Contact Center

VoC Solutions: Why Do Businesses Need It?

Rimlee Patgiri
September 27, 2023
9
 mins read

Last modified on

Market leaders always search for strategies to gain an edge over their competitors. 

Businesses can typically access just 4% of their customers' feedback.

But, with technology advancing, businesses can tap into the wisdom of their customers in unprecedented ways, connecting them directly to the preferences and opinions of their target audience. 

Gathering information through Voice of the Customer (VoC) programs is a useful tool that offers crucial insights into consumer behavior. 

From surveys and online reviews to social media comments and benchmarking, VoC programs are revolutionizing how companies interact with their customers.

But it's not just gathering info; it's turning insights into action. Employee feedback is key. They drive real solutions.

They go beyond data collection, creating a culture of improvement, and optimizing every aspect of a business for great experiences.

In this blog, we explore how market leaders use VoC to stay ahead, set new standards, and exceed customer expectations.

What Is the Voice of Customer (VoC)?

The Voice of the Customer (VoC) refers to collecting and evaluating customer feedback from channels to gain insights into their preferences, requirements, and viewpoints. 

This valuable process empowers companies to make informed decisions to improve their products, services, and overall client experience. VoC encompasses gathering data, analyzing it thoroughly, and deriving insights. 

VoC helps businesses meet customer expectations, enhance satisfaction levels, and stay competitive in today's dynamic market landscape.

Contact center software for conversation analytics and VoC

Why is VoC important?

The Voice of the Customer (VoC) directly impacts the quality of service and client satisfaction. By listening to client feedback during conversations, call centers can pinpoint areas of improvement and address agent performance. 

This real-time information allows them to adapt processes, scripts, and agent training to create a customer-focused operation. Additionally, VoC assists in reducing consumer churn by addressing their concerns, leading to increased retention and loyalty.

Survey based on areas where VoC solutions help companies - Source

It also promotes innovation and cost reduction, enabling call centers to remain competitive while delivering service that sets them apart in this competitive industry. Ultimately, VoC empowers call centers to excel in customer service and fosters growth.

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Importance of VoC in customer service

The importance of Voice of the Customer (VoC) in customer service lies in its capacity to drive meaningful improvements and foster lasting client relationships. Companies gain invaluable insights into the client experience by actively soliciting and analyzing client feedback. 

It allows them to identify pain points, address issues, and enhance the overall quality of service.

Voice of the Customer (VoC) allows businesses to customize their products and services to meet client expectations, resulting in satisfaction, loyalty, and advocacy. Moreover, VoC is an asset for maintaining competitiveness in today's customer-centered market landscape, where outstanding service plays a crucial role. 

VoC does not assist organizations in optimizing their client service initiatives. It also establishes the groundwork for long-term business expansion and achievement.

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How to measure VoC?

How to measure the Voc process?
How to measure the Voc process?

Measuring the Voice of the Customer (VoC) involves these essential steps:

  1. Set Objectives: Define your goals for gathering feedback.
  2. Identify Sources: Determine where you'll collect feedback.
  3. Choose Methods: Decide on surveying, interviews, or other methods.
  4. Create Surveys: Design precise, unbiased surveys or questions.
  5. Collect Feedback: Deploy strategies systematically.
  6. Analyze Data: Use analytics to find trends and patterns.
  7. Categorize Feedback: Sort feedback by themes or segments.
  8. Prioritize Insights: Focus on critical feedback for action.
  9. Take Action: Develop and implement plans to address issues.
  10. Monitor Progress: Continuously track changes and their impact.
  11. Iterate and Improve: Keep refining your VoC process.
  12. Use VoC Metrics: Implement KPIs to gauge program effectiveness.

By following these steps, you can measure VoC effectively, driving better client experiences and satisfaction. We will discuss this in detail below.

Benefits of VOC solutions

VoC solutions offer a multifaceted array of benefits that extend from product development to client retention. 

By leveraging customer feedback and data-driven insights, companies can position themselves for success in a competitive market. Let's expand on the benefits of customer voice:

Benefits of Voc software solutions
Benefits of Voc software solutions

1. Better product development

VoC solutions provide companies with direct access to valuable insights from their customers. Businesses can fine-tune their product development efforts by understanding consumer preferences, pain points, and emerging needs. 

This results in creating products that are more likely to resonate with the target audience, reducing the risk of costly product failures and increasing the chances of success in the market.

2. Competitive edge

The ability to meet and exceed client expectations is a significant differentiator. VoC solutions empower companies to stay ahead of competitors by -

  • Proactively addresses client concerns.
  • Improves service quality
  • Consistently delivers what customers want. 

This enhances the company's reputation and positions it as a leader in its industry.

