A voice of the customer solution collects customer feedback related to their needs, wants, and perceptions from different channels to generate actionable insights. Brands can use these voice of the customer (VoC) insights to tailor offerings to make sure that customers get exactly what they want.

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2. Table of Contents
● What Is A Voice Of The Customer Solution?
● What Are The Benefits Of Voice Of The Customer
Analysis?
● What Are The Most Important Characteristics Of A Voice
Of The Customer Solution?
● How Does A Voice Of The Customer Solution Work?

3. Top Features of A Voice of The
Customer Solution & How It
Works

4. A voice of the customer solution collects customer feedback
related to their needs, wants, and perceptions from different
channels to generate actionable insights. Brands can use
these voice of the customer (VoC) insights to tailor offerings to
make sure that customers get exactly what they want.
In this article, we will look at what a VoC solution is and the
top features a great voice of the customer platform should
have. We will also have a peep into how the platform works.

5. What Is A Voice Of The Customer Solution?
A voice of the customer platform allows businesses to
analyze customer feedback from various sources and
gain valuable insights from it. Based on these insights,
companies can then use the VoC solution to learn more
about where they’re performing well and where
improvements might be necessary to products, services,
or their overall customer experience.

6. What Are The Benefits Of Voice Of The Customer
Analysis?
When you use an AI-enabled voice of the customer solution to analyze VoC data, you benefit from advantages
like better customer retention, new market opportunities, staying ahead of market trends, as well as beating the
competition. Let’s look at the benefits in detail.
● Targeted marketing campaigns
VoC analysis helps you truly know your customers, what they want, need, and expect from you. These can
vary tremendously from one customer demographic to another. Therefore, this information can set the tone
for the kind of targeted promotions, advertising, and loyalty programs you can offer.
● Understanding your customers
With voice of the customer analysis insights you can be certain of how your customers truly feel about
your products, services, or customer experience.

7. ● Improving your products or services
A voice of the customer platform can show you the features and functions your customers
want in a product or service offering. In turn, this allows you to make improvements to your
products or services to better meet the needs of your customers.
● Improve your customer retention rates
Ultimately, when you’re able to offer your customers the products or services they really
want, you’ll be able to improve your customer retention rates. Moreover, a voice of the
customer solution will also allow you to attract new customers and win back dissatisfied
ones.

8. What Are The Most Important
Characteristics Of A Voice Of The
Customer Solution?

9. Which Are The Most Important Sources
Of Collecting Customer Insights?

10. How Does A Voice Of The Customer Solution Work?
A voice of the customer solution extracts insights from customer feedback through machine learning that also
comprises natural language processing and named entity recognition tasks. It is also enabled by a sentiment
analysis API, which is what truly brings out the discoveries made by the solution from the overall data. A voice
of the customer platform works in the following ways:
1. Gathers data from various data sources
These include direct sources like surveys and emails, indirect sources like social media and news monitoring,
and inferred data sources like website data or a customer’s purchase history.
2. Processes the data
The voice of the customer platform will process the gathered data. Depending on the data source, this can
include processes like video content analysis, audio transcription, text analysis, image recognition, search
inside video, and more.

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