What is VOC (Voice Of Customer)? Introducing the reasons and collection/analysis methods that are important in modern marketing.

Article Summary：VOC stands for Voice of Customer. It refers to tools and processes used to listen, understand and act on customer feedback to improve business and customer experience.

What is VOC?

VOC stands for Voice of Customer. It refers to tools and processes used to listen, understand and act on customer feedback to improve business and customer experience.

Benefits of VOC analysis

There are several key benefits to conducting VOC analysis:

• Understand customer needs and pain points: By collecting qualitative and quantitative feedback from customers, businesses can gain deeper insights into what customers really need and want, as well as issues they are facing with existing products/services. This helps ensure business is designing and delivering solutions that create value for customers.
• Improve customer satisfaction and loyalty: By addressing customer pain points and needs uncovered through VOC, businesses can enhance customer satisfaction and loyalty. Customers will feel heard and have their issues resolved, leading to stronger advocacy.
• Inform product/service strategy and innovation: VOC findings provide valuable inputs for strategic decision making. They highlight opportunities for new products/services as well as areas where existing offerings need improvement or refinement. This helps businesses stay relevant and ahead of competition.
• Optimize processes and reduce costs: Identifying friction points in customer journeys also provides ways to streamline processes, plug inefficiencies, cut costs and redeploy resources to value-adding activities. This boosts operational efficiency.

VOC collection methods

There are various methods used to collect VOC:

1. Surveys: Both online and offline surveys are widely used to understand customer perceptions, needs and pain points. They provide quantitative data.
2. Focus groups: Moderated group discussions help generate qualitative insights into customer experiences, decision making processes, needs etc.
3. Interviews: One-on-one interviews with customers uncover deeper qualitative insights compared to surveys.
4. Social media/online reviews: Mining unstructured customer feedback on platforms like Facebook, Twitter provides a wealth of qualitative VOC data.
5. Call/chat transcripts: Analyzing customer interactions with support teams surfaces valuable insights into issues customers face.

Udesk's VOC tool

Udesk provides a powerful VOC tool that leverages AI to collect, analyze and act on customer feedback from multiple touchpoints like messaging, calls and social media. It helps businesses uncover actionable insights from customer conversations to continuously improve products, services and the overall customer experience.

Take our VoC Tool for a spin—for free—to see how it can work for your business.

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