8 Best Voice of Customer Tools in 2024

Raveesh Motlani
Founder's Office
February 6, 2023

Are you looking for the best Voice of Customer software to understand what your customers want?

We have researched the top five Voice of Customer tools and highlighted their key features, pros, cons, and customer ratings to help you compare each tool. The research process included reading most recent G2 reviews for each of these tools and cite them in the analysis.

But before you choose a VOC software, let us quickly share our perspective on what Voice of Customer programs are and why should you start one at your organization.

What is Voice of Customer?

Strategic product teams are using Voice of Customer to help their internal teams align their efforts with customer expectations.

The goals of a successful Voice of Customer program result in:

  • Continuous learning:  Create a feedback loop where customer insights are used to refine and enhance products, services, and overall customer experiences.
  • Customer Loyalty: Improved customer satisfaction, loyalty, and advocacy.

A Voice of Customer program allows you to capture, assess, and analyze customer feedback and pain points. It encompasses all of the tools and processes your team uses to access customer insights throughout product development.

Why should you start a Voice of Customer program?

Organizations who are looking to make sure that their product teams understand what customers need and want so that they can make sure they are building. Many organizations feel key  challenges with customer feedback in these areas:

  • I don’t know where to find or share customer feedback
  • There’s no single source of truth when it comes to customer and product feedback
  • Customer feedback lacks context
  • Difficult to close the loop with customers and internal stakeholders

Watch this video to see how Figma built their Voice of Customer program.

The Best VOC Tools in 2023

Let’s jump into the comparison of tools that can help you get set up with Voice of Customer program. This list was compiled using the most recent G2 reviews for the top VOC tools in the market.

1. Enterpret

Key Features

  • Custom taxonomy model: Every Enterpret customer receives a custom built model for their organization in as quickly as two days. All customer feedback is ingested, translated, and organized into relevant themes.
  • Natural Language Processing Utilize text analytics and sentiment analysis to automatically categorize and understand customer comments and open-ended feedback.
  • Actionable insights: Cut through the noise and easily identify top issues and find the most critical feedback to address and actionable insights.
  • Anomalies: Catch new/emerging issues or gain a quick understanding of how releases and launches are performing.
  • Dashboards: Automatically generate real-time insights through customizable dashboards and reports, enabling you to monitor trends, identify areas of concern, and make informed decisions and operate strategically.
  • Integrations and API: Integrate with other customer feedback systems, CRM platforms, and business tools to streamline data flow and create a comprehensive view of customer interactions. See our full list of integrations here.

Pros:

  • Unified Repository of Customer Feedback: Enterpret effectively aggregates customer feedback from various sources (support channels, surveys, reviews, communities, social media, call recordings, etc), breaking data silos and making it easier for users to get a comprehensive view of the voice of customer. [1, 2, 3]
  • AI-driven Feedback Categorization: The tool uses AI to automatically categorize and structure feedback, providing valuable insights without manual intervention. [1, 2]
  • Visualization and Trend Identification: Enterpret offers visualization capabilities that allow users to easily identify trends and anomalies in customer feedback. This helps in quickly spotting areas of concern or positive feedback. [1, 2]
  • Responsive and Supportive Team:  Many reviewers have praised the Enterpret team for their responsiveness, willingness to take feedback, constantly improving the product, and offering exceptional customer service. [1, 2]

Cons:

  • Learning Curve: All analytics tools are challenging to learn and because Enterpret’s technology is new it means there’s a learning curve. But, fear not, the Enterpret customer success team is partner through out the process so you can get ramped up quickly and start using insights to support your team. . [1, 2]
  • Noise: While Enterpret's AI is generally accurate, there are instances where it doesn't align with internal taxonomies or catches spam, leading to noise. The good news is Enterpret’s machine learning technology gets better when you flag discrepancies so it learns to filter out noise over time.  [1, 2]
  • Response Management: Some users request the ability to respond to customers directly from the platform.

2. Qualtrics Customer Experience

Pros:

  • Easy to Build and Customize Surveys: Qualtrics offers a user-friendly interface, making it easy to build and customize surveys. [1, 2]
  • Powerful Analytics: Features like Text iQ for sentiment analysis and Dashboards for real-time insights, were frequently highlighted by the reviewers. [1, 2, 3]
  • Effective Customer Relationship Management: Qualtrics aids in understanding and responding to customer needs, by enabling them to create tickets. [1]

Cons:

  • Training and Complexity: Some users find certain features deep and complex, requiring extensive training to fully understand and utilize them. [1]
  • Continuous Updates: The frequent updates can be confusing and disruptive for some users.
  • Pricing: Some users find the cost for a customer experience license to be high and desire more features within a single license. [1]

3. NICE Satmetrix CXM

Pros:

