What is voice of the customer (VoC)?
Voice of the customer (VoC) is the process of capturing what customers say, need and expect, through surveys, support conversations, reviews and interviews, and turning those insights into improvements to products, services and experiences.
Sources
| Source | Insight |
|---|---|
| Support tickets | Problems and friction |
| Surveys | Satisfaction and loyalty |
| Reviews | Public perception |
| Interviews | Deep needs |
| Product usage | Actual behavior |
Running a VoC program
Collect feedback from many channels, categorize themes, quantify impact, share with product and close the loop with customers.
AI and VoC
AI can analyze every conversation for themes and sentiment, instead of a small sample.
