In today’s customer-centric environment, merely placing a product in the market is not enough. As a business, you must be on your toes to implement any change the customer seeks in real-time.
But how do you find out what the customer wants? Relax. It’s not rocket science! Identifying what the customer wants can be as simple as creating a survey and collating feedback. But again, how do you move forward?
Here is when the intuitive voice of the customer tools comes into play. These tools help you reach the right customers, extract the insights you need, and analyze their responses right from a single dashboard. This helps reduce customer friction and eliminates second-guessing about what the customer needs.
This collated data helps you capitalize on a potential window of opportunity for sure-shot customer satisfaction but also helps scale businesses more effectively.
In this blog, we will explore 19 voice of customer solutions, their features, pros, cons, and pricing in detail.
Here we go!
What Is Voice of the Customer (VoC) Tool?
Voice of the customer tools refers to programs and applications that help gather feedback from a targeted audience. These tools enable you to collate data via different channels and extract an in-depth customer journey analysis. This further equips you to understand customer needs, make informed decisions, and develop strategies to improve customer experiences.
List of 20 Best Voice of the Customer Tools
Selecting a tool that best suits your needs can be challenging. But guess what? We went through many tool sites to curate this list of the top 19 voice of the customer tools.
Here’s a rundown of each of them.
1. ProProfs Survey Maker
ProProfs Survey Maker is one of the best voice of customer solutions. Its intelligent analytics and advanced reporting capabilities are unmatched, ranking it among the top voice of customer platforms in the market today.
Using the tool, you can create interactive surveys by choosing the right questions, question types, and themes. You can analyze customer responses and dig deeper by linking your survey to Google Analytics.
Key Features of ProProfs Survey Maker:
- Manage customer churn with NPS surveys
- Get email alerts whenever someone takes your survey
- Get started within minutes using survey templates
- Choose from MCQ, rating scale, and button question types
- Add scoring and branching to survey questions
- Create surveys in 70 languages
- Customize survey font, color, buttons, etc.
- Adjust surveys via drag[-and-drop survey editor
- Integrate seamlessly with Zendesk, Mailchimp, Salesforce, and more
Pros:
- It is a powerful all-in-one solution with a modern yet simple interface, apt for teams of all sizes.
- Make informed business strategies with easy-to-understand, visual insights.
- Its surveys help gain in-depth and complete visibility over customers’ responses.
- The tool equips you to hold polls and quizzes to gauge the audience’s viewpoints and answers.
- It lets you gauge the voice of the customer and optimize your website experience for assured customer loyalty.
- You can embed surveys on your website, social media pages, mobile apps, and more.
Cons:
- Lacks the ability to analyze sentiment via text.
- It offers limited survey types.
Pricing:
Basic plan starts from $0.05/response/month.
Best suited for: Small, medium, large, and enterprise-level teams.
Review Score: 4.8 (Capterra)
2. Qualaroo
Qualaroo, another among the top voice of customer tools, lets you create different survey types to collect customers’ opinions and experiences. Using the tool, you can easily add pop-up surveys to your website and mobile application. Also, its intuitive Net Promoter Score calculator displays the real-time NPS score on the dashboard.
Key Features of Qualaroo:
- Use Nudge for instant customer feedback
- Create surveys with open-ended questions and closed-ended questions, Likert scale, etc.
- Create customizable surveys like exit-intent, CSAT, NPS, etc.
- Integrate with popular third-party tools seamlessly
- Get customer feedback via slide-in pop-up surveys
Pros:
- The tool gives rich insights from the target audience, enabling convenient market and user research.
- It offers ready-to-use survey templates that you can customize and publish quickly.
- Easy to set up without any coding knowledge.
Cons:
- Doesn’t offer industry-specific templates.
- Its reporting dashboard lacks adequate filter options.
- No diverse pricing tiers.
Pricing:
Basic plan starts from $80/month, billed annually.
Best suited for: Small, medium, large, and enterprise-level teams.
Review Score: 4.7 (Capterra)
3. Medallia
Medallia, one of the best voice of customer tools, is an experience management software platform. It allows you to capture signals at any touchpoint of a customer’s journey. Its rich analysis lends insight into customer engagement and model attrition risk. This helps improve customer satisfaction and retention rate.
