Categories > Voice of the Customer Software

Last Reviewed: November 14th, 2024

Best Voice of the Customer Software Of 2024

What is Voice of the Customer Software?

Voice of the Customer (VoC) software, an integral data-driven tool, processes and analyzes customer feedback, comprehensively understanding their experiences and expectations. It brings to light the directly communicated or subtly implied needs of the customer, simplifying complex data for detailed insights and strategy formulation. This is essential to harmonize product development, customer success team activities, and marketing efforts, ensuring consistency with the customer's voice. It's beneficial across sectors, especially customer-intensive ones like retail and hospitality. However, potential limitations may include difficulty in integrating diverse data sources and subjectivity in interpretive analysis. Key functionalities vary from sentiment analysis, text analytics to survey capabilities. Emerging features point towards AI-powered deep data analysis and predictive customer models. Overall, VoC software serves a bridge, linking the business to its customer base, aiding in informed decision-making, and enhancing satisfaction levels, pushing business growth and customer retention.

What Are The Key Benefits of Voice of the Customer Software?

Precise Customer Insight Analysis
Enhanced Customer Engagement
Strategic Decision Making Aid
Improved Product Development
Focused Marketing Efforts
Consistent Brand Messaging
Data Integration Capability
Improved Customer Retention
Boosted Revenue Growth
Better Competitive Positioning

Overall

Based on the latest available data collected by SelectHub for 216 solutions, we determined the following solutions are the best Voice of the Customer Software overall:

How We Rate Products

Our vendor evaluation process involves an in-depth 400+ point analysis of the product's capabilities. Our rigorous evaluation criteria, commitment to data integrity and dedicated industry coverage allow us to deliver the best possible insights and recommendations, free of bias or undue influence. Our methodology and process come together in our analyst scores.

SelectHub's Technology Selection Management (TSM) Scoring Engine processes the data collected during research and computes the analyst score for each product. The scoring engine factors in functional and technical requirements, standardized across categories for an apples-to-apples comparison. The computation also includes implementation and vendor qualification criteria where present.

Qualtrics XM

Start Price

^$1,500

Annually

Company Size

Small Medium Large

Deployment

Cloud On-Premise

Platform

Mac Windows Linux Chromebook Android

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Why We Picked Qualtrics XM

Over the past year, Qualtrics XM has emerged as a robust platform in the realm of customer experience management, distinguishing itself through a blend of comprehensive analytics, user-friendly design, and versatile survey tools. Users have lauded its ability to gather and analyze customer feedback across multiple channels, offering deep insights that drive strategic decisions. A standout feature is its predictive intelligence capabilities, which not only analyze past customer behavior but also forecast future trends, setting it apart from competitors like SurveyMonkey and Zendesk. However, some users have noted a steep learning curve and higher price point as potential barriers, particularly for smaller businesses or those with limited technical resources.

Despite these challenges, the depth of customization and integration options available with Qualtrics XM is frequently highlighted as a significant advantage. Users can tailor surveys and reports to meet specific needs, integrating data from various sources for a holistic view of the customer experience. This level of customization and integration is often cited as a key differentiator from other platforms, which may offer more out-of-the-box solutions but less flexibility. The importance of this cannot be overstated, as it allows businesses to adapt quickly to changing customer expectations and market dynamics.

Qualtrics XM is best suited for medium to large enterprises that prioritize a deep understanding of their customer experience and are willing to invest in a comprehensive platform. Its advanced analytics, predictive capabilities, and customization options make it particularly valuable for organizations that operate in dynamic industries or have a diverse customer base. While the initial investment in time and resources may be higher, the potential for actionable insights and strategic decision-making justifies the commitment for businesses focused on long-term customer satisfaction and loyalty.

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Pros & Cons

Sophisticated Survey Design: Qualtrics XM offers a wide range of question types and logic options, enabling users to create complex and nuanced surveys that yield richer insights. The platform's user-friendly interface makes it easy to design surveys, even for those with limited experience.
Robust Reporting and Analytics: Qualtrics XM provides powerful reporting and analytics tools that allow users to easily analyze survey data and generate meaningful insights. Users can create custom reports, dashboards, and data visualizations to track key metrics and trends over time.
Actionable Insights: Qualtrics XM goes beyond simply collecting data; it helps users turn data into actionable insights. The platform's text analytics and sentiment analysis capabilities allow users to understand the underlying emotions and opinions expressed in survey responses, providing valuable context for decision-making.
Integrations and Partnerships: Qualtrics XM integrates with a wide range of third-party tools and platforms, such as CRM systems, marketing automation platforms, and social media platforms. These integrations allow users to connect survey data with other business data sources, providing a more holistic view of the customer experience.

Steep Learning Curve: The platform's extensive features and functionalities can be overwhelming for new users, requiring significant time investment to master. This complexity can hinder adoption and limit the ability to fully leverage its capabilities.
Cost: Qualtrics XM is known for its premium pricing, which may be prohibitive for smaller businesses or those with limited budgets. The pricing structure can also be complex, making it difficult to predict and manage costs effectively.
Mobile App Limitations: The mobile app's functionality is limited compared to the web version, restricting users' ability to manage and analyze data on the go. This can be inconvenient for teams that require flexibility and remote access.

