Voice of the customer (VoC) tools help businesses collect, analyze, and interpret customer feedback to improve their products, services, and overall customer experience. Choosing the right one can make a big difference in the outcomes you realize.

In this blog post, we’ll explore the 11 best VoC tools that can help your business listen to its customers more effectively. We'll discuss their features, pros, cons, and use cases to help you make an informed decision.

But first, let’s review what VoC tools are and how they work.

What are voice of the customer tools?

Voice of the customer tools are software solutions designed to capture, analyze, and interpret customer feedback and sentiment. These tools help businesses understand their customers' needs, expectations, and experiences, providing valuable insights that can guide decision-making and strategy.

VoC tools can collect data from various sources, including surveys, social media, customer reviews, and support interactions. They use technologies like text analytics, sentiment analysis, and machine learning to analyze this data and uncover patterns and trends. The insights gained from this analysis can help businesses identify areas for improvement, uncover opportunities for innovation, and enhance the overall customer experience.

These tools can also help businesses measure key metrics like net promoter score (NPS), customer satisfaction (CSAT), and customer effort score (CES), which can provide a quantitative measure of customer sentiment.

In essence, VoC tools provide a way for businesses to "listen" to their customers' voices and use the insights gained to drive improvements and enhance customer satisfaction. Whether you're a small business or a large enterprise, VoC tools can be a valuable addition to your customer experience strategy.

The best VoC solutions

Here are some of the best voice of the customer platforms on the market today:

1. Viable

Viable is a powerful Voice of the Customer (VoC) solution, employing advanced AI and GPT-4 technology to analyze any text-based data—from open-ended surveys and social media mentions to meeting transcripts and customer reviews. Going beyond mere summarization, Viable's Generative Analysis Platform is engineered to understand and interpret vast volumes of unstructured data at a human level.

The unique "AskViable" feature invites users to converse directly with the AI, steering its analysis, posing follow-up questions, and delving deeper into your data. With Viable, you’re not just reading reports; you’re engaging in a dynamic exploration of your customer feedback, transforming raw data into actionable intelligence that empowers businesses to elevate customer satisfaction, enhance efficiency, and minimize churn. You can even ask the AI to create a wide range of customized artifacts such as strategic action plans, product requirement docs, bug reports, helpdesk FAQs, and more based directly on your customer feedback.

Designed for real-time operation, Viable adeptly handles extensive data, auto-categorizing feedback into themes and urgency levels, and presenting these insights through an intuitive dashboard. Customization is at your fingertips; tailor the analysis parameters based on your company objectives, customer segments, regions, or product hierarchies. Moreover, with its array of direct integrations and two-way API, Viable ensures a seamless data collection and analysis experience.

To complement this, Viable enriches its insightful analysis with visually clear charts and graphs, clarifying complex data patterns and aiding in data-driven decision-making. Quite simply put, Viable's approach mirrors the human capability to reason, interpret, and understand complexity in a way that standard summarization tools can't match. This positions Viable as a uniquely capable partner, setting it apart in the competitive landscape.

2. Qualaroo

Qualaroo is a top-notch voice of the customer software tool that offers engaging surveys, advanced targeting options, and excellent analysis capabilities. It allows you to create different types of surveys to gather your customers' opinions and experiences.

The tool's Nudge™ feature lets you add pop-up surveys to your website, prototypes, and mobile apps, providing contextual feedback with actionable insights from a targeted audience. It's suitable for medium to large businesses, and offers customizable templates for surveys like CSAT, CES, NPS, exit-intent, SUS, etc. It also allows you to create surveys in 100+ languages.

Plus, Qualaroo helps you perform sentiment analysis powered by IBM Watson’s natural language processing (NLP) technology and integrates with tools like HubSpot, Marketo, Zapier, and Mailchimp.

3. MonkeyLearn

MonkeyLearn is a top-tier voice of customer tool that offers a complete suite of text analytics functions. It's perfect for analyzing customer sentiment on social media and your survey campaigns. You can also use the in-built integration APIs to integrate the tool with your business ecosystem.

