Voice of the customer is a term used to describe the processes your business uses to get your customers’ feedback about their experiences and expectations of your products and services. VoC can be captured in a number of ways, including direct discussions or interviews, surveys, complaint logs, focus groups, and observation.
So why should you conduct VoC research? The short answer is that it gives you the information you need to connect and engage with your customers. And when you can successfully engage your customers, you then have the tools you need to improve your services or product, and in turn, improve your overall customer retention.
VoC is important in customer engagement, because when customers share their experience with you, whether it’s through a survey, a complaint, or a focus group, they expect you to listen and act on their feedback. There is almost always room for improvement when it comes to customer service, so using a VoC program is an important piece of making the necessary changes to improve.
If you’re looking for a way to start implementing your own VoC program, then contact KOVA today. Our Verint Media Recorder Customer Experience Survey Software can help you gather valuable feedback from customers at the end of their calls through IVR or email surveys. A browser-based solution, Verint Media Recorder Customer Feedback uses short, context-sensitive, dynamic customer surveys to collect data on products, processes, staff performance, customer loyalty and level of satisfaction.
So don’t wait—start improving your customer service today!