One of the powerful methods for enhancing customer experiences and building lasting relationships is through Voice of Customer (VoC) tools. These tools allow businesses to gather insights directly from their customers, helping them to improve services, products, and overall customer satisfaction.
What are voice of customer (VoC) tools?
VoC tools are specialised software applications designed to collect, analyse, and interpret customer feedback. Feedback can come from various sources, including surveys, social media, direct customer interactions, and product reviews. The primary goal of the tools is to build a comprehensive understanding of customer sentiment, pain points, and preferences.
VoC tools let organisations gather qualitative and quantitative data, translating the voice of their customers into actionable insights. By implementing these tools, businesses can achieve a deeper understanding of their customers, leading to informed decision-making and ultimately, enhanced customer loyalty.
Top 7 Voice of Customer (VoC) tools for 2025
Here are the top seven VoC tools to consider in 2025, each offering unique features and functions to help you capture the voice of your customers effectively:
1. Revuze
Revuze is an AI-driven VoC tool that focuses on extracting actionable insights from customer feedback, reviews, and surveys.
Key features:
- Natural language processing to analyse open-ended responses.
- Comprehensive reporting dashboards that highlight key themes.
- The ability to benchmark against competitors.
Benefits: Revuze empowers businesses to turn large amounts of feedback into strategic insights, enhancing decision-making and customer engagement.
2. Satisfactory
Satisfactory is a user-friendly VoC tool that emphasises customer feedback collection through satisfaction surveys and interactive forms.
Key features:
- Simple survey creation with customisable templates.
- Live feedback tracking and reporting.
- Integration with popular CRM systems like Salesforce.
Benefits: Satisfactory helps businesses quickly gather customer feedback, allowing for immediate action to improve customer satisfaction and experience.
3. GetFeedback
GetFeedback offers a streamlined platform for creating surveys and collecting customer insights, designed for usability across various industries.
Key features:
- Easy drag-and-drop survey builder.
- Real-time feedback collection via multiple channels.
- Integration capabilities with other tools like Salesforce and HubSpot.
Benefits: GeTFEEDBACK provides actionable insights while ensuring an engaging experience for customers participating in surveys.
4. Chattermill
Chattermill focuses on analysing customer feedback through sophisticated AI and machine learning algorithms, turning unstructured data into actionable insights.
Key features:
- Customer sentiment analysis across multiple data sources.
- Automated reporting tools and dashboards.
- Customisable alerts for key metrics and issues.
Benefits: Chattermill enables businesses to react quickly to customer feedback, enhancing their responsiveness and improving overall service quality.
5. Skeepers
Skeepers is designed for brands looking to amplify the customer voice by combining feedback gathering and brand advocacy functions.
Key features:
- Comprehensive review management system.
- Real-time customer jury feedback for products.
- Customer advocacy programme integration.
Benefits: Skeepers helps brands transform customer insights into powerful endorsements, boosting brand reputation and fostering trust.
6. Medallia
Medallia is an established leader in the VoC space, providing an extensive platform for capturing feedback from various touchpoints throughout the customer journey.
Key features:
- Robust analytics capabilities and AI-driven insights.
- Multi-channel feedback collection, including mobile, web, and in-store.
- Integration with existing systems for data flow.
Benefits: Medallia’s comprehensive suite offers valuable tools for organisations aiming to transform customer feedback into strategic opportunities.
7. InMoment
InMoment combines customer feedback across all channels, providing organisations with insights to enhance customer experience consistently.
Key features:
- AI-powered analytics for deep insights and trends.
- Multi-channel capabilities for collecting feedback.
- Advanced reporting and visualisation tools.
Benefits: With InMoment, businesses can create a holistic view of the customer experience, driving improvements across the organisation.
Benefits of using VoC tools
- Enhanced customer understanding: By capturing and analysing customer feedback, businesses gain insights into what customers truly want, their pain points, and overall satisfaction levels.
- Improvement of products and services: VoC tools help organisations identify specific areas where products or services can be improved based on customer feedback, leading to increased satisfaction and loyalty.
- Informed decision making: With access to real-time customer insights, organisations can make data-driven decisions, ensuring that strategies align with customer preferences.
- Increased customer loyalty: When customers feel heard and valued, they are more likely to remain loyal to a brand, leading to repeat business and long-term growth.
- Competitive advantage: Organisations that effectively use customer feedback can stay ahead of competitors by quickly adapting to market demands and trends.
- Proactive issue resolution: VoC tools enable businesses to identify customer complaints early, allowing them to address issues proactively and improve overall customer satisfaction.
- Enhanced employee engagement: A deep understanding of customer needs can help employees deliver better service, enhancing their engagement and job satisfaction.
How to choose VoC tools
Choosing the right VoC tool involves several considerations:
- Define your goals: Before researching tools, clearly define what you want to achieve with VoC. Whether it’s improving product features, enhancing customer service, or understanding market trends, outlining your goals will help narrow your choices.
- Assess your budget: VoC tools come with various pricing models. Determine your budget and evaluate the tools that provide the best value for your investment.
- Evaluate features: Based on your goals, assess the features of each tool. Prioritise the features that align with your needs, like sentiment analysis, real-time reporting, or integration capabilities.
- Check integration options: Ensure that the chosen VoC tool can easily integrate with your existing systems. Integration can save time and enhance the overall efficiency of data utilisation.
- Look for scalability: As your business grows, your VoC needs may change. Choose a tool that can scale with your business and adapt to evolving customer insight demands.
- Request demos and trials: Take advantage of free trials or request demos to see how the tools function in real-time. The experience can provide valuable information about usability and effectiveness.
- Read reviews and case studies: Researching customer reviews, testimonials, and case studies can give you insights into how well the tool performs and its impact on businesses similar to yours.
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