Turn customer voices into business outcomes

Our voice of customer software listens where customers interact with your brand—digital experiences, contact center calls, IVR, chat, SMS, email, post-support surveys, social media, and review sites. All VoC data flows into one platform, giving you a unified view of customer sentiment instead of fragmented insights across disconnected tools.

Conversational Feedback uses AI to prompt adaptive follow-ups when customer surveys lack detail. Instead of accepting vague responses, it guides customers to share specific, actionable insights. The result: 42% richer feedback with 0% increase in drop-off, eliminating survey fatigue while improving data quality.

Qualtrics Assist for Customer Experience is an AI assistant embedded directly in your VoC platform dashboards. Ask questions in natural language about feedback themes, customer sentiment, and pain points. Get quantified, reliable insights—clear theme counts and impact rankings—without complex analysis. It scales to millions of customer interactions while maintaining accuracy.

Inner loop handles immediate customer responses: AI-powered replies to survey feedback in real time—personalized apologies, solutions, escalations while customers are still engaged. Outer loop addresses systemic issues: routing recurring problems to the right teams enterprise-wide for strategic fixes, not just one-off responses.

Yes. Experience Agents include intelligent ticketing that automatically creates, routes, and manages cases in ServiceNow, Zendesk, or Salesforce with full customer context. The system learns from past resolutions to improve future responses. Native integrations work with your CRM, contact center, and workflow systems without custom development.

Our VoC software captures mentions from social platforms like Facebook and Instagram, unifying solicited survey responses with unsolicited social feedback. AI identifies themes and customer sentiment across all sources—giving you a complete view of brand perception. You can also monitor competitor and industry trends for differentiation opportunities.

No. The modern digital intercept builder lets you create and modify website feedback invitations without IT dependency. Build using a modular system with enhanced customization, design on-brand experiences, and deploy changes in hours instead of waiting for development cycles.

Common outcomes include reduced customer churn, improved satisfaction scores (NPS/CSAT), lower service costs, reduced guest acquisition costs, and stronger brand perception. Results depend on your VoC program maturity, but most organizations see measurable impact within typical time to value.