Voice of
the Customer

Outstanding CX starts with knowing what customers need and want, as well as their habits, preferences and aspirations. A Voice of the Customer solution gathers and analyses data from different touchpoints, so you can really understand your audience, and build a service they’ll keep coming back to.

Woman at flower shop entering payment details on a tablet

Why use a Voice of the Customer solution?

Voice of the Customer helps you manage feedback in smart ways, and reads between the lines of customer interactions to understand so much more. It does this by gathering information from channels inside and outside your business (from emails, calls and chat to social media), so you can discover what’s really driving customers, and where your products and services can help.

The benefits of using Voice of the Customer

  • Save time and costs – troubleshoot issues fast and invest in innovation customers really want
  • Boost loyalty – make customers happy by knowing what works and building on it
  • Increase customer advocacy – make it easy for customers to review and recommend you

What a Voice of the Customer solution can do

  • Generate and manage surveys and forms – tools that help you ask customers for feedback at the right times, and gather and analyse the results.
  • Analyse language and sentiment – uses Natural Language Processing to identify motivation and intention across all your channels, from social listening to speech analysis.
  • Measure and track performance – view customer satisfaction over time, across different parts of the journey.
  • Support your team – easy-to-use dashboards bring your information in one place, with customisable permissions and views for different roles.
  • Integrate with existing technology – works with platforms like Genesys and other popular CRM or ERP software, so it simply runs alongside your current systems.

Safe, robust and compliant

Customer relationships are, first and foremost, built on trust. A good Voice of the Customer solution works with industry regulations to protect your customers’ privacy and information rights, so customers understand how you use information and have total confidence their data is protected.

Certified for information security under ISO27001, fully integrated with Genesys and supported by our team of experts, CX index Cloud helps leading brands around the world understand customers better, and improve their service every day.    

See more about Voice of the Customer

eBook

Automation and AI that unites your people

Case study

Moneybarn Customer Experience feedback scores eclipse industry average

Case study

Addison Lee – The Heart of Customer Feedback

Addison Lee has transformed from a London private hire to a global business. Providing service around the world is at the heart of their business objectives.

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It’s incredible to think, but 67% of customers would be willing to pay more for a better customer experience.
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