Voice of Customer Software

What is the Voice of Customer?

Voice of Customers is a program or a solution that extracts customers’ feedback, queries, pain points, and issues. It is woven or integrated with the customer engagement platform to track changing marketing trends, buyer’s changing trends, customer insights, and even competitive intelligence.

The data generated from the voice of the customer software can only be extracted by recording and analyzing all customer-facing calls, whether your sales calls, customer success calls, customer support or feedback calls.

Every business studies the data to analyze the difference between customer expectations and actual experience. 

Businesses leverage this data to further develop or add features to the solution or change processes. 

You can even uncover the pricing trend of the market. 

Data generated by voice of customer tools is vital during the initial days of any business. Enterprises study the data to create an experience that the customers do not forget and eventually become the brand's evangelists.

Why Is Voice of the Customer Crucial for a Business?

Voice of Customer enables not just acts as a guiding torch for marketing but for the entire business. From setting up the toFu content to boFu content, everything has to be based on customer insight to be persuasive. Let us look at what all Voice of Customer solutions can help with:

Marketing Messaging

With access to the data generated by the voice of the customer software, your marketing team can align messaging strategies and create content that truly resonates with customers.

This enables the implementation of CRO activities that effectively convert potential customers. The marketing team can also develop specific personas and craft tailored content for every stage of the buyer’s funnel, empowering the sales team to achieve their targets efficiently.

Collaboration

The voice of the customer strategy thrives on seamless collaboration across all teams—sales, product, customer success, customer support, and finance.

By leveraging a voice of the customer software, sales reps and the entire organization gain direct visibility into customer needs, fostering stronger teamwork and alignment.

To fully realize the potential of the voice of the customer, the software must integrate with all customer-facing calls, ensuring that the insights derived are shared across the company for a unified approach to customer satisfaction.

Product R&D

If you don’t know what the customer really wants, how can you create a selling solution?

The product team can leverage voice of the customer feedback—gleaned from customer complaints, queries, and suggestions—to develop products that resonate so strongly with users, they naturally become advocates for your brand.

By integrating voice of the customer software into your product development process, you enable product-led growth by creating solutions that are guided directly by customer needs and expectations. This approach ensures that every feature, update, or enhancement is rooted in solving real customer problems.

A product-led development strategy, driven by voice of the customer insights, not only delivers superior products but also aligns cross-functional teams around the customer, creating a product experience that drives satisfaction, loyalty, and long-term revenue growth.

Forecast Crisis 

The voice of the customer provides a detailed and granular view of all customer interactions, including calls and ongoing deals. By leveraging the insights generated through voice of the customer software, businesses can identify potential issues in the early stages of a deal and take proactive steps to resolve them. 

This not only supports sales reps in securing deals but also minimizes the risk of losing opportunities due to overlooked concerns.

Moreover, analyzing the voice of the customer helps uncover trends in buyer behavior, offering a deeper understanding of shifting preferences and market dynamics. 

These insights enable businesses to adapt their strategies and make informed decisions that address current and future customer needs. By utilizing the voice of the customer software, companies can consistently add value, align with evolving customer expectations, and mitigate risks, ensuring long-term success.

Aligning Business Goals

One of the key benefits of understanding the voice of the customers is its ability to align business goals across the organization. By centralizing focus on customer needs, the entire company—from sales and marketing to product development and customer support—can collaborate effectively and function as a cohesive unit, rather than as disconnected teams. This ensures that every department works towards a shared objective: delivering exceptional customer experiences.

By utilizing a voice of the customer software, businesses can gain actionable insights that guide them in making customer-centric decisions. These tools help capture feedback, track customer expectations, and identify pain points, enabling companies to adapt their strategies and align their goals with what matters most to their audience.

Additionally, voice of customer software helps prioritize resources and efforts in areas that directly impact customer satisfaction. It ensures that business objectives are aligned not just internally, but also with the evolving needs of the market. 

This customer-first approach not only fosters loyalty and trust but also drives sustainable growth by making the business more responsive and agile. Ultimately, listening to the voice of the customers empowers businesses to remain competitive and thrive in a dynamic marketplace.

Creating a customer-centric Sales pitch

By recording and analyzing customer calls through an effective voice of the customer process, businesses gain invaluable insights into what resonates most with their audience. This process enables you to identify which sales pitches work best, the common mistakes to avoid, and how to address customer questions and objections efficiently. With these insights, sales teams can refine their approach and develop pitches that truly align with customer needs and expectations.

Implementing voice of the customer software takes this process to the next level. The software captures and transcribes customer interactions, extracting actionable data that helps you understand customer preferences, pain points, and buying behavior. This means your sales team doesn’t have to rely on guesswork but instead works with clear, data-driven guidance to tailor their pitches.

Additionally, voice of customer software empowers your team to craft personalized, customer-focused messaging that builds trust and engagement. By identifying patterns in customer feedback, sales teams can anticipate questions, address concerns proactively, and present solutions in a way that speaks directly to the customer’s challenges. This results in not just better sales outcomes, but also a more meaningful connection between your brand and its customers.

With a well-implemented voice of the customer strategy, supported by advanced tools like voice of the customer software, you can create sales pitches that not only engage your audience but also drive conversions and long-term customer loyalty.

