Companies only get information about 4% of their customer sentiment.
Voice of the customer (VoC) is feedback on how customers perceive a brand’s product offerings as well as their opinion on the brand.
VoC is proactively measured by using tools with conversation intelligence and sentiment analysis.
When brands get information on VoC, it helps them understand how the customer feels when interacting with the brand.
Such data helps brands to channel their customer experience efforts to solve challenges faced by customers. Strategizing with VoC data helps businesses to make their offerings customer-friendly.
VoC can be measured through three avenues - direct, indirect and inferred feedback.
VoC solutions conduct sentiment analysis on customer interactions to collect VoC data. By analyzing transcribed data, these tools collect various data using speech analytics algorithms.
These kinds of software provide different actionable reports, such as:
That’s all you need to know about voice of the customer. See you next time.
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Convin records, transcribes and analyzes all your sales calls to give insights on what’s working on calls and what’s not.
Convin records, transcribes and
analyzes all your sales calls to give
insights on what’s working on calls
and what’s not.