Key Features of Medallia:
- Create segments to group similar customers together
- Stay on top of real-time reporting and analytics
- Get push notifications for instant updates
- Integrate with the best third-party tools
- Access data from anywhere with Medallia Mobile
Pros:
- Frontline employees can provide feedback and suggestions on customer experience.
- You can apply AI and machine learning to analyze and predict the buyer’s behavior and sentiment.
- To respond quickly to customer feedback, you can send alerts to the right person or team.
Cons:
- Navigating the tool is not easy.
- Difficult to set up and re-assign alerts.
- Its Search bars can be improved.
Pricing:
Get in touch with the company for a quote.
Best suited for: Small, medium, and large-sized teams.
Review Score: 4.5 (Capterra)
4. Qualtrics Connect
Qualtrics Connect is an excellent VoC software. Whether your customers pour their hearts out on your support conversations, social media, or online reviews, you can access every data written about your company using Qualtrics Connect. Also, its ‘Emotion,’ ‘Intent,’ and ‘Sentiment’ analysis helps detect and highlight customers’ needs clearly.
Key Features of Qualtrics Connect:
- Simplify processes with automated workflows
- Personalize customer and employee experiences
- Extract AI-enabled data insights to keep things on track
- Access the detailed intranet knowledge base
- Access 150+ industry models
Pros:
- Its Conversational Analytics is a fantastic analytics engine.
- You can set up trigger actions to automatically create the consequent action.
- It lets you easily pull in feedback from different platforms.
Cons:
- Its interface is non-intuitive.
- Poor customer support.
- Its third-party integration can be improved.
Pricing:
Get in touch with the company for a quote.
Best suited for: Small and medium-sized teams.
Review Score: 4.3 (G2)
5. InMoment
InMoment comes with robust text analysis capabilities that let you gauge customer sentiment at a glance. You can identify and prioritize customer moments that are of high impact or demand urgent attention. Overall, the tool provides adequate reporting and analytical capabilities to help you make better business decisions.
Key Features of InMoment:
- Make adjustments to the dashboard to suit existing needs
- Integrate and secure relevant data easily
- Quickly respond to customer queries with text analysis
- Access role-based reporting
- Get real-time alerts to stay up-to-date with work
Pros:
- It helps decrease the churn rate using comprehensive customer journey maps.
- Its Active Listening Studio lets you gather feedback and respond to customers in real-time.
- It assists with employee research and analysis.
Cons:
- Customizing the tool’s dashboard is difficult.
- Customer support is not very responsive.
- It doesn’t offer any survey templates.
Pricing:
Get in touch with the company for a quote.
Best suited for: Large-sized teams.
Review Score: 4.6 (Capterra)
6. Confirmit
Confirmit is another among the amazing VoC tools. Its data collection capabilities allow you to analyze key metrics and take quick actions to steer your customer experience journey in the right direction. Also, the tool lets you customize and deploy innovative surveys without coding knowledge.
Key Features of Confirmit:
- Attach images and multimedia clips to surveys
- Leverage feedback received via text, audio, and video
- Re-use questions across multiple surveys
- Extract actionable information from text data
- Receive alerts on sentiment changes of the customer
Pros:
- It is an easily scalable platform, perfect for growing teams and businesses.
- The tool allows respondents to switch between channels mid-survey, offering more convenience to the customer.
- Create and deploy surveys across telephonic, online, email, paper, and mobile mediums.
Cons:
- Setting up surveys can be time-consuming.
- Lacks good survey templates.
- Doesn’t offer sufficient varieties in survey types.
Pricing:
Get in touch with the company for a quote.
Best suited for: Small to large teams.
Review Score: 3.9 (Capterra)
7. Verint ForeSee
Verint ForeSee supports you at every level for a foolproof customer success story. So whether it’s mining text with advanced analytics or getting alerts on negative feedback, the tool offers some robust features that help you reflect and take corrective action instantly. Thus, you can easily track and improve key CX metrics using the tool.
