By implementing a reliable and appropriate Voice of the Customer program, businesses can bring their operations into the modern era, and lead the way in their digital transformation. To understand and explore all this customer-centric data, there are a range of business intelligence tools to choose from.
What is a Voice of the Customer program?
Voice of the Customer (VoC) is the term that describes the data collected about your customer’s feedback, experiences and expectations of your products and services. Developing a strong VoC program at your enterprise has many factors involved, but once implemented will have a strong ROI on your operation means and customer loyalty.
Successfully utilizing Voice of the Customer programs has proven to increase customer loyalty, create better products, give better service, and quickly understand customer experience. CX professionals of today use a wide range of technologies and tools. Surveys are a common method to gather customer feedback, but can be limited in response rates. Using machine learning technologies such as voice analytics, brands can extract feedback from every customer interaction whether over the phone or through chat messaging. This data can then be made available in your chosen analysis dashboards to discover opportunities within your organization. By aggregating customer experience and sentiment data into your chosen business intelligence tool, you can spot ways to:
- Reduce customer churn. Happy customers = loyalty
- Increase efficiency through improved solutions
- Capitalize on Opportunities. Valuable metrics and tagged keywords can surface new trends and opportunities for new products or services
- Reduce costs. With improved products and services internally for employees and externally for customers
- Increase ROI. Successful improvements deliver returns to the business
Here are some of the tools we like at VoiceBase to kickstart and sustain your VoC program.
SMB (Small-Medium Business) Solutions
Analytics You Can Search For
For enterprises with mountains and mountains of data, ThoughtSpot gives you the ability to search through the data gathered as simple as a conversation. They believe that finding and reading analytics should be as easy as searching for it, and all it takes is knowing the question you want answered. Through all industries, ThoughSpot has programs and AI available to help your enterprise find the data they need.
Data Visualization for All
The leading powerhouse of the industry is Tableau, providing any combination of data you can imagine in a consumable format. Tableau dashboards are well known in the industry, and VoiceBase uses them to help you see and analyze your customer data better. From maps to samples, Tableau’s viz gallery brings an art to a scientific world and ensures that your company has the best foot forward to communicate with your employees.
Reliable Integration for Your Day One Tools
Microsoft’s answer to business intelligence, Power BI integrates easily with other Microsoft Office 365 products, such as Excel, Azure, and hundreds of others across the Microsoft Power Platform. If you’re looking for a solution with all your eggs in one basket, Microsoft Power BI is ideal for adding that self-service analytics to your enterprise already using their other products.
Providing End-to-End Data Analytics
The Qlik system of products are the first in the industry to take you from raw data to actionable insights. Their BI system goes from freeing the data, to reading it, to offering data-literacy services to empower your employees to manage your customer data. They were able to determine that only 10% of data collected is used for analytics, so they use their variety of products, including Qlik Sense to translate that data into something they can work with.
A New Addition to Google Cloud
Acquired by Google through a multi-billion dollar deal in June 2019, Looker is now part of the Google Cloud platform, providing their analytics dashboards to Google Cloud customers. They have a powerful explore section complete with a drag-and-drop experience so all team members can properly communicate the insights they’ve found.
Self-serviceable, Queryable Analytics
Datapine has a variety of brand specific features to be able to make sense of your customer data. On top of custom dashboards and drag-and-drop building, datapine has the ability to build SQL databases and is the only solution in the market that allows for query results to be used for further calculations that wouldn’t be possible with plain SQL.
SMB (Small-Medium Business) Solutions
Speed is the Name of the Game
When time is money, Stratifyd is ensuring that businesses find the insights and answers they’re looking for in an easy-to-use platform. The platform also meets you where your data is, with an unlimited amount of data sources, such as Slack, Salesforce, Google Analytics, and more.
Solutions for Business of Every Size
Business intelligence isn’t just for the enterprise level. If you’re looking for an easy to use and integratable solution for your small or mid-sized business, Zoho Analytics allows you to create reports and dashboards with the data you already have. Collaboration with colleagues, embeddable white-label portals, and data anomaly alerts are just a few of the features provided by Zoho and their never-ending list of products to build your business.
Inspired and Developed Specifically for a Growth Mindset
Another brand with customizable data resources, Grow is built for companies that do just that–grow. Founded in 2014 as the “only BI solution for growth-focused businesses.” They provide Dataset playbooks as templates for business to make sense of their reports and over 100 data connections available.
Single Solution to Multitude of Sources
Focusing simply on creating really great dashboards, Cyfe is the all-in-one solution to collecting the data your company has across different services, like social media and collaboration tools. Great for businesses with an omnipresent approach to customer service, they offer white-label solutions for enterprises developing between departments and include their feature “TV Mode” for always-on presentation of your selected dashboard–great for operation centers.