Design engaging Voice of Customer surveys & collect feedback smartly
Send your VoC surveys to the target audience via various sharing platforms
Draw inestimable insights from the voice of customer survey data collected
Plan, set up, and implement a great VoC program using the insights drawn
Running a business is no easy task. What distinguishes a successful business from an unsuccessful one? The answer is very simple. Businesses who have tasted success keep customers as their focal point. This revelation comes as no surprise since the different metrics that were used to calibrate success like revenue, customer retention, and churn narrates only bits and pieces of the entire story.
Voice of customer program helps a business to closely monitor the pulse of customers to understand their views and perspectives clearer. This aids to bridge the gap between what a brand provides and what customers expect from them. When customers are happy, they turn into loyal brand advocates. This paves the way for steady revenue, more customers, brand image enhancement to name a few. Voice of customer programs are now adopted by companies across any sphere and has become the go-to tool to uncover and react to customer concerns, choice, and grievances. Thus having a voice of customer tool helps to set up and effectively implement a voice of customer program in place to improve customer satisfaction and engagement. Voice of customer or VoC, aims to improve the overall experience journey a consumer has with the brand.
The Internet has made lives simpler and task execution efficient. Listening to the voice of customers is not a Herculean task, thanks to the plethora of ways in which a business can reach out to a customer. Let's have a quick look at the most popular VoC methodologies in vogue.
When you want answers to your questions, what better way to go about it than online surveys! An online survey software helps you quickly draft up surveys that help you get crucial data from customers and gather valuable conclusions from it. This will help you to discover facets that require immediate attention. A voice of customer tool that allows to build & send engaging surveys must be your top pick any day!
Net Promoter Score has changed the very face of customer experience and engagement. This simple, yet powerful metric helps to evaluate customer loyalty and brand affinity with just a question or two. Setting and implementing NPS system for your business gives you tremendous advantage any day. All that you must to do is, whip up a quick and crisp NPS survey with your voice of customer tool and rest assured- you can collect invaluable data from it.
Interacting with customers has taken a novel and smart approach with the entry of live chat and chatbots. A chatbot for website gently pops up when a user visitor enters a site and collects quick feedback from them. Thus having website live chat helps you to obtain customer feedback, resolve complaints, and address queries.
Emails are powerful medium to engage with your customers. Be it collecting feedback or following-up to improve the engagement, and email surveys are one of the proven methods to listen to the voice of customers.
It’s not necessary to go online always. When you are collecting reviews from customers in-person, keeping your customers waiting while the internet takes it’s own sweet time is a big no-no. Thus, having offline surveys to do the job for you is the best option in such cases. In this manner, you needn’t worry about faltering internet connection; the offline survey app collects data and backs it up whenever a connection is established.
In-person interviews help you collect detailed voice of customer data even though it’s a time-consuming process. Direct interaction with customers helps companies get an in-depth understanding of what needs to be improved and what’s already faring well.
Social Media is a powerful time in this tech age. A single tweet or post is all that it takes to make a brand an instant hit or send it tumbling down. Most of the consumers take to social media to be vocal about their opinions. Thus one can safely say social media is a goldmine of the voice of customer data where you can quickly understand customer trends, resolve their queries and address their opinions.
Online reviews are instrumental in shaping the image of a business. Hard to believe? Here are some stats you must have a look at then. According to studies,
There is a whole bunch of things you can learn from online reviews. Customers are very candid and brutally honest while they post feedback reviews online. There’s a huge repository of the voice of customer data that you can mine from online reviews.
Voice of customer program includes a meticulous approach to listen, gather, analyze, and act upon customer feedback and customer engagement. Voice of customer tools are efficient operators which help a business to station a VoC program. Here are some must-have features you must look for in the voice of customer tool you opt for:
Choosing a voice of customer tool that offers a sleek interface must be at the top of your priority list. Instead of bombarding your audience with a bunch of irrelevant and unnecessarily long questions, build engaging & smart surveys that offer a refreshing experience. Opt for a voice of customer tool that offers diverse question types, and intelligent logic branching to ask what’s relevant. Employ surveys that are visually-appealing & containing crisp questions to get precise responses.
Ensure that the voice of customer surveys you draft reaches every single one of your target customers. This helps to increase the survey completion rates. In order to achieve this, pick out a voice of customer tool that offers multiple channels to share surveys like email surveys, web links, social media, and SMS to name a few. When there are more channels, customers have the liberty to pick one of their choices to give feedback.