Key Features

Automation: Automatically deliver recommended actions and notifications to the appropriate teams. Use drag-and-drop integrations to create a unified system of action within CRMs, ticketing platforms and messaging apps.
Digital Optimization: Streamline customer engagement on digital channels.
- Customer Targeting: Deliver more personalized and relevant content to customers. Analyze customer behavior through targeted assessment.
- Apps: Optimize in-app experiences to improve brand reputation. Monitor app store reviews and automatically send recommended solutions to team members.
- Feedback: Gather feedback across every digital touchpoint and convert it into actionable insights. Gain insights about new digital products and services in real time. Connect with customers via app, web, chat or SMS.
- Customer Satisfaction: Use advanced statistics to compare customer journeys with their satisfaction scores.
Dashboards: Collect feedback, design digital listening posts and create programs through intuitive dashboards. Use drag-and-drop modules to deliver feedback surveys across apps, mobile and web.
Artificial Intelligence: Discover trends and patterns, and predict customer behavior via AI modules.
- Customer Behavior: Automatically view actions that enhance customer experience.
- Customer Interactions: Analyze comments from multiple sources like social media, chatbots, surveys, websites and more. Identify engagement across customer touchpoints. Analyze phone calls to uncover insights and track agents’ performance.
- Critical Issues: Monitor urgent issues and automatically follow-up via texts.
- Industry Knowledge: Leverage pre-built, industry-specific topic libraries.
- Statistical Analysis and Testing: Implement regressions, correlations, pivot tables, crosstabs, conjoint and cluster analysis. Automatically run relevant tests by computing data.
Reputation Management: Extract data from online channels, automatically request positive reviews and publicly counter negative ones. Analyze user sentiment, track location-specific trends and get an overview of brand reputation across all digital channels.
Personalization: Reduce churn by identifying at-risk clients and anticipating behaviors. Create tickets for queries and concerns, facilitating quick follow-ups. Connect with customers through SMS, chatbots, email, websites, apps and more to deliver personalized interactions.
Voice of Customers (VoC): Base critical business decisions around customers. Gather real-time insights on crucial satisfaction drivers for first-time and regular clients. Deliver customized products, features and add-ons.
NPS: Optimize the customer experience, identify dissatisfied customers, segment them by loyalty, compare against competitors and industry benchmarks, and track product improvements via the Net Promoter® Score.
Feedback Management: Take quick actions on customer feedback with ticketing systems, resolution tracking and root cause, and text and statistical analysis. Automatically convert feedback into tickets by setting triggers. Monitor tickets, customer satisfaction, team productivity and first call resolution through role-based dashboards.
Surveys: Increase brand awareness and customer retention through surveys. Use the drag-and-drop user interface to create customizable surveys or opt for pre-built ones. Deliver surveys across all channels like email, text, offline and native apps, chatbots and more.
Integrations: Connect existing tech stacks with Google Analytics, Genesys Cloud, Salesforce, SlackIntegromat, Infotools, Adobe Analytics, Zapier, Quantum Metric and more.
Security: Ensure data protection with encryption, FedRAMP authorization and ISO27001 and HITRUST certifications. Provides password-protected accounts, single sign-on and multi-factor authentication, user logs monitoring and data backups.

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Zendesk

Start Price

^$55

Per User, Monthly

Company Size

Small Medium Large

Deployment

Cloud On-Premise

Platform

Mac Windows Linux Chromebook Android

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Why We Picked Zendesk

Zendesk For Service offers streamlined tools for businesses of all sizes. It excels in features like ticket management, collaboration and knowledge management. Its interface is easy to use and understand, and there are plenty of onboarding resources for new users. The platform also offers numerous integrations with programs like CRM systems, project management tools and collaboration tools like Slack.

While users praised the comprehensive features and level of customization offered by the platform, they also said that this can make the learning curve steeper. Some customers were also disappointed by the lack of advanced reporting tools, the unresponsiveness of customer support and high cost for small businesses. All in all, Zendesk is a scalable and feature-rich solution for businesses looking for an efficient ticketing and support tool.

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Pros & Cons

Ticket Management: 83% of users who talked about Zendesk’s ticket management features had a positive experience and praised the platform.
Ease of Use: 64% of users who talked about their onboarding and general experience using the platform said Zendesk was easy to use and learn.
Integrations: 57% of reviewers who mentioned integrations were happy with the range and variety of integrations available.
Knowledge Management: 83% of users who mentioned using the knowledge management and help center tools said they had a positive experience.
Collaboration: 92% of users who talked about Zendesk’s collaboration tools said that the platform made external and internal collaboration and communication easier.

Reporting: 55% of users who talked about the platform’s reporting and analytics tools complained about the lack of advanced reporting tools, especially on cheaper plans.
Customer Support: 70% of users who talked about contacting Zendesk customer service expressed dissatisfaction with their experience.
Cost: 100% of users who talked about pricing said that the cost of the platform was quite high for small businesses and businesses in developing countries.

