14 Best VOC Software & Tools for Better CX in 2024

VOC software plays a pivotal role in modern businesses by capturing, analyzing, and interpreting customer feedback from different channels, such as customer surveys, social media, reviews, and customer support interactions.

This software aggregates qualitative and quantitative data to provide actionable insights into customer preferences, sentiments, and needs. By employing advanced text and sentiment analysis algorithms, VOC software can sift through vast amounts of unstructured data to identify trends, patterns, and areas for improvement.

Moreover, VOC software facilitates real-time monitoring of customer sentiment and allows businesses to promptly address issues, mitigate risks, and capitalize on opportunities. Through customer analysis and sentiment tracking features, organizations can gauge customer interactions’ emotional tone, detect sentiment fluctuations, and respond proactively to emerging trends or concerns.

What is VOC Software?

VOC software, an abbreviation for Voice of the Customer, is purpose-built to collect, analyze, and interpret customer feedback from diverse channels, including customer surveys, social media, reviews, and interactions with customer support. Its core objective is to give businesses actionable insights regarding customer preferences, sentiments, and requirements.

VOC software helps to:

• Use advanced text and sentiment analysis to extract insights from unstructured data.
• Help organizations better understand their customers’ voices.
• Enable businesses to prioritize initiatives and improve products/services.
• Refine marketing strategies.
• Enhance overall customer satisfaction.

Additionally, VOC software often includes features for real-time monitoring of customer sentiment, allowing companies to respond promptly to emerging trends, issues, or concerns. Integrations with CRM systems further streamline customer data management and enable personalized customer experiences.

Key Features of VOC Software

Voice of the Customer tools helps businesses to gather customer feedback, analyze, and act on customer feedback effectively. In this article, we’ll explore the key features that make VOC software invaluable for enhancing the overall customer experience.

01. Multi-channel Feedback Collection

VOC software should enable businesses to gather feedback from various sources, such as:

• surveys.
• social media.
• reviews.
• emails.
• customer support interactions.

02. Advanced Analytics

The software should offer robust analytics capabilities to extract meaningful insights from customer feedback data, including sentiment analysis, text mining, and data visualization.

03. Real-time Monitoring

Providing real-time monitoring of customer sentiment and feedback trends allows businesses to stay updated on customer perceptions and respond promptly to emerging issues or opportunities.

04. Integration Capabilities

• Seamlessly integrates with CRM systems, helpdesk software, and customer tools.
• Ensures smooth exchange of customer data.
• Enhances efficiency in managing customer feedback processes.

05. Actionable Insights

VOC software should provide actionable insights through intuitive dashboards and reports, empowering businesses to make informed decisions and improve product development, marketing strategies, and customer service.

06. Customer Journey Mapping

Providing tools for mapping and visualizing the customer journey helps businesses understand the end-to-end customer experience and identify customer touchpoints for improvement.

VOC software enables businesses to actively engage with their customers, grasp their requirements, and improve the overall customer experience.

Uses of VOC Software

VOC software is a game-changer for businesses, enabling them to effectively listen to, analyze, and act on customer feedback.

1. Gathering Customer Feedback

VOC software allows businesses to collect feedback from various channels such as:

• feedback surveys.
• social media.
• reviews.
• customer support interactions.

2. Analyzing Customer Sentiment

The software employs advanced analytics techniques to analyze and interpret customer sentiment, helping businesses understand how customers feel about their products or services.

3. Identifying Customer Needs

• Feedback Analysis: VOC software analyzes customer feedback data to identify common pain points, preferences, and expectations.
• Prioritization: Helps businesses prioritize improvements and enhancements based on this analysis.

4. Improving Product Development

VOC software provides insights into customer preferences and suggestions for product enhancements, enabling businesses to develop products that better fulfill customer needs and preferences.

5. Enhancing Marketing Strategies

By understanding customer sentiment and preferences, VOC software helps businesses tailor their marketing strategies to resonate with their target audience, leading to more effective campaigns and increased customer engagement.

6. Optimizing Customer Service

VOC software helps businesses identify areas for improvement in customer service.

• It uses feedback data to pinpoint issues.
• Enables prompt action to address concerns.
• Enhances the overall customer experience.

7. Monitoring Competitor Performance

Voice of Customer software also allows businesses to monitor and compare customer sentiment and feedback with competitors, offering valuable insights into their market research and position.

VOC software empowers businesses to listen to their customers, grasp their needs, and make informed decisions to enhance the overall customer experience and stimulate business growth.

14 Best VOC Software in 2024

From industry stalwarts to innovative newcomers, these VOC solutions offer myriad features tailored to help businesses glean actionable insights, refine strategies, and elevate the overall customer experience.

