Discover strategies, best practices, and AI tools to take your Voice of the Customer (VoC) program to the next level.

Voice of the Customer (VoC) programs are one of the most effective ways for businesses to understand their customers' needs and experiences. By listening to what your customers are saying, you can gather valuable insights that enhance customer satisfaction and increase your competitive edge.
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What is Voice of the Customer (VoC)?

The Voice of the Customer refers to the insights and feedback gathered directly from customers regarding their experiences with a product, service, or brand. Voice of the Customer is all about capturing and comprehending your customers' expectations, preferences, and pain points to enhance business offerings and elevate the overall customer experience.

In today's exceedingly competitive landscape, businesses need to go beyond traditional market research and surveys to truly understand their customers. The Voice of the Customer (VoC) approach emphasizes active listening and engaging with your customers. This enables your business to gain valuable insights into your customer's needs, wants, and perceptions.

The Voice of the Customer (VoC) methodology encompasses the entire customer journey — it involves collecting feedback across various channels, including surveys, interviews, social media, customer support interactions, and product reviews. By gathering feedback from diverse sources and touchpoints, businesses gain a holistic understanding of their customers' experiences and sentiments.
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How Does Viable Enhance Voice of the Customer (VoC) Analysis?

Voice of the Customer (VoC) research and analysis is a potent strategy for gaining a deeper understanding of your customers. While this can be a daunting task, Viable steps in to streamline and enhance the process.

Viable is an AI-driven platform specifically designed to assist businesses in analyzing qualitative data, such as responses from VoC surveys, efficiently and accurately. It employs sophisticated algorithms to delve into your data, pinpoint key themes, and draw out significant insights. Viable's approach transcends basic keyword analysis, offering a comprehensive context of your customers' feedback. This allows you to comprehend not just the content of your customers' responses, but also the underlying reasons behind their feedback.
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Get More Out of Your VoC Methodology with Viable

One of Viable's standout features is its capacity to analyze data from multiple data points. Regardless of whether your VoC survey data originates from Zendesk, Intercom, Front, Delighted, Gong, app stores, or even other sources via Zapier or CSV files, Viable can seamlessly integrate with these platforms and scrutinize the data they produce.

In addition to this, Viable provides a weekly report detailing the most critical compliments, complaints, questions, and requests from your customers, organized by volume and urgency. Each theme in the report monitors changes over time and includes a summary, urgency score, product sub-themes, user profiles, and more. This feature offers you a holistic view of your customers' experiences and expectations, aiding you in identifying potential areas for improvement and opportunities for growth.

Furthermore, Viable is designed with user-friendliness and intuitiveness in mind, making it accessible for anyone in your organization to use. There's no requirement for expertise in data science or complex setup – you can begin extracting insights from your VoC survey data in mere minutes.

VoC research and analysis is a formidable method for understanding your customers and propelling business growth, but traditional tools only give you a surface level understanding of your findings. With Viable, you can augment this process, making it more efficient and gaining deeper insights.
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The Role of a Voice of the Customer (VoC) Report
A Voice of the Customer (VoC) report is a document that summarizes the findings of your VoC research. It includes a detailed analysis of the data, along with the insights generated and the actions taken as a result.

A VoC report can serve as a valuable tool for communicating your findings to stakeholders, including executives, product managers, marketers, and customer service representatives. It can help them make informed decisions that align with customers' needs and expectations.
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Our experts will show you how our AI can effortlessly uncover insights from your customer feedback. Book a demo to test our platform with your data.
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