Key Features

Ticketing System: Offer high-quality customer support across various channels with pre-built dashboards, automation, customer ticket fields and dynamic forms. Avoid misplacing tickets, produce faster resolution and boost the bandwidth via robust tools such as CSAT ratings, routing, service-level agreements and time tracking.
Omnichannel Support: Offer quick and seamless customer support through multiple channels including email, phone, chat, customized chatbots, a website, WhatsApp, messaging, Facebook and Twitter to ensure faster resolutions
Messaging and Live Chat: Engage in long-term, personalized conversations with customers to deliver instant support without any repetitions. Help customers get instant answers via bots and integrated programs with the ability to turn to a live agent whenever needed.
Help Center: Give customers access to knowledge base articles and automated suggestion pop-ups to enable a streamlined and efficient self-service. Convert essential issues in the community into resolvable tickets and update reusable content from help centers and articles through content blocks.
Voice Support: Deliver instant support to customers with a cloud-based voice solution, plug into 90+ telephone providers. Extend voice capabilities with services including redaction, quality assurance and advanced call transcriptions.
Community Forums: Create a platform for customers to collaborate, provide feedback, review the product, and answer other user’s questions. Help them reach out for the most relevant services.
Reporting and Analytics: Analyze how customers use websites, products, services and various support channels. Determine ways to improve the experience by getting instant access to insights and identifying problem areas via customizable, pre-built dashboards.
Knowledge Base: Help customers get to know the services and products better by creating easy-to-read articles with rich formatting and translations to 40+ languages for a localized customer experience.

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okapi

Start Price

^$99

Company Size

Small Medium Large

Deployment

Cloud On-Premise

Platform

Mac Windows Linux Chromebook Android

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Key Features

Audience Targeting
Campaign Management
Data Analysis Tools
Email Marketing
Event Calendar
Landing Pages/Web Forms
Location-Based Marketing
Mobile Survey
Offline Response Collection
Question Branching
Question Library
Reporting/Analytics
Site Intercept Survey
Skip Logic
Social Promotion
Support Audio/Images/Video
Surveys & Feedback
URL Customization
Website Management

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Podium

Start Price

^$0

Quote-based

Company Size

Small Medium Large

Deployment

Cloud On-Premise

Platform

Mac Windows Linux Chromebook Android

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Key Features

Reviews: Receive notifications of new reviews in a single inbox for instant management. Integration with ERP, POS and CRM systems facilitates sending automated and customizable invitations to customers that help generate reviews. Monitor and compare company and competitor reviews to improve services.
Automated Interactions: Strengthen customer engagement using an automated messaging system to interact with them. Send appointment reminders, request feedback and follow up on previous queries using SMS, Facebook Messenger and WhatsApp.
Teamchat: Via one-on-one and group messaging, teams can discuss reviews, study customer questions and communicate developments through a centralized platform without needing emails, phone calls and other applications.
Performance Analytics: Assess overall business performance. Its analytics package includes reports indicating key business metrics like leads generated, average site rating, total active conversations and reviews, median response time and more.
Payments: Collect payments through options like Google Pay, HAS, Apple Pay, credit and debit cards, and bank transfers. Share payment links with customers via text messages. Incurs transaction fees for payments initiated. Provides instant refunds, invoices and fraud protection.
Inbox: Organize customer conversations in a centralized location. View interaction history and customer profiles for context. Mark messages as read and unread, and allocate them to team members. Provides role-based permissions, customizable templates and automates responses.
SMS Marketing Campaigns: Deliver brand-specific marketing campaigns via SMS. Evaluate their performance and results through the dashboard.
Webchat: Use a chat widget on websites to initiate conversations, schedule appointments and answer queries. Customize it to add brand-centric greetings and avatars. Transfer conversations to different channels and auto-respond to FAQs.
Video Chat: Personalize interactions by connecting with customers through secure video chat. Schedule virtual appointments, share screens and flip between selfie and regular mode.

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UserTesting

Company Size

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Deployment

Cloud On-Premise

Platform

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Key Features

Testing: Connect with customers and gain insights through easy-to-use testing tools. Test prototypes, websites, app designs, campaigns, concepts and more. Provides usability, A/B and information architecture testing.
- Customizable Tests: Create customized tests — ask open-ended, multiple-choice and rating scale questions — or launch pre-formatted tests.
- Targeting: Target intended audiences via the “My Panel” and “My Recruit” modules.
- Tasks: Create and organize tasks in an integrated dashboard with a drag-and-drop interface.
Feedback: Receive instant feedback on product issues, advertising campaigns, promotions and brands. Enhance marketing campaigns, gain a competitive edge and boost channel performance by connecting with customers, employees and partners.
Integrations: Leverage integrations with other systems and technologies to extend functionality and increase data visibility.
- Technical Integrations: Share insights, schedule live conversations, add videos and clips, and launch tests by accessing connections with Jira, Slack, Trello, Outlook and Google Calendar.
- Ecosystem: Conduct quantitative studies by integrating with Qualtrics, SurveyMonkey and Medallia. Design prototypes through Adobe XD, InVision, Sketch and Figma. Transform data into insights via Adobe Analytics, Google Analytics and Pendo.
Mobile Testing: Run customizable mobile tests to improve experiences and uncover insights on app abandonment and usage. Conduct tests on iOS and Android mobile devices and tablets. Test unreleased and live apps, mobile prototypes and AR/VR and web-based experiences. Leverage the tester’s camera and use the full-screen recording solution to get direct feedback.
Video Interviews: Schedule instant one-on-one interviews with target customers through a live conversation module. Ask follow-up questions, note important details and pick up non-verbal cues. Supports multiple time zones, screen sharing and recording.
Customer Network: Get access to diverse and vetted customer groups through the contributor network. Select audience demographically using advanced targeting.
Security: Protect data with 256-bit AES encryption and Amazon Web Services, which also offers property data storage. Provides disaster recovery, service authentication, restricted access and single sign-on options.