It's suitable for mid-sized to large businesses and pricing starts from $299 for the team plan. It lets you design a sentiment analysis model tailored to your business without coding, tags comments automatically, and helps you build sentiment analysis models with your industry-specific language. It leverages advanced algorithms to identify multiple emotions like frustration, joy, concern, and anger, and integrates with tools like Zendesk, Google Sheets, and more.

4. Medallia

Medallia is a well-known cloud platform that helps businesses improve their customers’ experience. You can create on-site and in-app surveys and even share your surveys via email with this tool. It's suitable for medium to large businesses and pricing is available on request.

Medallia lets you flag reviews based on parameters like keywords, scores, timings, and more, and provides text analytics to review comments and open-ended feedback responses. It also encourages respondents to share their feedback on Google.

5. ResponseTek

ResponseTek is a highly-regarded voice of the customer platform perfect for start-ups and SMEs. This customer experience management system offers features like alerts, escalation, Knowledge Base, and more. The tool can also be used to give customers contextual acknowledgment after they leave feedback. It's suitable for small to mid-sized businesses and pricing is available on request.

ResponseTek lets you create personalized surveys for gathering customer feedback, automate survey campaigns, and integrates with your existing CRM, ERP, POS, and billing systems. It offers automation for alerts and actions, and assists in real-time feedback analysis.

6. Qualtrics

Qualtrics is a popular voice of customer software that offers purpose-built solutions to procure customer data from all interactions. It has multiple features that help collect customer feedback effectively.

The Qualtrics Connect feature lets you observe customer activity using conversation analytics, and provides an ExpertReview function that analyzes different questions and provides design recommendations for surveys.

7. InMoment

InMoment is another amazing voice of the customer tool offering impressive feedback collection and analysis features. It aims to find positive results for businesses by providing optimized solutions to enhance customer experience. The cloud-native platform has different modules like Employee Experience Cloud, Customer Experience Cloud, and Market Experience Cloud.

It's suitable for medium to large businesses and pricing is available on request. It also comes with customer journey maps that help businesses improve their experience and decrease churn rates, and manages big data straight from the dashboard.

8. Forsta

Forsta is a scalable end-to-end feedback solution that helps capture the Voice of the Customer. You can use it to deploy questionnaires and surveys without any coding.

It offers text, social, and reporting analytics, supports multi-channel customer feedback distribution and collection, and facilitates poll and panel management, among other features. It also lets you add rich media like videos and images to your surveys, and offers integration with tools like Affectiva, Salesforce, Import.io, Brandwatch, and more.

9. NICE Satmetrix

Satmetrix, acquired by NICE Systems in 2017, is one of the best voice of customer analysis applications available in the market. This CEM system comes packed with incredible features like NPS surveys, text analytics to summarize feedback, automated triggers, and much more.

It offers deep insights into high-risk interactions so that companies can take corrective measures, and provides holistic solutions to manage omnichannel feedback and offer a unified customer experience. Plus, it supports trend discovery and hyper-personalized, real-time surveys.

10. AskNicely

AskNicely is a top voice of the customer platform that allows you to collect feedback to gauge customer happiness using customer satisfaction surveys like NPS, CSAT, and CES. This cloud-based VoC tool lets businesses create surveys from scratch and collect insights in real-time.

AskNicely lets you deploy surveys on websites and mobile apps, and share them via SMS. It offers features like skip logic, multiple question types, theme customization, and survey previews for designing survey cards.

11. GetFeedback

GetFeedback is an excellent voice of customer tool with a drag-and-drop editor to create flawless surveys. It offers free survey templates that you can customize according to your needs and branding. The tool quickly adapts to different channels and platforms to send surveys.

It offers a rich dashboard that displays 360-degree feedback insights, supports feedback management with its customizable surveys, reporting, and analysis, and supports mobile surveys and multi-channel communication. It also allows integrations with tools like Jira, Slack, and Salesforce.