Voice of Customer

Understand what your customers are saying about your brand, products and services

Fast, reliable, and accurate results every time, no matter what languages your customers speak

What is voice of customer?

Voice of the customer, or VoC is the practice of analyzing customer feedback to improve your product, solution, or service. VoC is typically gauged by utilizing customer survey tools and feedback systems. Most companies understand the importance of customer feedback analysis and how it can supercharge your customer experience efforts, but a lot of organizations are relying on archaic methods to extract the data they need to better understand what their customers are trying to say.

By using customer feedback with Voice of Customer methods, organizations can gain valuable insights into where in their organization they are doing a good job and where they might need some work. Consumer insighting doesn’t have to be over-complicated; with Repustate, use a 21st-century solution to get the best results. Get into the minds of your customers and read between the survey lines.

Why is consumer insighting and VoC important?

With customers changing their minds about a product or service faster than you can blink and trends shifting just as rapidly, VoC is the most valuable tool in your company’s arsenal. With a good Voice of Customer solution, you can:

  • Get into the mind of your customer
  • Discover new trends
  • Stay ahead of the competition
  • Win back dissatisfied customers
  • Know where you can improve your business

With a good VoC solution, companies can redirect their valuable dollars onto the things that matter most to their customers. Ideas that will make the biggest impact and increase revenue instead of losing money. There is no better way to know what your customers are thinking than to employ methods that don’t just collect the feedback but are instrumental in analyzing it.

Measure Customer Satisfaction and improve your CSAT scores

One of the biggest indicators of a company’s success boils down to how well they measure CSAT or customer satisfaction. Using a Voice of Customer solution that goes beyond simple survey tools, you’ll have access to unprecedented insights into what your customers are really thinking.

Repustate carries you beyond simple survey answers. Whether it was their customer service experience, product usage, shipping, or cost, you’ll know exactly what part of your business is having the biggest impact on your CSAT scores.

Stay ahead of the competition

As the world evolves, so do trends. Ever wonder how your competitor has consistently stayed ahead of the curb? They are probably utilizing a VoC solution. Customers tell companies what they want, whether it’s through reviews, surveys, or social media platforms, the sentiment is out there and it’s up to you to gather it and analyze it.

Your competitors are likely using consumer insighting tools to help them stay ahead of you, but none of these is more valuable than a customer feedback solution that not only gathers your customer insights but also takes that feedback and analyzes it by using sentiment analysis. With this, you can gather what your customers want to see from you and stay ahead of the curve with the next big trend.

How can Sentiment Analysis help VoC?

The power of a great customer feedback solution is well known in many industries. Couple the benefits of a Voice of Customer tool with Sentiment Analytics and you’ve got a customer experience powerhouse on your hands.

Sentiment Analytics is the practice of using NLP or Natural Language Processing to identify customer sentiments. By combining AI, text analytics, and biometrics, companies can read between the lines of what their customers are trying to say about their brand and analyze the aspect based sentiment behind it. When you combine text analytics and VoC, you’re gathering the emotional feedback of your customers.

Positive, Neutral, or Negative?

Where Voice of Customer surveys collects feedback from customers based on their answers to survey questions, sentiment analysis goes a step further. Gathering feedback from reviews and social media, you can take what your customers aren’t saying in their surveys and understand where improvements are needed by gaging whether their experiences have been positive, neutral, or negative.

Sentiment Analytics Meets Voice of Customer

Repustate takes text analytics and Voice of Customer to the next level. Our approach to text analytics is comprehensive and flexible enough to meet your needs in a variety of industries for a diversity of use cases.

Because customers use so many different channels to communicate their brand sentiments, Repustate makes it possible to analyze the different means of communication. Whether it’s slang, hashtags, or industry-speak, Repustate allows you to create your own sentiment rules that are specific to your industry and use case.

Multilingual sentiment analysis is hard but Repustate has developed multiple techniques that, when used together, deliver a fast and accurate analytics engine.

Audio or video feedback? No problem

Many organizations record customer service calls in order to play them back and analyze audio content in them or use them for training purposes. What if you could take those calls and analyze what your customers are feeling when they speak with your team?

Or maybe there’s a YouTube video that you’d like to scrub for keywords that are relevant to your company. With Repustate, you can take any method of communication and apply the same Voice of Customer methodologies to get to the root of what your customers are trying to say.

Give your customers a voice

Get fast, reliable, and accurate results every time, no matter what language your customer speaks. Our intelligent solution understands and can effectively process information in over 20 different languages including English, Spanish, French, and Arabic.