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Acoustic

Start Price

^$0

Company Size

Small Medium Large

Deployment

Cloud On-Premise

Platform

Mac Windows Linux Chromebook Android

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Key Features

Analytics: Optimize experience, observe user intentions, identify at-risk customers and measure campaign performance by leveraging the analytical module.
- Digital Analytics: Gather insights on visitors and conversion rates across all digital channels.
- Customer Analytics: Analyze behavior data at individual and multi-channel levels. Collect information across several touchpoints to investigate customer abandonment, action replication and task duration.
- Dashboards and Reporting: Glean shareable insights and digital metrics via easy-to-use dashboards. Monitor purchases and objectives to understand clients’ lifetime value.
Personalizations: Increase engagement by delivering brand-centric, customized buying experiences and relevant product suggestions. Create targeted marketing campaigns based on defined segments. Implement A/B testing for web channels and receive notifications post-completion.
Content Management: Manage content creation, implementation and other processes within an AI-based system.
- Content Repository: Easily search in a unified repository and pull up templates, approvals, publishing reviews and more. Store content and media in a centralized place and deliver consistent content across all channels. Add reusable and repurposable copies, images and other assets.
- Content Creation: Create content for use across multiple touchpoints like emails and landing pages. Pick layouts, edit pages, implement and mobilize content, and search through the library. Access Shutterstock’s editor and more than 200 million content pieces. Distinguish product- or brand-specific items by identifying elements and characteristics.
Campaign Management: Enhance engagement and appeal to new clients by creating personalized, multi-channel campaigns. Target specific audiences based on preferences, behavioral patterns and profiles. Measure performance, clicks, unsubscribes and opens through customizable dashboards. Facilitates email, social media, SMS and mobile marketing.
Mobile Optimization: Streamline experiences across all touchpoints through the AI-powered mobile marketing module. Deliver tailored content, automate communications and understand mobile-based journeys.
Integrations: Access pre-built and click-to-connect integrations with Salesforce, SugarCRM, Google Analytics and more.
Website Interactions: Track what customers see and the actions they take on web and mobile devices. Visualize customer behavior on web pages through heat maps. Replay and record all sessions, and send them to the legal or compliance team, as needed.
Digital Experience Management: Capture, manage and observe visitor interactions.
- Call Center Data: Connect online data with call centers. Predict spikes and dips in calls to prepare teams for quick issue resolutions.
- Protection: Detect counterfeit activities and time-sensitive opportunities.
- Reporting: Gain real-time insights on customer abandonment, business health and errors. Maintain comprehensive reports that can be sent to decision-makers.

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Hotjar

Start Price

^$0

Annual, Free

Company Size

Small Medium Large

Deployment

Cloud On-Premise

Platform

Mac Windows Linux Chromebook Android

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Key Features

Heatmaps: Visualize where visitors are clicking, scrolling and moving on the website. Analyze user behavior to uncover successful elements and identify underperforming pages. Compare engagement levels on multiple devices and detect problems like unclickable links and broken forms. Run A/B tests to observe changes.
Recording: Monitor what visitors see on the website through live playbacks. View complete recordings to observe mouse and rage clicks and retractions. Use filter recording to identify obstacles and frustration points instantly. Upload custom data to filter recordings based on customer segments like loyalty, at-risk and spendthrift.
Surveys: Use surveys to discover reasons for potential obstacles, customer churn and product likability, and gather insights on new launches. Generate customizable surveys that measure customer satisfaction and loyalty metrics like NPS, CSAT and CES.
Feedback: Capture positive or negative customer reactions in real time. Set benchmarks like user ratings to discover problematic aspects and low-performing pages. Collect localized input in more than 40 languages.
Integrations: Leverage connections with Google Optimize, Slack, Zapier, Segment, Hubspot and Omniconvert.
Security: Ensure data protection through Amazon Web Services. Provides internal and external checkpoints in applications. It is PCI compliant and ISO-27001 certified.

