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Companies only get information about 4% of their customer sentiment.

1. What is voice of the customer?

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.

2. Why is VoC important for a brand?

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.

3. How is VoC measured?

VoC can be measured through three avenues - direct, indirect and inferred feedback.

• Direct feedback: This uses data collected directly from customers. Examples of direct feedback include customer surveys, market research, and in-person interviews.
• Indirect feedback: This collects information from customer interactions. Such feedback is collected from customer conversations such as email, chat platforms, and customer calls. This data is analyzed using customer intelligence software.
• Inferred feedback: This uses data collected from operational and transactional information of the customer. Data is collected from purchase history, website usage, customer location, and other information.

4. How do VoC solutions help brands?

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:

• Competitor analysis: This data is collected based on what grounds a customer brings up a competitor’s offerings. This helps businesses understand how to provide a better service than their competitors
• Sentiment analysis: This helps businesses understand how customers perceive their brand and their product offerings. This can be used to understand how satisfied customers are with their offerings.
• Win behavior analysis: This analysis helps businesses understand what kind of agent behavior is working and what isn’t. Once such insights are available, it becomes easier to replicate behaviors that convert.

That’s all you need to know about voice of the customer. See you next time.

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