Key Features of Verint ForeSee:
- Simplify data collection with AI automation
- Leverage real-time predictive customer experience insights
- Prioritize issues to direct timely attention to them
- Manage survey timings to improve response rates
- Capture customer feedback via web and mobile channels
Pros:
- Verint sends alerts whenever you receive negative feedback or low scores via customer interaction.
- It sends you daily analysis of ongoing consumer trends.
- It offers a reliable digital customer experience throughout the customer’s journey.
Cons:
- The tool can be enhanced to improve data consolidation further.
- Its UI is a bit dated.
- More advanced reporting features can be integrated in the future.
Pricing:
Get in touch with the company for a quote.
Best suited for: Small and medium-sized teams.
Review Score: 4 (G2)
8. SentiSum
SentiSum is one of the best voice of the customer software available in the market. It is a feature-rich solution that lets you appropriately examine customer trends and sentiments. This way, you can consider these customer sentiments while developing strategies to reduce customer churn.
Key Features of SentiSum:
- Leverage accurate, machine learning-based tagging
- Access tag-based automation
- Integrate with the best third-party apps
- Get a dedicated CSM with the tool
- Get a thorough Topic analysis of customer interactions
Pros:
- It helps you analyze what is contributing to increased CSAT and NPS scores.
- Prioritize support tickets based on urgency, risk, and customer sentiment.
- Access accurate customer conversation insights to make smarter business decisions.
Cons:
- The tool’s AI can be enhanced for increased accuracy.
Pricing:
Basic plan starts from $883.10.
Best suited for: Small to large-sized teams.
Review Score: 4.8 (G2)
9. MonkeyLearn
One of the most robust VoC analytics tools, MonkeyLearn offers a simple UI that lets you monitor key metrics on the go. All you need to do is upload data and run the analysis. The tool will quickly visualize the insights on its dashboard. Access ready-to-use machine learning models that you can customize to suit your business requirements.
Key Features of MonkeyLearn:
- Use no-code text analysis
- Label customer feedback for easy sorting
- View customer sentiment by Topic
- Create custom charts for easy visualization
- Combine and filter data within seconds
Pros:
- It helps visualize graphs, charts, and pie charts to study customer sentiment over time, making it one of the best voice of the customer tools today.
- Analyze survey responses by sentiment, intent, or requests.
- Its Template and Customized dashboards make it an easy-to-adopt tool.
Cons:
- It would be great to see more third-party integration options within the tool.
- It is not affordable for smaller teams and businesses.
Pricing:
Basic plan starts from $299/month.
Best suited for: Medium to enterprise-level teams.
Review Score: 4.2 (Capterra)
10. NICE Satmetrix
NICE Satmetrix is a visually-appealing voice of customer software. It is a one-stop solution to uncover data-driven business insights right from the tool’s dashboard. You can resolve issues in real-time using automated agent workflows. You can even record calls to capture voice insights.
Key Features of NICE Satmetrix:
- Leverage automated triggers
- Use role-based reporting capabilities
- Customize surveys to ask relevant questions
- Personalize responses within the channel that suits them best
- Track useful charts and graphs
Pros:
- The tool gives a 360° view of customer interaction and issues, enabling more satisfied customers.
- You can easily correlate data across various channels, complete with historical context.
- You can go beyond what customers have to say by detecting what they feel or do and then take timely corrective action to bring back at-risk customers.
Cons:
- Its integrations are clunky.
- Poor customer support.
Pricing:
Get in touch with the company for a quote.
Best suited for: Large and enterprise-level teams.
Review Score: 3.7 (Capterra)
11. Hotjar
Hotjar is the perfect choice for your business if you’re looking for a holistic VoC management system. The tool helps capture experiential data and offers you an aggregated view of all your data in one place. You can even analyze trends over a period of time, say a month, 6 months, or a year.
Key Features of Hotjar:
- Create on-site and external surveys
- Use our pre-built template or use our question back to create surveys
- Use the drag-and-drop builder to design surveys
- Customize the template to suit your brand design and color
- Store survey responses until whenever you like
Pros:
- This voice of the customer software offers adequate insights to remove customer friction points.