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Lifesize

Start Price

^$14.95

Company Size

Small Medium Large

Deployment

Cloud On-Premise

Platform

Mac Windows Linux Chromebook Android

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Key Features

Access Controls/Permissions
Action Item Tracking
Activity/News Feed
Agenda Management
Agent Interface
Alerts / Escalation
Alerts/Notifications
Archiving & Retention
Attendee Management
Audio / Video Conferencing
Audio Calls
Audio/Video Recording
Auto Framing
Auto-Dialer
Automated Routing
Automatic Call Distribution
Automatic Transcription
Blended Call Center
Blogs
Calendar Management
Calendar Sync
Call Center Management
Call Conferencing
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scheduling
Call Screening
Call Scripting
Call Tagging
Call Transfer
Callback Scheduling
Campaign Management
Chat/Messaging
Chatbot
Collaboration Tools
Communication Management
Computer Telephony Integration
Conferencing
Contact Management
CRM
Custom Greetings/Messages
Customer Segmentation
Customizable Branding
Dashboard
Discussions / Forums
Electronic Hand Raising
Employee Database
Employee Photos
Event Triggered Actions
Feedback Management
File Sharing
File Transfer
HD Audio/Video
Inbound Call Center
Internal Meetings
International Calling
IVR / Voice Recognition
Knowledge Management
Lead Distribution
Live Chat
Manual Dialer
Meeting Management
Meeting Preparation Tools
Meeting Room Booking
Microsoft Outlook Integration
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-User Collaboration
Multiple Scripts
Negative Feedback Management
Newsletter Management
NPS Survey Structure
On-Demand Recording
On-Demand Webcasting
Online Voice Transmission
Outbound Call Center
Phone Key Input
Polls/Voting
Power Dialer
Pre-recorded Messages
Predictive Analytics
Predictive Dialer
Presentation Streaming
Presentation Tools
Preview Dialer
Private Chat
Progressive Dialer
Quality Management
Queue Management
Real Time Notifications
Real-Time Chat
Recording
Reporting & Statistics
Reporting/Analytics
Scheduled Recording
Scheduling
Screen Sharing
Search/Filter
Sentiment Analysis
Single Sign On
SIP Trunking
SMS Messaging
SSL Security
Survey/Poll Management
Surveys & Feedback
Task Management
Text Analysis
Text to Speech
Third Party Integrations
Two Way Audio & Video
Two-Way Audio & Video
Unified Communications
User Profiles
Video Call Recording
Video Conferencing
Virtual Backgrounds
Virtual Voicemail
Voice Customization
Voice Mail
Voicemail Transcription
Workforce Management

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Genesys

Company Size

Small Medium Large

Deployment

Cloud On-Premise

Platform

Mac Windows Linux Chromebook Android

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Key Features

Chatbots: Deliver instant, personalized and automated services via bots. Let customers use self-service for simple queries and seamlessly hand-over conversations to live agents when necessary. Build conversational bots and use them on multiple platforms like Google, IBM, Facebook Messenger, Whatsapp and Apple Business Chat.
Email: Enhance the customer experience with quick issue resolution and personalized responses. Respond faster by using customizable canned responses.
- Intelligent Routing: Deliver emails to appropriate agents or a shared mailbox according to priority, business rules and resource availability.
- Blocking and Virus Protection: Block specific addresses from sending emails to agents. Protects against spam and viruses.
- Text Formatting and Images: Add bullets and number lists, change colors, highlight text and attach files and images.
Voicebots: Deploy automated support across all channels through AI-powered voicebots. Create task-specific bots for bills or account administration through the drag-and-drop builder. Provides cross-selling and up-selling opportunities via personalized recommendations.
Live Chat: Facilitate real-time, two-way conversations by providing personalized support and additional details to customers via the live chat widget. Reach out to customers based on web page activity by assigning several triggers like behavior, availability and segmentation. Provides skill-based routing, post-chat surveys, typing indicators and channel escalation options.
Integrations: Via open APIs, connect existing tech infrastructure with webhooks, CRMs, PBX, ACD, pre-built and third-party applications, and other legacy solutions.
Messaging: Connect with customers on Facebook Messenger, Whatsapp, WeChat, SMS and other chat platforms. Route conversations to agents with contextual information for faster issue resolution. Optimize messaging experiences by using interactive elements and suggested actions.
Reporting: Convert customer interactions across all touchpoints into actionable insights.
- KPIs and SLAs: Track relevant metrics to measure resolution rates and customer satisfaction. Compare historical and real-time data. Filter, save and export details.
- Tracking: Monitor customer journeys to make proactive decisions at the right time.
- Analytics: Analyze call recordings and text conversations on email, social media or chat to uncover insights and identify issues. Measure previous and real-time email performance. Use predictive analytics to anticipate customer interactions and discover trends. Provides data visualization modules.
- Dashboards: Access data through real-time, configurable dashboards and add necessary parameters and filters.
Routing: Assign appropriate agents to customers based on their needs and preferences. Use predictive routing to prioritize tasks and anticipate outcomes. Reduce resolution time by shifting from one channel to another without losing context. Build customer and agent profiles for personalized interactions.
Security: Protect public or private cloud-enabled call center platforms and secure data through firewall capabilities and its signature-based Network Intrusion Detection system. Provides multi-stage authentication and 24/7 CCTV surveillance at data centers. PCI Level 1 and HIPAA Compliant, and SOC 2 certified.

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Kustomer

Start Price

^$5,000

Monthly

Company Size

Small Medium Large

Deployment

Cloud On-Premise

Platform

Mac Windows Linux Chromebook Android

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Why We Picked Kustomer

Kustomer, a help desk software, stands out among its peers for its robust features and ability to manage complex customer interactions. Users praise its customizable interface, automation capabilities, and integrations with third-party applications. One reviewer noted, "Kustomer's intuitive design allows us to tailor it to our specific needs, streamlining our support processes." Its ability to automate repetitive tasks and provide personalized experiences has also impressed users, with another stating, "Kustomer's AI-powered automation has freed up our agents, allowing them to focus on high-value interactions."

However, some users have expressed concerns about the software's pricing and complexity. One reviewer commented, "While Kustomer offers a wide range of features, its cost can be prohibitive for smaller organizations." Additionally, its advanced features may require technical expertise to fully utilize, which can be a challenge for teams with limited resources.