Training Sales Reps

The voice of the customer serves as an invaluable tool for sales training and development. By utilizing voice of customer software, businesses can record and analyze customer calls to create comprehensive sales playbooks. These playbooks, enriched with real-world scenarios and interactions, can be shared with new hires to accelerate their onboarding process and enhance their understanding of effective sales techniques. In fact, one of our clients, Place, successfully reduced their ramp-up time for new hires by half using this approach.

For underperforming sales reps, voice of the customer software offers an opportunity to learn directly from top performers. By reviewing recorded calls and analyzing specific techniques, they can identify what sets high-performing colleagues apart and incorporate those strategies into their own approach. This fosters a culture of continuous learning and improvement across the team.

Moreover, voice of customer software doesn’t just help individual sales reps; it empowers sales managers to monitor performance trends, identify skill gaps, and implement targeted training interventions. With access to actionable insights from the voice of the customer, teams can refine their pitches, address common customer objections, and focus on building stronger customer relationships, ultimately leading to increased sales effectiveness and better overall results.

Increase Cross-selling and up-selling

Gartner’s recent research reveals that collecting and analyzing customer feedback can boost upselling and cross-selling success rates by 15% to 20%. This is precisely where the voice of the customer plays a pivotal role. By leveraging insights from customer interactions, businesses can identify missed opportunities and address overlooked customer needs, enabling sales teams to enhance their strategies for upselling and cross-selling.

With the help of voice of the customer software, organizations can delve deeper into customer conversations, uncovering patterns and trends that may not be immediately obvious. The software allows for the recording, transcription, and analysis of sales calls, providing actionable insights that can be used to refine pitches, tailor solutions, and propose relevant add-ons or upgrades to customers.

By integrating voice of customer software into the sales process, businesses gain the ability to proactively identify gaps in initial discussions and ensure that no revenue opportunities are left untapped. These tools not only help sales teams close more deals but also foster a more personalized approach, building stronger customer relationships and driving long-term loyalty. Listening to the voice of the customer is, therefore, a critical element for maximizing sales potential and sustaining business growth.

Did you know nearly three out of five consumers report that good customer service is key for them to feel loyalty toward a brand? 

As we discussed, VoC helps align business goals by focusing on customer insights and analyzing customer engagement. And when your product and services are aligned towards customer satisfaction, why won’t customer retention increase?

Now that we know why Voice of Customer is so crucial for any business. Let’s see how you can implement it.

Approach to Capturing Customer’s Voice 

Implementing a Voc for your business can sound a little scary. The whole process can be divided into 3 steps:

1. Record

The first step for VoC is recording all sales engagement. VoC is integrated with all customer engagement platforms to record and transcribe all conversations. Listen to these conversations; they are the key to unlocking customer loyalty.

The information gathered at this first step will determine the success of the whole process. You can even encourage your sellers to ask for feedback or any complaint the customer is facing. Remember, the goal here is to understand your customer’s needs, and without recoding all customer-facing teams, it cannot be completely achieved.

2. Analyze Calls

Now that you have all the information you need, but going through this plethora of recordings would take hours and hours. VoC does for you now to analyze the entire conversation for topics discussed, customer queries, feedback, complaints, and any actionable item discussed. So, that you don’t have to sit for hours analyzing the calls, you can instead review the call data in a few minutes.

It even highlights the sales performer’s soft skills, so you can even analyze your rep’s call in a few minutes.

3. Collaborate 

Now that you have the analyzed report of the customer’s call, what should be the next step?

Convin disseminates the report to various teams in the organization. You yourself can provide help when the deal is still on the table in the area you think a push would help, your product team can work on the R&D of the product for better customer satisfaction,  and your marketing team can create content that would help for the next steps of the deal.

 Why Use Convin To Unlock Voice of Customer?

Recording and analyzing customers’ engagement has always been difficult. But with Convin, the whole process becomes as easy as putting butter on a toast. 

And the best part is it can be onboarded within a few hours, and signing up is as easy as signing on Spotify.

Convin seamlessly integrates with your calendar, Dialer, cloud telephony system, and video conferencing platforms and records all conversations. And post that analyzes the call for customer insights and your seller’s soft skills and overall performance.

Convin highlights the call insights and shares with the entire organization, and even pushes the data on CRM without any human intervention. 

By using Convin’s Voice of Customer solution, your team keeps their focus on the real goal - Revenue. And leave the call recording, note-taking, and analyzing to Convin.

How does Convin’s Voice of Customer Work?

Convin’s Voice of Customer unlocks customer’s insights in these easy five steps:

Step 1: Integrate

Convin easily integrates with your calendar, dialers, cloud telephony system, video conferencing platform, Slack, CRM - basically your entire sales stack

Step 2: Record 

Then it starts eavesdropping on your conversations and even records them - how shameless?

Step 3: Transcribe

After recording the call, Convin transcribes the entire conversation - that means no more note-taking.

Step 4: Analyze

Convin analyzes and then highlights for you the call insights; topics discussed, queries, feedback, call performance score, soft skills, actionable items, etc.

Step 5: Share

Remember integrated with your Slack. and CRM?

After creating the call report, Convin pushes the data automatically to the CRM and shares the call report with the team on their email and Slack.