- You can easily launch a survey using a pop-up or a link.
- Access Heatmaps reports to analyze how customers engage with all the elements of your website.
Cons:
- It is difficult to set up Heatmaps on all website pages.
- Customizing the dashboard is challenging.
- Lacks a robust mobile application to track key statistics from anywhere, anytime.
Pricing:
Basic plan starts from $0.
Best suited for: Small to large-sized teams.
Review Score: 4.7 (Capterra)
12. GetFeedback
Another great voice of customer software, GetFeedback, lets you collect targeted feedback easily. This gives you the insight you need to improve your services. Also, this makes way for better customer experiences that boost customer retention. GetFeedback is excellent if you’re looking for a personalized solution to listen to your customers.
Key Features of GetFeedback:
- Access NPS and CSAT survey templates
- Receive feedback via email, website, and mobile apps
- Get real-time alerts for feedback received
- Automate feedback collection at various customer journey touchpoints
- Integrate seamlessly with Jira, Slack, Salesforce, etc.
Pros:
- The tool helps identify friction points to cater to the customer’s needs.
- It helps make data-driven decisions faster with feedback analysis reports.
- You can easily integrate customer data from other platforms for a more holistic perspective.
Cons:
- Survey data presentation can be worked upon to be more user-friendly.
- It would be awesome to have more customization options for survey questions.
- The Salesforce integration is quite expensive.
Pricing:
Get in touch with the company for a quote.
Best suited for: Large-sized teams.
Review Score: 4.8 (Capterra)
13. Feedier
Feedier, one of the best voice of the customer tools, promises the agile feedback solution for teams and businesses. Using the tool, you can capture contextual feedback and convert it into actionable insights. It saves you tons of time in structuring feedback data manually simply by relating feedback data to your business metrics.
Key Features of Feedier:
- Get instant alerts for customer feedback received
- Organize and tag feedback data
- Measure KPIs automatically using visual reports
- Share reports with stakeholders and team members
- Integrate with Jira, Trello, etc.
Pros:
- Capture the insights you need to improve the customer experience overall.
- Manage direct and indirect feedback in one place.
- Its engaging surveys offer a personalized experience that helps increase response rates and participation.
Cons:
- Navigating its dashboard can be complicated in the beginning.
- Not enough options to alter the surveys.
- Frequent lagging issues such as software hang.
Pricing:
Get in touch with the company for a quote.
Best suited for: Small to large-sized teams.
Review Score: 4.7 (Capterra)
14. Feedbackify
Feedbackify helps gather insights right from the visitors. This enables you to capture in-the-moment feedback and act on it immediately. Access the entire feedback context of the visitor, including which page the feedback was submitted, what’s the visitor’s geographic location, operating system, or screen size.
Key Features of Feedbackify:
- Classify feedback into specific categories
- Customize using drag-and-drop interface
- Tailor the survey form to suit your brand identity
- Create a customized feedback tab for your website
- Filter feedback by categories and subcategories
Pros:
- You can easily customize the feedback form to suit your requirements.
- Helps improve customer retention rate.
- The detailed Feedback Dashboard lends insight into all your feedback in real-time.
Cons:
- It has an outdated UI when compared to other voice of customer applications.
- Poorly designed feedback forms
- Lacks advanced features to gather feedback
Pricing:
Basic plan starts from $19/month.
Best suited for: Small teams.
Review Score: Not available.
15. Pulse Insights
Pulse Insights offers a robust platform that enables you to dive into the problem areas by asking questions in context. Its actionable insights explore why a pain point occurred rather than simply answering what pain point the customers encountered along their journey.
Key Features of Pulse Insights:
- Gather feedback across various channels
- Personalize customer interaction by capturing individual preferences
- Hold polls to learn about customer’s opinions
- Access Impressions, Submissions, Submission rates data
- Run A/B testing across surveys
Pros:
- Customize the customer experience the way you want.
- It helps generate customer feedback faster than most tools.
- You can guide the customer better with contextual insights.
Cons:
- Users complain of lagging issues, such as loading speed, while using the tool.
- Its mobile application needs improvement.