Overall, Kustomer is best suited for large organizations with complex customer support needs and the resources to invest in a comprehensive help desk solution. Its strengths in customization, automation, and integrations make it a powerful tool for managing high volumes of customer interactions effectively.

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Pros & Cons

Cloud-Based Solution: Easy deployment and maintenance, accessible from anywhere with an internet connection.
Omnichannel Support: Manage customer interactions from multiple channels (email, chat, social media) in a single platform.
Automated Workflows: Streamline repetitive tasks, such as ticket routing and response generation, saving time and improving efficiency.
Knowledge Base Integration: Provide customers with self-service options by integrating a knowledge base into the platform.
Real-Time Analytics: Track key metrics, such as average response time and customer satisfaction, to identify areas for improvement.
Customization Options: Tailor the platform to specific business needs, including branding, custom fields, and reporting.
Strong Integrations: Connect with popular CRM and business applications to streamline data sharing and improve productivity.
Excellent Customer Support: Kustomer's dedicated support team provides assistance and guidance, ensuring a smooth implementation and ongoing success.

Unintuitive Interface: Kustomer's interface can be confusing and difficult to navigate, leading to a steep learning curve and reduced efficiency for users.
Limited Customization: Users have reported limited options for customizing the platform to fit their specific workflows and business needs.
Slow Performance: Kustomer has been criticized for slow loading times and occasional glitches, impacting the user experience and productivity.
Limited Integrations: Kustomer's integration capabilities may not meet the diverse needs of users, hindering the seamless integration of essential tools and applications.
Costly: Kustomer's pricing has been reported to be higher compared to other help desk software options, potentially limiting its accessibility for small businesses or those with budget constraints.

Key Features

CRM Integration: Kustomer seamlessly integrates with leading CRM systems, enabling customer support teams to access and update customer data from a single platform.
Omnichannel Support: Kustomer provides support across multiple channels, including email, phone, chat, SMS, and social media, allowing businesses to engage with customers on their preferred platform.
AI-Powered Insights: Kustomer leverages artificial intelligence (AI) to analyze customer data, identify trends, and provide actionable insights to improve support efficiency and customer satisfaction.
Collaboration Tools: Kustomer offers robust collaboration features, such as internal messaging, file sharing, and case tagging, enabling support teams to work together seamlessly and resolve customer issues faster.
Self-Service Portal: Kustomer provides a customizable self-service portal where customers can access knowledge base articles, submit requests, and track their progress, reducing the burden on support teams.
Customizable Dashboards: Kustomer allows businesses to create personalized dashboards with real-time metrics and analytics, providing insights into team performance, customer satisfaction, and key performance indicators (KPIs).
Reporting and Analytics: Kustomer offers comprehensive reporting and analytics capabilities, enabling businesses to track support performance, identify areas for improvement, and demonstrate the impact of customer support on business outcomes.
Open API: Kustomer provides an open application programming interface (API), allowing businesses to integrate with other systems and customize their support experience.

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Buyer's Guide

Voice of the Customer Software Is All About Collecting and Analyzing Feedback To Improve the Customer Experience

By Manogna Matta, Technical Writer at SelectHub

Voice of the Customer Software BG Intro

What makes a successful business different from an unsuccessful one? Successful businesses keep customers at the heart of their decisions. However, trying to understand why consumers behave the way they do is no easy feat. This is where the customer experience and voice of the customer software come in. These tools help not just hear but actually listen to what customers are saying and make them feel valued.

Looking for ways to analyze client feedback, make sense of how customers feel about your brand and identify methods to improve it? Voice of the customer software might be right for you. In this buyer’s guide, we’ll go over its benefits and features to help you pick an ideal solution.

Executive Summary

Voice of the customer software helps businesses collect and analyze feedback and gain real-time insights into their target audience’s needs, concerns and expectations.
Key features include feedback management, sentiment analysis, customer journey mapping, survey and interview capabilities, and market research tools.
Make sure to ask potential vendors specific, open-ended questions during your software search before committing to a purchase.

What This Guide Covers:

What Is Voice of the Customer Software?
Primary Benefits
Key Features and Functionality
Software Comparison Strategy
Cost & Pricing Considerations
The Most Popular Voice of the Customer Software
Questions To Ask
Next Steps
Product Comparisons

What Is Voice of the Customer Software?

Voice of the customer software is a system that helps understand client behaviors, needs and expectations and provides tools to act on those insights. The platform is about maximizing customer loyalty and retention using customer experience (CX) and voice of the customer (VoC) concepts as the base.

But what exactly is the voice of the customer?

Related Categories

It’s a method of collecting and analyzing consumer feedback to understand their sentiments and preferences. A component of CX, it keeps customers at the center of the business. You can get in-depth insights into client interactions, how they perceive the brand, products and services, and understand what customers really want.

A good VoC program has to meet three criteria — it needs to capture data from multiple sources, analyze and derive insights from datasets, and act on data with workflows, alerts and recommendations. It should also monitor key metrics and progress over a period of time.

The solution’s capabilities range from simple mobile surveys to complex AI-guided text analyses that help price a product for the greatest return. With VoC software, you can identify trends and pain points, improve product offerings, and make informed decisions so you not only meet but exceed customer expectations.