1. QuestionPro

Renowned for its versatility, QuestionPro is a robust survey software with various features tailored for gathering, analyzing, and interpreting customer feedback. With its intuitive interface and customizable survey templates, businesses can effortlessly collect data from diverse email, web, mobile, and social media channels.

The platform’s advanced analytics tools provide actionable insights, enabling organizations to enhance customer experience, refine product offerings, and optimize operational strategies. QuestionPro offers seamless integration with other business systems, facilitating streamlined data management and actionable decision-making processes.

Key Features:

• Multi-channel feedback collection.
• Advanced survey customization.
• Real-time analytics and reporting.
• Integration systems.
• Text and sentiment analysis.
• Actionable insights dashboard.

Pricing: Most popular plans start at $99 per month, with pricing tiers available for businesses of all sizes. Custom pricing options are available for enterprises with specific needs.

2. Medallia

Medallia, a frontrunner in experience management software, distinguishes itself with its holistic VOC solutions. It is crafted to effectively capture, analyze, and respond to customer feedback across every touchpoint.

Whether through surveys, social media monitoring, or voice analytics, Medallia empowers organizations to cultivate customer loyalty, increase customer retention rates, and achieve sustainable growth in competitive markets.

Key Features:

• Omni-channel feedback capture.
• Journey mapping and analytics.
• AI-powered sentiment analysis.
• Predictive analytics for customer behavior.
• Customer experience benchmarking.
• Closed-loop feedback management.

Pricing: Pricing is available upon request and typically tailored based on the size and requirements of each organization.

3. Qualtrics

Recognized as a leading experience management platform, Qualtrics offers VOC solutions that enable businesses to collect, analyze, and act on customer feedback in real time. With its intuitive interface and robust analytics, Qualtrics enables organizations to unearth profound insights into customer preferences, behaviors, and sentiments.

By leveraging these insights, businesses can personalize interactions, optimize processes, and drive customer loyalty. Furthermore, Qualtrics’ comprehensive suite of tools extends beyond VOC to encompass employee experience, product development, and brand management, providing a holistic approach to driving business success.

Key Features:

• Comprehensive survey design capabilities.
• Advanced analytics and reporting.
• AI-driven predictive analytics.
• Text and sentiment analysis.
• Real-time customer feedback dashboards.
• Integration with CRM and other systems.

Pricing: Pricing varies depending on the edition and features required, with plans typically starting from around $1,500 to $2,500 per year. Provides custom pricing based on the needs and scale of the organization.

4. InMoment

InMoment specializes in VOC software that goes beyond merely collecting feedback. It delivers actionable insights that drive tangible improvements in customer experience. Businesses can capture feedback across multiple touchpoints through its innovative platform, analyze experience data precisely, and derive meaningful insights.

InMoment’s focus on actionable insights guarantees businesses can efficiently prioritize endeavors, tackle challenges, and amplify customer satisfaction, fostering heightened loyalty and revenue expansion.

Key Features:

• Feedback collection across multiple touchpoints.
• Predictive analytics for customer trends.
• Journey mapping and visualization.
• Action planning and follow-up workflows.
• Social media monitoring and analysis.
• Real-time alerts for critical issues.

Pricing: Provides various pricing plans based on data volume and features, with custom pricing for enterprise solutions.

5. GetFeedback

GetFeedback is a customer platform that stands out for its user-friendly interface and powerful VOC capabilities. With its intuitive survey builder and customizable templates, businesses can easily create engaging surveys to collect feedback across various channels.

GetFeedback’s real-time analytics and reporting tools provide actionable insights, enabling organizations to identify trends, track sentiment, and prioritize actions to drive customer satisfaction and loyalty. Additionally, the platform’s seamless integrations with CRM systems facilitate efficient data management and enable personalized customer interactions.

Key Features:

• Branded survey creation.
• Multi-channel feedback collection.
• Real-time dashboards and reporting.
• AI-powered insights and sentiment analysis.
• Integration with Salesforce.
• Mobile-friendly survey designs.

Pricing: GetFeedback offers tiered pricing plans to suit various business needs. Pricing may vary based on factors.

6. SentiSum

SentiSum has AI-powered analytics capabilities. It enable businesses to unlock deeper insights from unstructured customer feedback data by leveraging advanced natural language processing and machine learning algorithms. It can analyze customer feedback from diverse sources, including social media, reviews, and support interactions, to uncover valuable insights into customer sentiment, preferences, and pain points.

Key Features:

• AI-driven text analytics for unstructured data.
• Real-time customer sentiment analysis.
• Customer feedback categorization and tagging.
• Integration with CRM and ticketing systems.
• Automated insights generation.
• Trend identification and prediction.