3. Reduced churn

VoC solutions help identify and address issues that lead to consumer dissatisfaction. Businesses can reduce consumer churn rates by resolving problems and optimizing the client experience. 

Satisfied customers are more likely to remain loyal, reducing the need to acquire new customers constantly, which can be far more expensive.

4. Data-driven Insights

VoC solutions provide a wealth of data used to make informed decisions. Businesses can uncover patterns, trends, and correlations in client feedback through data analytics. 

These insights guide strategic decision-making, enabling companies to allocate resources efficiently, optimize processes, and target their efforts where they will have the most significant impact.

VoC solutions foster stronger relationships with customers. When companies show that they value client feedback and use it to make meaningful improvements, it builds trust and loyalty. 

This also fosters stronger relationships with customers. When companies show that they value client feedback and use it to make meaningful improvements, it builds trust and loyalty. 

5. Enhanced customer satisfaction

At its core, VoC solutions aim to improve client satisfaction. Businesses can address pain points by actively listening to customers, acting on their feedback, and continually enhancing the customer experience. 

Satisfied customers are not only more likely to remain loyal but also to become advocates for the brand, further boosting its reputation.

Build stronger customer relationships with better VoC

Building a Successful Voice of Customer (VOC) Program

Creating an excellent voice of customer program is an ongoing process that revolves around continuous improvement and a commitment to client satisfaction.

Let's delve deeper into building a booming Voice of the Customer (VoC) program:

1. Define clear objectives

Beginning with well-defined objectives is crucial to creating a booming voice of the customer program. 

Consider a scenario where a leading automobile manufacturer wants to enhance its client experience. They set a specific objective for their Voice of Customer program: reducing the average client complaint resolution time by 20% within the next six months. This clarity in objectives guides the client programs and allows for concrete measurement of success.

2. Collect data from various channels

According to a survey, 90% of B2B purchasers were willing to switch to a competitor if their digital platforms failed to fulfill their requirements.

Gathering data from diverse channels is pivotal to capturing the complete customer voice. A retail giant exemplifies this by employing various means such as online surveys, in-store feedback kiosks, and social media listening tools. 

This comprehensive approach enables them to obtain valuable insights into client preferences, complaints, and expectations from various touchpoints along the customer journey.

3. Analyze data for insights

Analyzing data is where the actual value of a voice of customer program emerges. Imagine an e-commerce platform utilizing advanced data analytics to sift through vast volumes of client reviews and ratings. 

By identifying recurring themes, such as complaints about slow shipping times or website navigation issues, the platform can pinpoint specific areas for improvement. This data-driven approach is instrumental in enhancing client experiences.

4. Establish feedback loops

Effective VoC programs aren't just about collecting data; they're about taking action based on that data. An engaged workforce can play a significant role in closing the feedback collection loop. 

An IT services company exemplifies this by actively involving employees in sharing client feedback and suggestions. This creates a sense of ownership among the workforce, leading to improved client interactions and better service delivery.

5. Ensure data privacy and compliance

Data privacy and compliance are non-negotiable in any voice of client program. Consider a healthcare provider who collects patient feedback. 

They are committed to strictly adhering to HIPAA regulations to safeguard sensitive patient information. Ensuring data privacy builds trust with customers and ensures legal compliance.

6. Foster a customer-centric culture

Building a customer-centric culture is a foundational element of a booming voice of a customer program. An airline exemplifies this by celebrating employees who consistently receive positive feedback. 

Recognition programs foster a customer-focused atmosphere where exemplary employees are acknowledged for their dedication to client satisfaction. 

This culture shift can significantly impact the quality of customer interactions and the overall experience.

Building lasting customer relationships with Convin

With the transformative power of Voice of the Customer (VoC) programs, we invite you to join the VoC revolution. Take advantage of the opportunity to elevate your customer experiences and achieve unparalleled success. 

Book a demo now to stay updated on the latest VoC trends and best practices. Empower your business to thrive in the dynamic world of customer-centricity. 

Frequently Asked Questions

1. What is VoC software?

VoC software, or Voice of the Customer software, helps businesses collect, analyze, and manage customer feedback to improve products, services, and customer experiences.

2. What are some VoC examples?

VoC examples include customer surveys, online reviews, social media comments, email feedback, call center interactions, and in-person interviews—sources of valuable customer insights.

3. What does VoC mean in business?

In business, VoC stands for Voice of the Customer. It refers to gathering and analyzing client feedback, opinions, and preferences to make data-driven decisions that enhance client satisfaction and drive business growth.

4. What is the full form of VoC in BPO?

In Business Process Outsourcing (BPO), VoC typically means "Voice of the Customer." It represents capturing and using client feedback to improve BPO services and customer interactions.

5. What is VoC in customer success?

In customer success, VoC (Voice of the Customer) is client feedback used to optimize their experiences and achieve desired outcomes.

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