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Voice of Customer

Gain insight into customer expectations, preferences, and pain points to enable better business decision making.

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Amplify the power of listening

Imagine if you could increase understanding of your customers, provide relevant customer engagement with context, identify and fix customer issues as they occur, and reduce churn by identifying customers at risk. Our comprehensive Voice of Customer solution makes it possible by integrating all customer feedback: from voice recordings, chats, emails, agent notes, digital footprint, social commentary, and surveys to their shopping behavior and characteristics.

Contact centers can use the insights gathered through our VOC solutions to improve customer experience, continually optimize product development, uncover new areas to automate, and deliver superior self-serve experiences that eliminate common friction points.

 

Consolidate voice of customer data across multiple channels to capture, analyze, and act on interactions in real-time

 

Improve CX by
better understanding
your customers

Identify and fix customer
issues as they occur

 

Reduce churn by identifying
customers at risk

Provide relevant customer
engagement with context

 
omnichannel cx calculator for ROI
React in real-time

Today's customers want to interact with brands on their own terms throughout the customer journey, on whichever channel they choose. This makes it difficult to keep track of their expectations and deliver quility customer service. Our holistic voice of customer platform seamlessly integrates customer data from multiple channels so you can capture, analyze and act on data in real-time. By listening to your customers and collecting customer feedback, your can ensure that you match, and exceed, your customers expectations. This in turn can lead to improved net promoter score and customer satisfaction ratings.

 
omnichannel cx calculator for ROI
Build long-term customer relationships

Every single interaction a customer has with your brand impacts their likelihood of remaining a loyal customer. To build long-term customer retention, you need to place a laser-like focus on each and every interaction. Our voice of customer programs connect every customer interaction and touch point enabling you to quickly understand where you need to improve and identifying key moments of pain and delight.

 

Make better
business decisions

Reduce Costs
Increase brand
loyalty and equity
Increase revenue
Identify
  • Operational issues
  • Process issues
  • Product issues
  • Customer problems
Integrate
  • Solicited feedback
  • Unsolicited feedback
  • Invisible feedback
Enable
  • Strategic decision making
  • Product enhancements
  • Product innovations
  • Targeted coaching   training
 

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