Primary Benefits

Voice of the Customer Software Benefits

Create Great Customer Experiences

Voice of the customer software helps analyze customer pain points, behaviors, preferences and complaints so you can meet consumers where they are. Dynamic tools like real-time response triggers, alerts, and survey and research modules, give insight into clients at every stage, enabling you to provide high-quality customer experiences.

VoC solutions ensure your business thrives by:

Capturing feedback from multiple channels and sources
Analyzing sentiments behind customer actions
Identifying and prioritizing what clients want
Tracking and visualizing customer journeys
Engaging consumers through continuous conversations on various touchpoints

Improve Brand Management

Launching new concepts or rebranding your current business is always tricky. Marketing teams need to predict how new products can affect brand experience and perception.

Younger generations like Millennials and Gen Z care a good deal about social responsibility and sustainability. In this political climate, tone-deaf messaging can lead to negative press and lost revenue, destroying hard-earned customer trust. In short, it can prove to be devastating to your brand image.

Voice of the customer software helps avoid such missteps by enabling you to test audience responses, identify the product’s weaknesses and areas for improvement, and create new offerings based on what consumers value.

Good digital customer experience (DCX) and VoC have become the need of the hour, and 79% of organizations consider it extremely or very important. By helping you make informed, data-driven decisions, the system lets you finetune your services to maximize customer satisfaction.

Increase Customer Retention and Revenue

When you care about your customers and take their concerns and preferences seriously, you build customer trust and loyalty. Voice of the customer software helps you go the extra mile and beyond.

Multi-channel data collection enables you to improve business processes, creating greater consistency and reducing overall operational costs. You can spot early warning signs and take corrective actions before you run into bottlenecks. By aligning products with customers’ needs, you increase revenue and stay ahead of competitors.

VoC solutions also help reduce sales, marketing and service teams’ workload. With robust automation and reporting features, your employees can focus on core, complex tasks. The platform enhances collaboration so everyone can stay in the loop and build a customer-centric environment that acts quickly and effectively.

Key Features & Functionality

Feedback Management	You can collect feedback from multiple channels like emails, web surveys and social media and store it in a centralized database. Sales, marketing and service teams can track and respond to feedback and use it to navigate customer conversations. Determine NPS, CSAT and other metrics to get a streamlined understanding of clients.
Sentiment Analysis	This feature helps detect and identify customer feedback as positive, negative or neutral. Use NLP and machine learning to understand how consumers feel about your brand. The platform helps with social media monitoring, text analytics and understanding reviews.
Customer Journey Mapping	You can use dashboards and reports to visualize client journeys and build customer personas with ease. VoC software helps identify pain points, expansion opportunities and where customers are likely to drop off. It collects data right from the first point of contact to the final sale and post-purchase, enabling you to understand customer behaviors and optimize user experiences.
Survey and Interview Capabilities	Create questionnaires and customer surveys with multiple-choice, ranking or open-ended questions. You can promote them through emails, SMS, embedded links and other touchpoints. Built-in functionalities enable teams to conduct and record interviews via text, audio or video, helping them better understand customer sentiments.
Market Research Tools	Capture and analyze data about your target audience’s opinions on a range of topics. You can get deep insights into customer expectations, your competitors, gaps in the market, risks and challenges, and create marketing strategies accordingly.

Software Comparison Strategy

With so many vendors in the market, it can get overwhelming to pick the best voice of the customer software for your business. You can start by consulting your peers and industry professionals for suggestions. After you gather the top VoC program options, prepare a requirements checklist to further narrow down your search.

Jumpstart your software comparison process by considering the following aspects:

Preferred Features: It’s vital to explore the “why” behind getting a VoC solution. Why exactly do you need it? Which features can help solve your pain points? Your best VoC software options should excel in feedback collection and analysis, customer segmentation, multi-channel communication, live chat, reports, and follow-ups. They should also provide relationship surveys like NPS and transactional surveys like CSAT and CES.

Mobile Platform: VoC applications that you can access anywhere, on any device you want, are especially beneficial if you have remote or hybrid teams. It’s a bonus if you can use the platform offline, something helpful in cases of spotty service.

Budget: You need to be honest about your budget and how much you can afford to spend. Thoroughly consider all variables, like the number of users and hidden costs, before making a purchase.

Integrations: Your ideal solutions should integrate with your preferred apps, enabling you to streamline communication. Systems that sync with your email, social media handles and other communication tools are handy.

Scalability and Customizations: What customizable features does the software offer? Does it come with any pre-built templates? What about scalability options? It helps to invest in technical capabilities that can expand as your business grows.

Vendor Support: Does your vendor provide hands-on customer support? What data security and privacy measures do they have in place? What do their installation, onboarding and training processes look like?

User Experience: VoC solutions that are intuitive and easy to use help save valuable time and money that would otherwise go into costly and time-consuming software training.

Cost & Pricing Considerations

How much does voice of the customer software cost? The answer depends on the features and customizations you’re looking for.

The price can be as low as $9, though good quality software with basic functionalities is priced around $50. Advanced solutions with robust features cost around $200 or upward, while enterprise platforms cost $500 to thousands of dollars.

Most vendors charge on a monthly, quarterly, half-yearly or annual basis. Few software providers charge a one-time flat fee, but they’re becoming increasingly rare. Some vendors offer free trials or demos that enable you to test the product. There are also less advanced solutions available free of cost, but they may not have all the features you need.

