Voice of the customer software (VoC) can be a powerful tool for all companies, but it’s especially important for customer-facing ones.
VoC software is an automated tool that collects feedback from customers, helping businesses gain insights into what they like and dislike about their products and services.
It’s no secret that customer service has evolved into something more than just answering questions and solving problems. Today’s business owners know the importance of listening to their customers, even if they have nothing to sell yet. The following 10 tips can help you use VoC to build better products:
1. Power Up Your Customer Service
The best way to understand what customers want is by asking them directly.
VoC software allows you to collect data through phone calls, email and other channels that provide insight into your customers’ needs, preferences and pain points — without having to sift through endless surveys or focus groups.
You’ll be able to track trends over time and identify patterns in how people are using your product or service so you can make improvements accordingly.
In addition, customer reference programs can be a great way to get customer feedback in an informal setting. It’s a great way to get real-time responses from customers who are willing to share their opinions on your product or service.
2. Use Data To Drive Decisions
Data helps companies make smarter decisions about their products and services by providing insights on what makes customers happy or unhappy with their current experience.
For example, VoC software can help you determine which features are most popular among your customers and whether there are any areas where you need to improve.
It also provides information on how often users interact with certain parts of your website or app, allowing you to see if you’re losing potential customers due to poor design.
3. Improve Your Marketing Efforts
You don’t always have to wait until you launch a new product or service before you start collecting feedback.
VoC software lets you ask customers about their experiences at different stages of the sales funnel, including when they first heard about your company, when they decided to buy and after they received their purchase.
By understanding what works and doesn’t work at each stage, you can adjust your marketing strategy to reach the right audience at the right time.
4. Build Trust
If you want to create loyal customers who will stick around long-term, you need to earn their trust. VoC software gives you the opportunity to do this by letting you listen to customers’ concerns and address them immediately.
When you hear a complaint, you can offer a solution or simply apologize and let the customer know you’ve taken note of his/her issue. In addition, you can encourage customers to share their positive experiences as well.
5. Make Your Customers Feel Valued
Customers want to know that you care about them and their opinions. VoC software lets them tell you exactly how much they appreciate your attention and effort.
They can give feedback on everything from your product or service to your customer support team. This type of direct feedback is invaluable because it shows you what your customers really think about your brand and its offerings.
6. Create A Culture Of Empathy
VoC software can help you develop an empathetic workplace culture that encourages employees to take ownership for their actions and mistakes.
Employees should feel comfortable speaking honestly with colleagues and management about issues they encounter while interacting with customers. If you’re not sure how to go about creating such a culture, consider implementing a VoC program.
7. Reduce Churn
Churn refers to the percentage of customers who leave your business within a given period of time. While some businesses may view churn as a sign of success, others see it as a red flag.
VoC software can help reduce churn by giving you insight into why customers are leaving and what you can do to keep them engaged.
8. Increase Revenue
When you understand your customers better, you can provide more value-added services and products to retain them.
VoC software allows you to collect data on user behavior across multiple channels, so you can identify trends and patterns in your customer base. This information can be used to optimize your website, email campaigns and other online interactions.
9. Grow Your Business
By listening to customers, you can learn what makes them happy and unhappy. This knowledge can be applied to future products and services. VoC software helps you track customer satisfaction or customer advocacy programs over time, which can help you make informed decisions about your business.
10. Improve Employee Engagement
Employees are often overlooked when it comes to improving customer experience programs.
However, if you treat your employees like customers, they’ll likely respond positively. VoC software can improve employee engagement by helping managers and supervisors monitor performance and communicate effectively with staff members.
Final Words
If you want to build a successful business, you must first understand your customers. VoC software can give you the insights you need to connect with your audience and increase sales.
It’s also a great way to boost employee morale and foster a productive work environment.