  • NPS Methodology: Being the originators of the NPS methodology, Satmetrix's expertise in this area was a highlight for many users.
  • Comprehensive Customer Experience Management: Satmetrix offers a holistic view of the customer journey, integrating NPS with the customer journey, and providing tools like text analytics, social sharing, and close-the-loop functionality. [1, 2]
  • Strong Support & Onboarding: The onboarding process, continued consulting, and dedicated customer success teams are highlighted as strengths. [1, 2]

Cons:

  • Learning Curve & Interface: Some users find the interface convoluted, not as intuitive as competitors, and feel there's a learning curve to fully utilize the software. [1, 2]
  • Platform Limitations: Concerns about the platform's speed, stability, and ability to handle enterprise-wide adoption have been raised. [1, 2]
  • Customization & Flexibility: A few reviewers mentioned the desire for more customization options, especially in terms of analytics and reporting. They wanted the ability to run more complex custom queries within the tool.

4. Chattermill

Pros:

  • User-friendly Interface: The platform is praised for its simple and intuitive UI, making it easy for users to comprehend information and navigate. [1, 2, 3]
  • Real-time Insights: Many reviewers appreciate the ability to provide real-time monitoring of customer feedback, and structured insights generated using AI and NLP. [1, 2, 3]
  • Sentiment Analysis: Sentiment assessment and chat analyzer tool are highlighted by several reviewers. This feature is crucial for understanding customer sentiment, analyzing open text, and improving services based on the feedback. [1, 2, 3]

Cons:

  • Integration & Usability Issues: Some users have reported facing integration challenges with their applications. Additionally, there are mentions of occasional usability problems, such as slow loading times, glitches, and difficulties in performing certain actions. [1, 2]
  • Challenges with Customization: Users have expressed difficulties when trying to change the structure of topics or categories. There's also feedback about wanting more training or guidance to recognize specific contexts or to leverage all of Chattermill's features. [1, 2, 3]
  • Setup Time & Dependency on Tech Team: Some users mentioned that it can take a few weeks for the AI to find the right themes or to be fully operational. A few reviewers have mentioned a dependency on the tech team as a limitation, suggesting that some tasks or functionalities might require technical expertise. [1, 2]

5. InMoment Experience Improvement Platform

Pros:

  • Ease of Use: The platform is straightforward to use and provides intuitive dashboards [1, 2, 3]
  • Comprehensive Feedback Collection: It captures customer feedback from multiple sources like surveys, email, social media and call centers. [1]
  • Actionable Insights: The platform provides actionable data that can drive company results and improve customer experiences. [1, 2]
  • The dashboards are intuitive and offer valuable insights into customer sentiment and areas of improvement. [1, 2, 3]

Cons:

  • Cost & Additional Charges: The platform can be expensive, especially for smaller companies, and additional features may come at extra costs. [1, 2]
  • Technical Challenges: Some users find the platform slow, and unreliable at times. Additionally, customization can require coding and technical expertise. [1, 2]
  • Data & Integration Issues: Some users have expressed concerns related to natural language processing, where the platform might misinterpret feedback. Additionally, there are mentions of challenges with full integration of all tools within the platform, data compliance, and privacy policies. [1, 2, 3]

The analysis for above VOC Tools was done using customer reviews shared on G2.

However, there are not all voice of customer tools are listed on G2 or have enough reviews. Here are a few more solutions people used for feedback management:

 

6. Medallia

Pros:

  • Medallia excels in comprehensive customer experience management, offering a wide array of tools for in-depth feedback analysis.
  • The platform's strong integration capabilities enhance its functionality and data management.
  • Real-time analytics and reporting features enable prompt and informed decision-making.

Cons:

  • The complexity and breadth of features can be overwhelming, requiring a significant learning curve.
  • Medallia's cost may be prohibitive for smaller businesses or those with limited budgets.
  • Some users have noted limitations in AI capabilities and a need for more advanced, intuitive text analysis.

 

7. MonkeyLearn

Pros:

  • Exceptional for automated text analysis, particularly in customer feedback and sentiment analysis, with industry-specific customization.
  • User-friendly, suitable for non-technical users, allowing easy integration and application in business workflows.
  • It offers a range of pre-built machine learning models, enabling efficient data categorization and emotion detection, enhancing customer experience analysis.

Cons:

  • Limited to four integrations, potentially restricting seamless workflow integration with a broader tech stack.
  • The platform's model accuracy is dependent on input data quality, which may vary.
  • Custom model training on unique datasets is not supported, limiting bespoke analytical capabilities.

 

8. SentiSum

Pros:

  • SentiSum excels in automated sentiment analysis and ticket tagging, streamlining the handling of customer feedback across various channels.
  • The tool offers comprehensive real-time analytics, allowing for immediate insights into customer sentiments and trends, beneficial for proactive customer support.
  • Its user-friendly interface and scalability make it suitable for businesses of all sizes, facilitating efficient customer support interaction analysis.

