Top Features of A Voice of The Customer Solution & How It Works

A voice of the customer solution collects customer feedback related to their needs, wants, and perceptions from different channels to generate actionable insights. Brands can use these voice of the customer (VoC) insights to tailor offerings to make sure that customers get exactly what they want.

In this article, we will look at what a VoC solution is and the top features a great voice of the customer platform should have. We will also have a peep into how the platform works.

What Is A Voice Of The Customer Solution?

A voice of the customer platform allows businesses to analyze customer feedback from various sources and gain valuable insights from it. Based on these insights, companies can then use the VoC solution to learn more about where they’re performing well and where improvements might be necessary to products, services, or their overall customer experience.

What Are The Benefits Of Voice Of The Customer Analysis?

When you use an AI-enabled voice of the customer solution to analyze VoC data, you benefit from advantages like better customer retention, new market opportunities, staying ahead of market trends, as well as beating the competition. Let’s look at the benefits in detail.

• Targeted marketing campaignsVoC analysis helps you truly know your customers, what they want, need, and expect from you. These can vary tremendously from one customer demographic to another. Therefore, this information can set the tone for the kind of targeted promotions, advertising, and loyalty programs you can offer.
• Understanding your customersWith voice of the customer analysis insights you can be certain of how your customers truly feel about your products, services, or customer experience. This will help you understand consumer behaviour, and prepare for a more strategic way to increase sales conversions.
• Discovering new market trendsA voice of the customer platform will give you greater insights into new market trends when they emerge and as the market and customer expectations evolve. Knowing emerging market trends can help a company capitalize on them quicker. For example, Repustate’s VoC solution gives invaluable TikTok insights that brands have used for marketing and advertising campaigns.
• Differentiating yourself from your competitionVoice of the customer insights help you find out what it is that can tip the scales in favour of your competitor from a customer’s point of view. You can take that information and use it to better tailor your products and services. You can also take a call if there is an area you need to stop investing in as the returns just don’t make sense and it’s not your USP compared to your competition, and instead divert your focus and investment towards what customers find truly unique about you.

What Are The Most Important Characteristics Of A Voice Of The Customer Solution?

Brands can enjoy the numerous benefits of VoC insights if they use the right voice of the customer platform. The best voice of the customer solution has certain features that give it the ability to extract accurate insights from customer feedback data. These important features include:

1. Targeted insights

The VoC analysis platform needs to provide insights based on your business goals and objectives. In other words, it must provide insights into those parts of your business that you want to improve.

1. Multimedia content analysis

The voice of the customer solution should be able to extract insights from data in any format. As such, it needs features like video content analysis, text analysis, audio analysis, and more. These features will allow you to discover topics, themes, and feedback from a variety of platforms.

1. Social media listening

With more people spending time on social media than ever before, it’s understandable that customers voice their feedback and share their opinions about products or services on social media platforms. This feedback is not only in the form of comments but also user-generated videos. The best voice of the customer platform has video content analysis capability that extracts valuable insights from social media by extracting relevant information from hashtags, social mentions, emojis, and the like.

1. News monitoring

Social media isn’t the only place where consumers mention and discuss brands and their products and you’ll often be able to gain valuable insights from news sites, news feeds, and forums. As a result, the voice of the customer platform should have news monitoring capabilities.

1. Image and logo identification

An efficient voice of the customer solution will have the capability to identify images and logos in images and video content. This is especially helpful to identify your brand and products in social media videos. This ability to extract and give information on logos is very important for brand reputation protection, as well as to ensure that your logo is not used without your permission.

1. Speed and accuracy

The value of relevant insights diminishes as time passes and so for insights to be most valuable, you should be able to act on them quickly. The right voice of the customer platform gives accurate and relevant information without compromising on speed or scale.

How Does A Voice Of The Customer Solution Work?

A voice of the customer solution extracts insights from customer feedback through machine learning that also comprises natural language processing and named entity recognition tasks. It is also enabled by a sentiment analysis API, which is what truly brings out the discoveries made by the solution from the overall data. A voice of the customer platform works in the following ways:

1. Gathers data from various data sources

These include direct sources like surveys and emails, indirect sources like social media and news monitoring, and inferred data sources like website data or a customer’s purchase history.

2. Processes the data

The voice of the customer platform will process the gathered data. Depending on the data source, this can include processes like video content analysis, audio transcription, text analysis, image recognition, search inside video, and more.

3. Analyzes the data for sentiment

Once the voice of the customer solution has processed the data, it will analyze it by categorizing customer feedback as positive, neutral, and negative. It will also draw together any trends in the data and, in the process, give you a complete view of your customers’ opinions and feedback.

4. Visualizes the insights

After the analysis of the data, the voice of the customer platform will present the insights gained from the data in a set of reports and on its sentiment analysis dashboard.