Put your customers at the heart of your most critical decisions with real-time insights into how your customers feel at every stage in the journey. From first time buyers to repeat customers, you’ll understand what matters most to them so you can take action to maximise your profits and drive customer loyalty and satisfaction. Use powerful insights to create a world-class customer experience program.
- Customise your products and services, add-ons and features to meet the needs and wants of your customers
- Maximise your company’s profit and value by improving processes
- Identify and prioritise what customers want most
- Prioritise 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
Collect feedback at every touchpoint
Listen to your customers, wherever they are. Qualtrics moves your VoC program beyond just surveys with multi-channel feedback including websites, apps, SMS, voice assistants, chatbots and more.
Find the ‘why’ behind the ‘what’
Understand the emotions and sentiments that drive your customers’ actions with operational and experience data on a single platform. Through iQ, our predictive intelligence engine, you have powerful analytical tools to help you find hidden insights from open text feedback.
Become customer-centric at every level
Activate everyone in the organisation to improve the customer experience at every touchpoint. With real-time customer insights and tools to close the loop with customers, you’ll empower everyone to take action to improve the 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
- Maximise – your company’s profit and value by improving processes
- Analyse – 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 organisation
Creating great customer experience is the responsibility of every member of the organisation, from executives to front-line workers. With Qualtrics, you can create flexible dashboards and pre-configured reports based on the specific role in the organisation. 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, customised 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 optimising your customers’ experience has never been easier.
What is voice of the customer (VOC)?
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. Organisations often have multiple touch points with the customer that occur all across the organisation, including sales, support, warranty and accounting interactions.