Cons:

  • The AI's accuracy is not always perfect, necessitating manual intervention for precise data analysis.
  • SentiSum is primarily tailored for customer support teams, which may limit its application scope in broader business contexts.
  • The platform's focus on support conversation analysis might restrict its utility for companies seeking a broader range of VoC analytics.

 

Conclusion

Now that you’ve read through five of the best Voice of Customer tools we hope you’re able to find the one that suits you best!
And while each of the software we mentioned has its pros, Enterpret offers the most accurate and insightful metrics in Voice of Customer tools.

To get started, sign up here and we'll connect you to a Voice of Customer expert on the team.

Get a demo with your data
Enterpret allowed us to listen to specific issues and come closer to our Members - prioritizing feedback which needed immediate attention, when it came to monitoring reception of new releases: Enterpret picked up insights for new updates and became the eyes of whether new systems and functionality were working well or not.
Louise Sellars
Analyst, Customer Insights
Enterpret is one of the most powerful tools in our toolkit. It's very Member-friendly. We've been able to share how other teams can modify and self-serve in Enterpret. It's bridged a gap to getting access to Member feedback, and I see all our teams finding ways to use Enterpret to answer Member-related questions.
Dina Mohammad-Laity
VP of Data
The big win-win is our VoC program enabled us to leverage our engineering resources to ship significantly awesome and valuable features while minimizing bug fixes and" keep the lights on" work. Magnifying and focusing on the 20% that causes the impact is like finding the needle in a haystack, especially when you have issues coming from all over the place
Abishek Viswanathan
CPO, Apollo.io
Since launching our Voice of Customer program six months ago, our team has dropped our human inquiry rate by over 40%, improved customer satisfaction, and enabled our team to allocate resources to building features that increase LTV and revenue.
Abishek Viswanathan
CPO, Apollo.io
Enterpret's Gong Integration is a game changer on so many levels. The automated labeling of feedback saves dozens of hours per week. This is essential in creating a customer feedback database for analytics.
Michael Bartimer
Revenue Operations Lead
Enterpret has made it so much easier to understand our customer feedback. Every month I put together a Voice of Customer report on feedback trends. Before Enterpret it would take me two weeks - with Enterpret I can get it done in 3 days.
Maya Bakir
Product Operations, Notion
The Enterpret platform is like the hero team of data analysts you always wanted - the ability to consolidate customer feedback from diverse touch points and identify both ongoing and emerging trends to ensure we focus on and build the right things has been amazing. We love the tools and support to help us train the results to our unique business and users and the Enterpret team is outstanding in every way.
Larisa Sheckler
COO, Samsung Food
Enterpret makes it easy to understand and prioritize the most important feedback themes. Having data organized in one place, make it easy to dig into the associated feedback to deeply understand the voice of customer so we can delight users, solve issues, and deliver on the most important requests.
Lauren Cunningham
Head of Support and Ops
With Enterpret powering Voice of Customer we're democratizing feedback and making it accessible for everyone across product, customer success, marketing, and leadership to provide evidence and add credibility to their strategies and roadmaps.
Michael Nguyen
Head of Research Ops and Insights, Figma
Boll & Branch takes pride in being a data driven company and Enterpret is helping us unlock an entirely new source of data. Enterpret quantifies our qualitative data while still keeping customer voice just a click away, adding valuable context and helping us get a more complete view of our customers.
Matheson Kuo
Senior Product Analyst, Boll & Branch
Enterpret has transformed our ability to use feedback to prioritize customers and drive product innovation. By using Enterpret to centralize our data, it saves us time, eliminates manual tagging, and boosts accuracy. We now gain near real-time insights, measure product success, and easily merge feedback categories. Enterpret's generative AI technology has streamlined our processes, improved decision-making, and elevated customer satisfaction
Nathan Yoon
Business Operations, Apollo.io
Enterpret helps us have a holistic view from our social media coverage, to our support tickets, to every single interaction that we're plugging into it. Beyond just keywords, we can actually understand: what are the broader sentiments? What are our users saying?
Emma Auscher
Global VP of Customer Experience, Notion
The advantage of Enterpret is that we’re not relying entirely on human categorization. Enterpret is like a second brain that is looking out for themes and trends that I might not be thinking about.”
Misty Smith
Head of Product Operations, Notion
As a PM, I want to prioritize work that benefits as many of our customers as possible. It can be too easy to prioritize based on the loudest customer or the flavor of the moment. Because Enterpret is able to compress information across all of our qualitative feedback sources, I can make decisions that are more likely to result in positive outcomes for the customer and our business.
Duncan Stewart
Product Manager
We use Enterpret for our VoC & Root Cause Elimination Program - Solving the issues of aggregating disparate sources of feedback (often tens of thousands per month) and distilling it into specific reasons, with trends, so we can see if our product fixes are reducing reasons.
Nathan Yoon
Business Operations, Apollo.io