Pricing: SentiSum typically offers tiered pricing plans tailored to the needs of different businesses. The pro plan is $3,000 per month, and Enterprise is customized.

7. AskNicely

Specializing in Net Promoter Score (NPS) measurement and management, AskNicely offers a VOC platform to help businesses effectively measure customer loyalty and satisfaction. With its simple yet powerful survey tools, AskNicely enables organizations to collect feedback at critical touchpoints and track NPS scores over time.

The platform’s real-time reporting and analytics features provide valuable customer insights, allowing businesses to identify promoters, detractors, and areas for improvement. By focusing on NPS, AskNicely helps companies drive customer-centric strategies and foster long-term loyalty.

Key Features:

• NPS tracking and analysis.
• Automated survey deployment and follow-up.
• Real-time feedback alerts and notifications.
• Performance tracking and benchmarking.
• Integration with CRM and helpdesk platforms.
• Action planning and task management.

Pricing: AskNicely offers tiered pricing plans to suit different business needs.

8. Forsta

Forsta offers VOC tools empowering businesses to collect, analyze, and act on customer feedback for enhanced success. With customizable dashboards, advanced analytics, and a comprehensive survey toolkit, Forsta enables organizations to gain insights into customer preferences, behaviors, and sentiments.

By leveraging these insights, businesses can identify opportunities for improvement, implement targeted interventions, and drive continuous innovation to enhance the overall customer experience.

Key Features:

• Flexible survey design and deployment.
• Advanced analytics and reporting.
• Customer journey mapping and analysis.
• Multilingual support for global feedback collection.
• Integration with business intelligence tools.
• Customizable dashboards and visualizations.

Pricing: To obtain accurate pricing information for Forsta, it’s recommended that you contact their sales or customer support team directly.

9. Verint ForeSEE

Verint ForeSEE specializes in VOC solutions that help businesses measure and improve customer satisfaction across digital channels. With its advanced survey capabilities, predictive analytics, and benchmarking customer tools, Verint ForeSEE enables organizations to capture feedback, analyze data, and identify customer insights to drive meaningful improvements in customer experience.

By focusing on digital touchpoints, Verint ForeSEE helps businesses stay ahead of evolving customer expectations and deliver exceptional digital experiences that drive loyalty and growth.

Key Features:

• Customer satisfaction measurement with metrics like NPS and CSAT.
• Web and mobile feedback collection.
• Predictive analytics for customer behavior.
• Real-time dashboards and reporting.
• Integration with CRM and marketing automation platforms.
• Actionable insights for improving digital experiences.

Pricing: As pricing information can change over time and be subject to negotiation or customization, it’s best to contact Verint ForeSee for the most accurate and up-to-date pricing details.

10. NICE Satmetrix

NICE Satmetrix is a leading provider of VOC software focused on measuring and managing Net Promoter Score. With its comprehensive suite of survey tools, advanced analytics, and reporting capabilities, NICE Satmetrix empowers organizations to collect feedback, measure NPS scores, and track customer sentiment.

By leveraging these insights, businesses can identify promoters, detractors, and areas for improvement, enabling them to develop targeted plans to enhance customer satisfaction and loyalty.

Key Features:

• Net Promoter Score tracking and analysis.
• Feedback collection across various channels.
• Text analytics for sentiment analysis.
• Customer journey mapping and visualization.
• Benchmarking against industry standards.
• Closed-loop management.

Pricing: Contact their sales team or request a quote via their website for precise pricing details.

11. SurveySparrow

SurveySparrow is a user-friendly VOC platform. It enables businesses to create engaging surveys, collect feedback, and analyze insights to improve customer satisfaction and loyalty. With its conversational survey format and mobile-friendly design, SurveySparrow offers a seamless survey data experience for respondents, resulting in higher response rates and more affluent data.

The platform’s advanced analytics tools provide actionable insights, enabling organizations to continuously identify trends, track sentiment, and prioritize actions to improve customer experience.

Key Features:

• Conversational survey design for higher response rates.
• Real-time feedback collection and analysis.
• Personalized survey experiences.
• Integration with collaboration all the tools and CRMs.
• AI-driven insights and trend analysis.
• Automated survey scheduling and reminders.

Pricing: Basic plans start at $39 monthly and $59 for the starter. There are also other various plans for teams and enterprises.

12. ResponseTek

ResponseTek provides VOC solutions with advanced text analytics, sentiment analysis, and predictive modeling capabilities to capture, analyze, and act on real-time customer feedback. It drives improvements in customer experience and business performance.