If you opt a voice of customer tool that requires the customers to hop on to their desktop, then you can expect some disappointing numbers for response rates. Multi-device capability is a must-have feature of any tool, be it any domain. In this manner, your customers can take the survey using any device-smartphone, tablet or desktop, and still get a great experience. Don’t miss out on a single customer, each review counts.
Voice of customer process isn’t a one-time deal; it has to be implemented consistently. Thus a crucial part of the program involves sending the voice of customer surveys to customers to collect feedback from them. However, doing this process over and over again makes absolutely no sense. Look out for a voice of customer tool that offers the feature to send automated pulse surveys; this saves your time, efforts, and resources.
Using the voice of customer data, you can find out the section of your customers who are happy, unhappy, and neither of the two. With the audience management feature, you can segment your audience into various categories based on requirements. You can segment the audience, for example, based on their NPS score as promoters, passives, and detractors and set up follow-up and engagement strategies for each of them.
Needless to say, implementing a VoC program helps you to gain new perspectives on what your customers expect from the product and services you offer. For this, you need a voice of customer tool that drills down on the data collected to provide rich insights, discover blind spots and uncover aspects that may have been overlooked before. When you know what your customers need and expect, you can improve and make your product the best one out there.
Irrespective of the domain a business belongs to, it’s crucial to revolve everything around the customers. Loyal customers play an instrumental role in bringing in more revenue, more customers, and enhancing the brand image. Couple this with the fact that its about five to twenty times more costly to recruit new customers; needless to say, listening to the voice of customers is the best option to change your game! Owning a voice of customer tool will never be an unwise investment owing to the plethora of perks it brings to the table.
A voice of customer tool helps you to collect valuable feedback from your customers. This helps to gain light on what’s amiss from your side that the customers wish to be rectified. Knowing and acting according to the expectation of your customers easily help to place your product at the top.
Customers take the experience they had with a brand very seriously. They are fiercely honest when it comes to giving a review online about a product they encountered and used. A small string of negative reviews is enough to kick out your brand from the competition. Thus closely monitor their experience and feedback and take the efforts to go that extra mile to ensure they are happy and satisfied. A voice of customer tool helps to tap out crucial data so as to help a business improve and provide the best experience at every touch-point.
When you know how to handle customers, what they expect from you, how to improve the interaction at every touch-point, it is effortless to win their hearts. When a customer is happy, they remain loyal to remain. Soon enough, this translates into bigger and better numbers- regarding revenue and new customers and low numbers for customer churn.
When you have the clear-cut idea about what your customers want, their changing interests it is easy to draw-up trends and patterns that’ll help you to bring about product enhancements and tweaks to tailor-fit their ideas. A voice of customer tool can thus be your wingman in making your brand a class apart from all the competitors.
There’s no dearth of voice of customer tools in the market but choosing one that stands apart from the rest is the smartest way to go about. Read ahead and find out why SurveySparrow’s voice of customer tool takes your VoC to the next level.
SurveySparrow is all about taking the mundanity out of surveys by bringing in conversations. The voice of customer tool is the world’s first multi-UI platform that has a dual UI. With chat-like surveys & conversational forms, SurveySparrow guarantees you whopping completion rates with conversational surveys.
Automate is the new black. Why expend time on processes that can be carried out by the voice of customer tool? With the recurring survey feature, SurveySparrow’s voice of customer tool does just that. Configure the survey settings only once- the tool takes care of the rest. Send out automated periodic surveys as per your requirements; at your preferred time, date and day!
SurveySparrow’s voice of customer tool gives multiple survey sharing options so that your surveys receive the maximum reach and visibility. The various sharing channels include:
SurveySparrow’s voice of customer tool comes with a robust dashboard that renders in-depth reports, graphs, charts, histograms, and the likes to furnish you a comprehensive picture. Transform raw data into polished information in no time!
Searching for the right questions that should go in your surveys? Browse through our free survey templates and get them! Be it market research, customer satisfaction, employee engagement, we've got it for you!
A successful VoC program brings you all the insights that your company needs to understand your customers inside-out. Be it there preferences, predicaments, and complaints. This will help your brand to become more customer-centric and feedback-focussed!
"Smart, varied and loaded with opportunity for users to share insights they might not otherwise feel comfortable sharing..."
Digital Producer at Heat + Deloitte Digital
Market Intelligence & Strategy Manager at Paysafe
Business Manager at Brella
Founder at Parisa Consulting
Business Advisor at Exceeding Limits