Pricing:
Get in touch with the company for a quote.
Best suited for: Small and medium-sized teams.
Review Score: 4.3 (G2)
16. ASKNicely
ASKNicely, one of the user-friendly voice of the customer solutions, aims to delight every customer, every time! Trigger emails or send push notifications to the right person to instantly follow up on customer feedback and address their queries. The team can also use rule-based automation to streamline their workflows and improve CX.
Key Features of ASKNicely:
- Automatically collect customer feedback via a survey post the service
- Access one-click Integrations with 40+ CRM platforms
- Visualize KPIs via the team scorecard and live reports
- Use internal notes to tag team members
- Stay on top of things via the mobile access
Pros:
- The tool helps you get insight into NPS, CSAT, Customer Effort Score, and more.
- You can publish customer feedback to the right screen for each role in real time.
- Automated workflows help trigger the next best action without any hassle.
Cons:
- It can be overwhelming to have too many features on the dashboard sometimes.
- Need better options for template customization.
Pricing:
Get in touch with the company for a quote.
Best suited for: Large and enterprise-level teams.
Review Score: 4.6 (Capterra)
17. Momentive
Another excellent voice of the customer solutions, Momentive, lets you dive into prevalent trends and customer sentiments, giving you a significant competitive advantage. You can easily create custom surveys and enjoy features like advanced logic, branching, and more.
Key Features of Momentive:
- Avail access to custom screening
- Monitor trends at a glance using the graph
- Export or integrate data with your favorite apps
- Send surveys to multiple markets and audiences with a click
- Access accurate data from anywhere, anytime
Pros:
- Optimize buyer targeting, product features, and more.
- Escalate your marketing efforts with an AI-powered engine.
- Analyze existing trends with comprehensive Cluster Analysis.
Cons:
- Reporting capabilities can be further improved.
- Does not offer the best reminder capabilities.
Pricing:
Get in touch with the company for a quote.
Best suited for: Large and enterprise-level teams.
Review Score: Not available.
18. Mopinion
Mopinion lets you create your own survey from scratch or choose from professionally-designed templates to get started immediately. Being one of the user-friendly voice of customer tools, Mopinion offers ready-to-use survey templates such as Smiley Surveys and Visual Feedback Surveys.
Key Features of Mopinion:
- Collect feedback using native apps
- Integrate with popular digital marketing apps
- Understand what your customers need with robust reporting tools
- Build customizable surveys with easy drag-and-drop features
- Customize your feedback button to be in sync with your branding
Pros:
- Choose how you want to present your surveys. You can choose from multiple choice, dropdown, open comments, and more.
- It ensures optimal usability as the UI adapts to the customer’s device, i.e., desktop, laptop, or mobile device.
- Its flexibility and scalability ensure that customer experience is frictionless throughout their buying journey.
Cons:
- Users often complain of facing bugs using the tool.
- Customer support is not very responsive.
Pricing:
Basic plan starts from $229/month
Best suited for: Medium to enterprise-level teams.
Review Score: 4.1 (Capterra)
19. Customer Gauge
If you’re looking to gauge customer opinions, Customer Gauge is the right bet! With its automatic feedback capture and distribution capabilities, you can help drive meaningful strategy and transform the customer experience for good. Furthermore, its customizable dashboards enable you to make quick changes based on real-time requirements.
Key Features of Customer Gauge:
- Extract daily account feedback
- Get experience data in realtime
- Respond faster to customer feedback with automation
- Access seamless CRM integration
- Analyze the push and pull of analytics
Pros:
- It offers Automatic NPS Reporting and Root Cause Analysis.
- It helps identify and control churn risk, thus helping retain customers.
- Its Account Vitals helps lend insight into product usage, NPS activity, and more.
Cons:
- It has a slightly high learning curve.
- It would be great to have recurring dashboards in the future.
- The dashboard widgets can be a bit clunky to work with.
Pricing:
Get in touch with the company for a quote.
Best suited for: Medium to enterprise-level teams.