The price also depends on the setup, maintenance, user license, training, customization and support fees, so thoroughly assess hidden costs before buying a solution.

The Most Popular Voice of the Customer Software

Now that you know what voice of the customer software can do, how do you decide which product is the best choice for your needs? While there’s no one-size-fits-all solution, our top VoC products list below can help guide your search and provide more clarity.

Qualtrics

Qualtrics is a web and mobile-based CXM platform that helps create and distribute surveys, collect responses and analyze data. Its real-time feedback and in-depth insights enable teams to better understand customer needs and expectations. Key features include customer targeting, surveys, feedback management, dashboards, automation and reputation management.

Projects Tab in Qualtrics. Source

Medallia

Medallia captures consumer feedback from various touchpoints like the web, social media, email and customer service and delivers accurate reports. Marketers can test prototypes, target user segments, visualize journeys and collect feedback on product attributes through A/B tests. The solution is great at customer segmentation, case management, text analytics and feedback management.

Touchpoints Summary Tab in Medallia. Source

InMoment

Best suited for mid-sized and large companies, InMoment can help you improve customer, employee and brand experience. You can collect data from third-party apps, automate workflows, analyze sentiments and personalize dashboards. It provides dynamic tools for text and data analysis, case management, feedback management, surveys, and integrations.

Feedback Tab in InMoment. Source

Questions To Ask

To get a better understanding of your company’s requirements, ask yourself these guiding questions:

What information do we need to capture, and from which channels?
How do our employees collaborate and share information?
What business objective do we want to achieve with VoC software?
What pain points are we trying to solve, and which features can help with that?
How many employees will use the software?

Voice of the Customer Software Key Questions

Here are a few questions to ask potential vendors to help you learn more about the software and vendor:

Is the software customizable to specific business needs?
Which communication channels and social media platforms can the software integrate with?
What kind of survey and interview tools does the solution offer?
Do you offer training or a knowledge base users can refer to?
To what extent can the platform automate repetitive tasks?

Next Steps

Voice of the customer software is a powerful tool to enhance customer, employee and brand experiences. The platform specializes in feedback management, survey tools, market research, sentiment and text analysis, and customer journey mapping. With these capabilities, you can improve your brand image, increase customer retention and provide consumers with what they really want.

Still confused and unsure of which solution is the best fit for you? Check out our free comparison report to gain insight into the top VoC software leaders. Good luck!

Product Comparisons

About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

By Manogna Chandrika Matta

Technical Content Writer

Manogna Matta was a Technical Content Writer at SelectHub who delivered content for CRM, mental health, marketing and fundraising. An alum of the University of Hyderabad, Manogna did Communication and Psychology courses in her B.A. and M.A. She's also an avid coin collector and a fashion enthusiast. When not typing away on the keyboard, Manogna plays mother hen to her tiny birds, watches sitcoms and makes bad-quality dad jokes.

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By Saumya Anand

Technical Content Writer

Saumya Anand is a Market Analyst and Technical Content Writer at Selecthub. She curates content for fundraising, CPQ and CX. She completed her Master’s in Communication from the University of Hyderabad. When not tapping away at the keyboard, she can be found trying various coffee blends, catching up on TV shows and going through her to-read list.

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Technical Research By Joan Akash

Senior Analyst

Joan Akash, a Senior Research Analyst at SelectHub, holds a Post-Graduate Diploma in Management with a specialization in Marketing. Her expertise as a researcher and reviewer spans diverse software categories, including Project Management, Customer Relationship Management, Live Chat, and Help Desk. Beyond her professional pursuits, Joan is spiritually driven, with a passion for teaching children and a penchant for reading biblical blogs and crafting poetry.

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Technical Review By Manan Roy

Principal Analyst

Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.

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Edited By Pooja Verma

Content Editor

Pooja Verma is a Content Editor and Senior Market Analyst at SelectHub, who writes and edits content for endpoint security, legal, CRM, fundraising software, eCommerce, and mental health software. She earned a literature degree from Miranda House, DU and also holds Master’s in Journalism from Symbiosis Institute of Media and Communication in India. In her free time, you can spot her reading a book or binge-watching the latest web series and movies.

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What is Voice of the Customer Software?

What Are The Key Benefits of Voice of the Customer Software?

Overall

How We Rate Products

Why We Picked Qualtrics XM

Pros & Cons

Key Features

Why We Picked Zendesk

Pros & Cons

Key Features

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Why We Picked Kustomer

Pros & Cons

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COMPARE THE BEST Voice of the Customer Software

All Voice of the Customer Software (216 found)

Connecteam

Quantum Metric

Waitwhile

Userfeel

Gladly

Revinate

Totango

Lucky Orange

eNPS

Alida

mParticle

QuestionPro

Speaky

Appcues

Uxpressia

InMoment

Clarabridge

methinks

Intelepeer

Guest Service

Buyer's Guide

Executive Summary

What Is Voice of the Customer Software?

Primary Benefits

Create Great Customer Experiences

Improve Brand Management

Increase Customer Retention and Revenue

Key Features & Functionality

Software Comparison Strategy

Cost & Pricing Considerations

The Most Popular Voice of the Customer Software

Qualtrics

Medallia

InMoment

Questions To Ask

Next Steps

Product Comparisons

About The Contributors