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 measuring customer satisfaction with Voice of the 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.
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 consumer insighting tool in your company's arsenal. With a good Voice of the Customer tool, you can:
With a good voice of the customer analysis solution, companies can redirect their valuable resources onto the things that matter most to their customers. Ideas that will make the most significant 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. Repustate's VoC tool can extract insights from all types of media. We can analyze the text in any social media feed or feedback forms, audio from customer center calls, and even do video content analysis on any YouTube or TikTok video.
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 the Customer tool that goes beyond simple survey tools, you'll have access to unprecedented insights into what your customers are really thinking.
Repustate's NLP based Voice of the Customer API carries you beyond simple survey answers and reflects on the factors that affect Net Promoter Score. 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.
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 tool. 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 from you and stay ahead of the curve with the next big trend.
Check out this guide to building successful Voice of the Customer Strategy