Review Score: 4.8 (Capterra)
20. Zonka Feedback
Zonka Feedback is one of the most cost-effective Voice of Customer software. You can capture what your customers say about your products, services, and brand at different touch points across the customer journey. Once the user insights are captured, it offers an in-depth analysis and survey report with actionable insights to help businesses make data-driven business decisions.
Key Features of Zonka Feedback
- Virtual survey builder with complete customization to create white-labeled surveys
- Automate workflows and take actions, and follow up on customer feedback
- Works across multiple channels like website, in-app, in-product, email, SMS, offline, and more
- Custom survey reports on an intuitive dashboard
- Real-time alerts and notifications
- Native integration with multiple CRMs, helpdesks, and other business software
Pros:
- Create CSAT surveys, NPS surveys, and CES surveys
- Choose from 500+ ready-made templates, 30+ question types, unlimited questions
- Survey reports with text analysis, sentiment analysis, trends report, and more
- Sync data and leverage deep integrations with business toolsets
Cons:
- It would be great if there were more survey question types offered out of the box.
- It can also offer reporting insights on other metrics like median score and customer lifetime value.
Pricing:
- Starter plan starts at $49 per month (billed annually)
- Best suited for: Startups, medium-sized companies, and enterprises
- Review Score: 4.8 (Capterra)
Must-Have Features of Voice of the Customer Tools
With hundreds of voice of the customer tools available in the market today, choosing the right one for your business needs can be challenging.
While all of these tools promise a plethora of features, not all of them are essential to gathering and analyzing customer feedback. Also, chances are, these tools might be missing an important feature.
To make things easier, we have listed the top features you must look for in the voice of customer platforms for assured results.
Let’s have a look at these.
1. Embedded Survey
An ideal voice of customer software lets you embed a survey wherever you want. With this capability, you can create the survey, copy its link, and share it either on your business website, your emails to the customer, or your business social media pages. Reaching out to customers via different channels helps you to reach a more extensive audience, resulting in a larger database of audience responses.
2. Easy Customization
A survey tool must allow you to customize the surveys to suit your business needs. So, you can easily tailor it within minutes if you wish to change the survey font, color, or logo to reflect your brand identity. You can even customize your surveys with personalized themes and images, improving the overall customer experience.
3. Intelligent Analytics & Reporting
Look for VoC analytics tools that offer you advanced analytics via charts and graphs. This way, you can analyze who took your survey and when, what their responses were, and more. These views impart accurate information that helps build better customer experiences. Also, these presentation-ready reports ensure that you are always ready to discuss and ideate action plans with key stakeholders.
4. Mobile-Friendly
As a business, you need to reach out to your customers wherever they are. Whether they are using a mobile, tablet, or desktop, it is exactly where you need to be! Thus, good voice of customer solutions offer multi-channel access, increasing the response rate and boosting overall customer engagement.
5. Secure Customer Database
With customer data, you’re walking on eggshells. Ensuring your customer’s data security must be at the top of your business priorities. So, while choosing the right voice of the customer tools, ensure that they host all data in a secure location that maintains multiple power feeds and has sufficient battery backup. Also, look for features like SSL data encryption and password protection.
6. Seamless Third-Party Integrations
Third-party integration is essential to bring more functionality to your everyday operations. Integration also allows you to export data directly to stakeholders without losing any information. So, look for a tool with robust integrations to enjoy
CRM software like Hubspot and Salesforce.
If you wish to know more about how to choose the best software for your business that enables you to create interactive surveys and listen to the voice of the customer, you can watch this video here – https://youtu.be/oErgdNOoQKQ.
7. Scale Customer Experiences Effortlessly
For customer-focused teams, listening to what the customer wants is crucial. Voice of the customer tools provide the right platform to collate and analyze feedback received from users and customers across various channels.
So, instead of driving company-wide efforts that result in trivial impact, invest in a tool that helps create better customer experiences at every interaction!
You can choose ProProfs Survey Maker if you’re looking for an all-in-one solution enabling seamless customer journeys. It comes equipped with reliable reporting, survey visualization, and automation capabilities. Qualaroo is also an excellent tool for gathering customer feedback effortlessly. Also, Feedier is a great tool if you’re looking for an easy-to-adapt platform for your cross-functional teams.
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