Which type of VoC Software should your business use?

Voice of the Customer (VoC) programmes are intended to capture the opinions and preferences of all customers, analyse those insights, and use them to create meaningful changes in customer experience (CX). Having a VoC programme in place has become increasingly more popular and essential, especially as more and more businesses (nearly 72% to be precise) continue to place CX as their top priority. So how do you know which type of VoC software is right for your business?

Kees Wolters
Aug 25, 2017 · 2 min read

In this blog, we will take a look at the four different types of VoC software and help you decide which is best for your business depending on your goals.

Why is VoC Software so important?

All throughout the online customer journey, there are various Moments of Truth that define how your visitors perceive your company. These are the critical moments in which your business should listen to the Voice of the Customer and the best way to do this is through VoC software.

Moments of Truth, however, are different from business to business. These moments all depend on which touchpoints are important to the business. For example, ecommerce companies put their focus on their websites and mobile apps, whereas companies that have a physical store or frequent face-to-face contact with customers place to their focus on non-digital touchpoints.

Note: the touchpoint(s) you intend to focus on have a large impact on which type of VoC software you should choose — whether that touchpoint is digital or non-digital.

Things to consider:

  • How do you want to collect your feedback?
  • How do you want to report it?
  • How do you plan on ‘closing the loop’?

For this overview, we have defined four types of VoC software, including:

  • Enterprise VoC software
  • SMB VoC tools
  • Website VoC tools
  • Traditional research

Read the full story here:

https://mopinion.com/which-type-of-voc-software-should-your-business-use/

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Kees Wolters

Written by

Founder / Managing Partner @ https://mopinion.com, user feedback analytics for websites and apps

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