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Last updated on 2024年11月20日

What are the top customer support tools that offer Voice of the Customer (VoC) features?

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Understanding the Voice of the Customer (VoC) is paramount in today's customer-centric business environment. VoC refers to the process of capturing customers' expectations, preferences, and aversions. Specifically, in customer service management, VoC features in support tools can help you listen to, analyze, and respond to customer feedback effectively. These features transform feedback into actionable insights, allowing businesses to enhance their customer service strategies. As you navigate the plethora of customer support tools available, identifying which ones offer robust VoC features can be a game-changer for your organization.

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MARIO BLESSING

Customer Support & CRM Professional | Virtual Assistant | Telemarketing | Lead Generation Expert and Email Marketing…

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Dayana Z.

Sen. Manager & Ambassador at Exely - Hospitality Tech l Mentor @ FutureLab
Patrícia Salvi

Gest?o de Opera??es I Gest?o de Pessoas | Atendimento ao Cliente | Eficiência Operacional | Customer Experience |…

1 VoC Essentials

Voice of the Customer (VoC) features are essential for capturing real-time feedback and understanding customer sentiments. The right tools should offer survey capabilities, sentiment analysis, and a centralized feedback management system. These features allow you to gather both qualitative and quantitative data, providing a holistic view of the customer experience. By leveraging these insights, you can make informed decisions that align with your customers' needs and expectations, leading to improved satisfaction and loyalty.

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MARIO BLESSING

Customer Support & CRM Professional | Virtual Assistant | Telemarketing | Lead Generation Expert and Email Marketing and Management | Automation| chatbot Building| Focused on Delivering Results and Client Success
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Top Customer Support Tools with VoC Features ?Zendesk: Surveys (CSAT, NPS), sentiment analysis, and feedback integration with ticketing. ?Qualtrics: Advanced surveys, sentiment analysis, and customer experience insights. ?Freshdesk: Feedback tools (CSAT, NPS) and real-time sentiment tracking. ?Medallia: Cross-channel feedback capture, real-time insights, and AI-driven analysis. ?SurveyMonkey: Easy surveys (CSAT, NPS) with real-time analytics and integrations. ?HubSpot Service Hub: VoC tools, sentiment analysis, and workflow automation. ?Salesforce Service Cloud: NPS surveys, sentiment tracking, and CRM integration. ?Zoho Desk: Feedback tracking and sentiment analysis for service improvement. ?Listen360 ?Sprinklr

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Dayana Z.

Sen. Manager & Ambassador at Exely - Hospitality Tech l Mentor @ FutureLab
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Salesforce Service Cloud: Combines CRM with customer service. Offers NPS surveys, sentiment tracking and workflows to manage feedback efficiently. Zendesk: Streamlines ticketing and feedback. Includes CSAT/NPS surveys, sentiment analysis and centralized feedback management. Qualtrics XM:Advanced tool for detailed surveys, AI-driven sentiment analysis and predictive insights for action planning. HubSpot Service Hub:All-in-one platform with sentiment analysis, customizable feedback forms and automation to improve service. Medallia: Captures feedback across channels, provides real-time insights and uses AI for large-scale operations. Freshdesk: Easy-to-use tool offering real-time sentiment tracking, CSAT surveys and automated ticketing.

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Patrícia Salvi

Gest?o de Opera??es I Gest?o de Pessoas | Atendimento ao Cliente | Eficiência Operacional | Customer Experience | Mentoria Voluntária
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Temos muitas empresas disponiveis no mercado. Algumas: Zendesk Plussoft Genesys Database Podem ser contratados pacotes mais simples de coletas dos dados ou mais completos.

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2 Survey Integration

Integrated survey tools within a customer support platform enable you to collect feedback directly following a service interaction. This immediacy increases the likelihood of capturing genuine customer sentiments. Look for customizable surveys that can be tailored to specific interactions, ensuring relevance and higher response rates. The data collected can then be used to measure satisfaction levels and identify areas for service improvement.

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Patrícia Salvi

Gest?o de Opera??es I Gest?o de Pessoas | Atendimento ao Cliente | Eficiência Operacional | Customer Experience | Mentoria Voluntária
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Se forem usadas ferramentas de medi??o ao final do servi?o, ou ao final de cada etapa de um processo de servi?o é importante como esses dados ser?o compilados e utilizados para gerar a??es efetivas de melhoria. Ferramentas como NPS e Csat.

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3 Analytics Power

Advanced analytics is a cornerstone of effective VoC tools. The ability to dissect customer feedback through natural language processing and sentiment analysis gives you a deeper understanding of the customer journey. You want a tool that not only collects feedback but also interprets it, highlighting trends and patterns that can inform your customer service strategy. This level of analysis helps prioritize actions that can significantly enhance the customer experience.

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4 Real-Time Alerts

Real-time alerting mechanisms are critical for immediate action on customer feedback. VoC tools with this feature can notify you when specific feedback indicates an urgent issue or when there's a shift in customer sentiment trends. By receiving these alerts, your customer service team can swiftly address concerns, potentially turning a negative experience into a positive one and demonstrating to customers that their voice truly matters.

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5 Reporting Dashboards

Dashboards that provide comprehensive reporting capabilities are invaluable in VoC tools. They should offer a clear visual representation of feedback data, making it easy for you to spot areas that are performing well or need attention. Effective dashboards consolidate various data points into an accessible format, enabling quick decision-making and allowing teams to track the impact of changes made based on VoC insights.

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6 Actionable Insights

Finally, the best VoC tools not only gather and analyze data but also provide actionable insights. These insights should guide your customer service improvements by identifying specific steps to take in response to customer feedback. The tool should help bridge the gap between listening to customers and making meaningful changes that enhance the overall customer experience.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the top customer support tools that offer Voice of the Customer (VoC) features?

1

2

3

4

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1 VoC Essentials

2 Survey Integration

3 Analytics Power

4 Real-Time Alerts

5 Reporting Dashboards

6 Actionable Insights

7 Here’s what else to consider

Customer Service Management

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What are the top customer support tools that offer Voice of the Customer (VoC) features?

1

2

3

4

5

6

7

1 VoC Essentials

2 Survey Integration

3 Analytics Power

4 Real-Time Alerts

5 Reporting Dashboards

6 Actionable Insights

7 Here’s what else to consider

Customer Service Management

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