Voice of the Customer

Connect the Touch Points, and Connect the Dots

For a 360 Degree View of the Customer

Moving from Insights to Impact

If we learn anything from challenging times, it’s that every moment matters. Customers that struggle with disconnected experiences are left feeling that they aren’t being heard. And, that leaves them on the doorstep of your competitor. That’s why Voice of the Customer (VOC) programs have been elevated, and optimized, by so many leading brands.

Foundational VOC programs provide an entry to understanding, but are often siloed and unable to impact greater business outcomes. As programs advance in maturity, teams start to get centralized, and take on additional sources of feedback. It’s the truly mature programs that are holistic in nature, fully integrating data across all channels to provide sophisticated insights to action that enable brands to thrive – even in challenging times.

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Foundational

Mostly surveys with basic analytics, used to address basic functional issues. Often siloed and lacks responsive actions.

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Advanced

A centralized VOC team driving direct and indirect feedback. Includes additional data sources and role-based reporting connected to formal action.

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Holistic

Full integration across direct, indirect, and operational data. Insights are driven by sophisticated AI-powered analytics and lead to targeted, real-time actions for positive business outcomes.

One Customer, One Voice of the Customer

Your customer experiences your brand from many different angles. And, they expect a seamless experience across all touch points, across every channel. If they provide a response to an email survey, they expect that feedback to be recognized by the customer service agent on their next call. Unfortunately, most VOC data is kept siloed within the business, aimed at singular and limited objectives.

With one holistic VOC program that is centralized, you can get a 360 degree view of the customer, instead of disconnected data points that don’t tell the complete story. With a holistic VOC, your brand interactions can be harmonized through the customer lens. And, with common CX data that is inclusive of all customer touch points, you can collaborate to drive competitive differentiation as well as business results. From multiple sources, get one complete view of CX to know what most impacts NPS®, CSAT, and what actions should be taken to boost the bottom line.

voice of consumer across customer journey

Get the Whole Feedback Story – From the Contact Center, and Beyond

Frontline contact center agents hear the “voice of the customer” on a daily basis. They are often the first to monitor trends, absorb sentiment, reflect friction, and feel successes. NICE Satmetrix holistic VOC solution is integrated with the world’s leading cloud-based contact center software from NICE – giving you the tools and expertise for continuous customer experience transformation, from the customer service center and beyond.

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Meet your customer in the channel of their choice to personalize response.

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Collaborate with common CX data that is inclusive of all customer touch points.

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Correlate analytics across channels, with historical context.

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Adapt to change, when it happens, with real-time customer insights.

With a holistic VOC solution from NICE Satmetrix, you are empowered with the ability to get and connect feedback from multiple touchpoints. And, when you can take action on the insights surfaced, you can enhance the customer experience, strengthen relationships, build loyalty, and impact the KPIs that matter most – turning the contact center into a value driver.

Close the Loop on Customer Issues and Drive Strategic Change

with the only complete and integrated holistic VOC solution, driving performance outcomes from the contact center, and beyond.

Customer Satisfaction

Text and Speech Analytics

NICE Enlighten AI Feedback

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