ResponseTek enables organizations to gain deep insights into customer sentiment, preferences, and behaviors. By leveraging these insights, businesses can identify root causes of customer dissatisfaction, implement targeted interventions, and drive meaningful improvements.

Key Features:

• Omni-channel feedback capture.
• Real-time customer experience monitoring.
• Text and sentiment analysis.
• Role-based dashboards for different stakeholders.
• Closed-loop feedback management.
• Integration with CRM and contact center systems.

Pricing: Contact their sales team directly to get detailed pricing information from ResponseTek. 

13. Clarabridge

Clarabridge, one of the top VOC tools, utilizes AI and natural language processes to analyze feedback from diverse sources. By extracting actionable insights from unstructured data, Clarabridge helps businesses understand customer sentiment, identify emerging trends, and prioritize actions to improve customer experience.

Clarabridge provides advanced analytics and customizable dashboards, offering organizations a comprehensive view of the customer journey. It empowers data-driven decision-making and the delivery of personalized experiences, fostering loyalty and growth.

Key Features:

• AI-powered text analytics for customer feedback.
• Voice of the Customer insights.
• Real-time sentiment analysis.
• Actionable insights for improving customer experience.
• Integration with CRM and business intelligence tools.
• Customer journey mapping and visualization.

Pricing: Clarabridge offers customized pricing tailored to each business’s needs, considering factors like organization size, implementation scope, data volume, and desired features.

14. SurveyMonkey

SurveyMonkey is a popular VOC platform offering various survey solutions to help businesses collect, analyze, and act on customer feedback. Its easy-to-use survey builder, customizable templates, and advanced analytics tools.

SurveyMonkey empowers organizations to craft compelling customer surveys, gather insights, and drive data-driven decisions to boost customer loyalty and satisfaction.

Key Features:

• Easy-to-use survey creation and deployment.
• Customizable survey templates.
• Real-time reporting and analytics.
• Integration with over 1000 apps through Zapier.
• Collaboration features for team-based survey creation.
• Mobile-friendly survey design and distribution.

Pricing: Team advantage plans start at $25 per month, with pricing tiers available for businesses of all sizes and custom pricing options for enterprises with specific needs.

The landscape of VOC software is vibrant and diverse, offering businesses an array of powerful customer tools to unlock the voice of their customers and drive meaningful improvements in customer experience.

Why QuestionPro can be The Best Choice

QuestionPro is one of the best VOC software solutions due to its comprehensive features and user-friendly interface. Here are some reasons why it’s considered among the top choices:

01. Multi-Channel Feedback Collection

QuestionPro allows businesses to gather feedback from various sources such as surveys, social media, reviews, and customer support interactions, providing a holistic view of customer sentiment.

02. Advanced Survey Customization

The platform offers:

• Robust survey customization options.
• Enables businesses to create tailored surveys.
• Aligns surveys with branding and specific needs.

03. Real-Time Analytics and Reporting

With QuestionPro, users can access real-time analytics and reporting dashboards, allowing them to monitor feedback trends and insights as they happen, enabling prompt action.

04. Integration Capabilities

The software seamlessly integrates with CRM systems and other business VOC tools, facilitating smooth data exchange and enhancing the overall efficiency of customer feedback management.

05. Text and Sentiment Analysis

QuestionPro employs advanced text and sentiment analysis algorithms, enabling businesses to extract meaningful insights from customer data analysis, such as customer comments and reviews.

06. Actionable Insights Dashboard

The platform helps users to:

• Intuitive dashboards offer actionable insights.
• Empower businesses to make informed decisions.
• Enhance product development.
• Optimize marketing strategies.
• Boost overall customer satisfaction.

Overall, QuestionPro’s comprehensive features, ease of use, and ability to provide actionable insights make it a top choice for businesses looking to enhance their VOC initiatives and improve the overall customer experience.

Conclusion

VOC software has become an indispensable customer tool for businesses striving to excel in today’s customer-centric landscape. It enables the systematic gathering, analysis, and interpretation of customer feedback from diverse channels. This empowers organizations to gain invaluable insights into customer preferences, sentiments, and needs.

These insights guide businesses, informing strategic decisions across product development, marketing strategies, and overall customer satisfaction initiatives. VOC software facilitates proactive response to customer feedback, allowing enterprises to swiftly address issues, capitalize on opportunities, and continuously improve the customer experience.

With features like real-time analytics, sentiment analysis, and seamless integration with other business systems, VOC software empowers organizations to remain agile and responsive in meeting evolving customer expectations. Ultimately, investing in VOC software fosters stronger customer relationships and drives business growth and competitiveness in an increasingly dynamic marketplace.

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