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Why SoGoCX for VoC?
A voice of the customer program entails more than just collecting feedback. It’s an extensive customer experience approach that allows your business to closely monitor and analyze customer sentiment and—more importantly—put data at your fingertips so you can act quickly and proactively.
SoGoCX gives you powerful voice of customer analytics tools and resources to help you connect with your customers, respond quickly to their needs and expectations, and make the right decisions to fuel business growth.
SoGoCX and VoC:
Key elements of your business strategy
WELCOME FEEDBACK
Listen
Collect feedback across multiple channels and touchpoints to truly hear the voice of the customer.
UNCOVER MEANINGFUL INSIGHTS
Analyze
Measure improvement against benchmarks and turn complex data into easily digestible reports.
IMPROVE AND GROW
Act
Take the next step—quickly follow up with customers to build loyalty and reduce churn.
Go beyond NPS
It’s not always easy to know what the customers are thinking. With SoGoCX, you can capture the voice of your customers and focus on what they are saying about you.
Listen and learn
With SoGoCX, you’ll be more in touch with your customers through multiple feedback channels, and that means better insight into your customers’ level of satisfaction, expectations, and feelings about your brand. With better information and powerful voice of the customer analytics tools, you’ll be able to take informed and incisive actions.
Put the focus where it needs to be
Metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) are all important, but only provide a snapshot of customer sentiment. SoGoCX puts the power of a true VoC engine in your hands—with a comprehensive view into how your customers feel over time, at multiple touchpoints.
Be proactive, not reactive
With our voice of the customer platformSoGoCX, you can monitor trends in customer feedback and gain perspective into how your customers perceive your company or products over time. Armed with this kind of information, your VoC program can anticipate problems before they occur.
Understand who your customers really are
How do you know who your customers are and what they want from your business? Listen to what they tell you. SoGoCX helps you home in on customer expectations so you can better align your business with market demands—and that means more for your bottom line.
Take swift action
SoGoCX helps you monitor customer feedback and respond more quickly to potential issues. A quick response or resolution builds loyalty and keeps customers coming back for more.
What does Voice of the Customer mean?
The Voice of the Customer (VoC) refers to the feedback provided by your customers regarding your product or services. Using voice of customer solutions, you can capture the preferences, aversions, and expectations of your customer — and gear your product or service toward those expectations. Capturing and understanding the voice of your customer allows you to engage more customers and build loyalty among them. But capturing the voice of your customer is only half of it — you must also analyze and understand what your customers are saying. How do you analyze the voice of the customer? By implementing solutions that can parse the data for you, and give you the ability to segment and understand what the data means.
Learn more about the voice of the customer and how it can sustain profitability.