- Customize your products and services, add-ons and features to meet the needs and wants of your customers
- Maximize your company’s profit and value by improving processes
- Identify and prioritize what customers want most
- Prioritize improvements for the biggest impact
- Get customer feedback on new concepts, ideas, decisions, questions, and solutions
Build a great VoC program to power your Customer Experience
A great VoC program is built on great software
VoC programs with Qualtrics help you predict and prevent customers from leaving by understanding key drivers and patterns in their behavior, giving you the chance to meet and exceed their needs.
Successful VoC programs have 4 key pillars:
- Capture – install customer listening posts at all your touchpoints and departments
- Maximize – your company’s profit and value by improving processes
- Analyze – understand what’s happening with your customers in real time and surface actionable insights from your data
- Act – now you know the key drivers of experience you have a roadmap of improvements
- Monitor – performance over time and track your progress against key metrics
Empower every member of your organization
Creating great customer experience is the responsibility of every member of the organization, from executives to front-line workers. With Qualtrics, you can create flexible dashboards and pre-configured reports based on the specific role in the organization. Now, the information is in everyone’s hands to act quickly, close the loop, and improve customer experience.
Keep the conversation going, across all channels
The best voice of customer programs create an ongoing conversation and gather information in a timely, efficient way. To do that, you need to meet customers where they are across all the touchpoints that occur – from sales to support and beyond.
With VoC from Qualtrics you can collect customer feedback through:
- Chatbots and messaging apps
- Text or SMS
- Native apps
- Social media
Go beyond VoC with Certified XM Solutions
Get up and running with a best-in-class CX program on the most powerful CX platform in no time. Certified XM Solutions, customized for your industry, deliver prescriptive CX programs, with expert content, workflow, and automation built directly into the Qualtrics platform. From relational and transactional NPS to full journey customer experience programs, understanding and optimizing your customers’ experience has never been easier.
What is voice of the customer (VOC)?Learn more about voice of the customer
Voice of the Customer (VoC) is a term that describes your customer’s feedback about their experiences with and expectations for your products or services. Think of it as experience management, Qualtrics Voice of the Customer is a multi-source insight platform that focuses on customer needs, expectations, understandings, and product improvement.
The voice of the customer is best heard as an ongoing conversation. The key to creating an effective voice of the customer program is to gather and use information in a timely way that helps you to improve. Organizations often have multiple touch points with the customer that occur all across the organization, including sales, support, warranty and accounting interactions.