Voice Of Customer Tools

Voice-of-Customer tools are software solutions that are capable of aggregating and interpreting data that comes from client/customer interactions. These are especially useful for data that is hard to measure or quantify, such as customer sentiment or satisfaction. VOC (voice of the customer) can be used to gain actionable insights that impact your customer’s experience and your business overall. 

Some organizations use a voice-of-customer survey in an attempt to gain feedback from their customers. However, there are a few aspects of surveys that make them somewhat ineffective when trying to gain large-scale insights from your customers. For example, survey delivery. Choosing a survey delivery method, whether that’s a phone, email, or text, can be an entire host unto itself. Planning a survey, finding the best way to deliver it, and interpreting its results can tie up your administrative staff for a long time, leaving them unable to focus on other work. When gathering qualitative feedback, think about the ways your customers already interact with you every day – how can you get their feedback at that moment? 

Getting a customer’s feedback at the moment is also important because surveys are often ineffective simply because customers elect not to do them. Unless they’re incentivized, many customers view a survey as a waste of their time. If that’s the case, there is a lot of administrator time wrapped up in creating a survey that doesn’t get filled out, and if it does – the budget is being spent on incentivizing the survey instead of investing in a more impactful voice of the customer tool. Although voice-of-customer template surveys exist, any survey should be hyper-personalized to your industry and your business. In many instances, a survey just doesn’t cut it.

There’s also the possibility of survey bias, which would mean that the findings from your survey are ultimately unusable for creating meaningful change at your organization. It’s best to use voice-of-customer best practices such as real-time listening across many touchpoints and direct integration with the systems that interact with your customers every day, like contact centers and customer relationship management software. 

There are many other best practice methodologies that emphasize voice-of-customer – Six Sigma, for example, places voice of customer as one of their foundational values. This is because, according to Six Sigma, the customer is the one who defines the quality and value of a service. If your customer says your service is bad – it’s bad. That’s why investing in the quality voice of customer tools is important. It can compile a big picture for your team to give you actionable insights into what is working – and what’s not. 

Voice Of The Customer

Tools like Authenticx allow you to listen to the voice of the customer – literally. Authenticx has several intuitive features that aggregate and interpret the actual voices of your customers during calls that they would have made anyway – data that you would have otherwise lost. 

Speech Analyticx is a feature that summarizes the themes of your customer’s conversations and the trends that occur across all customer interactions in the call center. The insights that Speech Analyticx provides are invaluable to a voice of the customer methodology. For example, let’s say that Speech Analyticx identifies a trend in your customer conversations – they need to call multiple times to get the information they need. If it’s many customers across many analysts that are having this problem, that means that there is a widespread issue in need of organizational attention. Software that analyzes and interprets voice of customer can be used to make impactful decisions that will improve your bottom line and your customer’s experience. For example, Authenticx hosts many voice of customer case study examples on their website that contain real stories from healthcare organizations who have used VOC to unlock their best customer experience possible. 

While there are voice of customer survey examples available online, there is a clear difference between solicited and unsolicited feedback. A survey is solicited feedback – and your customers are aware that they’re being asked for their opinion. Unsolicited feedback is something that occurs while another problem is being addressed, and while customers are aware that their calls are being recorded, they’re not thinking about that – they’re just trying to be heard. Utilizing unsolicited feedback allows you to hear the voice of the customer in its truest form, and investing in a VOC tool that can aggregate and analyze data that would have otherwise gone unused is the most efficient way to distill the VOC.

Voice Of Customer Examples

In mainstream voice-of-customer examples, Six Sigma is a popular methodology that places great value on VOC. Six Sigma is a process that uses statistics and errors to reduce errors or defects in products or services. The Six Sigma methodology comprises five phases, otherwise known as the DMAIC – Define, Measure, Analyze, Improve, and Control. VOC tools like Authenticx are essential to implementing DMAIC due to the data they collect and analyze. Data collected by Authenticx is something known as ‘dark data’ – a type of data that would go unused because of its difficulty to quantify. 

Authenticx provides voice of the customer examples in healthcare to assist their potential clients. Authenticx was created by former healthcare executives for current healthcare organizations. With Authenticx, healthcare organizations do not need to rely on voice of the customer templates or search for voice of the customer questions examples online. Instead, they unlock valuable access to the data that has been staring them in the face this entire time – the actual voices of their customers, through their contact centers. 

Customers never contact a call center for no reason. There is always a purpose for the call and emotion tied to that. Authenticx helps healthcare providers sift through those calls, the emotions tied to them, how the call was resolved, and the level of satisfaction with the solution. With Authenticx, there’s no need to look for voice of the customer examples – your data and your organization is the example. 

To see how Authenticx has helped other healthcare organizations improve their customer experience and reverse their Eddy Effect, look at their voice of customer examples in their client stories. Authenticx can help your organization identify scheduling errors, HIPAA violations, customer engagement, satisfaction, and more. For example, an insurance company used Authenticx to analyze 6,000 interactions over 30 days. They discovered that nearly 25% of their calls contained a brand detractor – something that was harming their brand and their bottom line. Using the insights from the calls, they were able to formulate a plan to combat these brand detractors and improve their customer experience and sentiment.

Voice Of Customer Program

Organizations may choose to use voice-of-customer questions for new product development or to refine a product or service they already offer. This is because your current customer base is made up of the people who are most likely to purchase a new product or service. That is why many methodologies place great emphasis on the voice of the customer – Six Sigma being one of them. A Voice of Customer program is different from other types of feedback because it is usually a multi-pronged approach instead of a one-off effort. One of the main tenets of a successful voice of the customer program is to collect feedback from many different sources over many different checkpoints. Try and collect as much feedback as you can from customers during every stage of their journey.

A voice-of-customer program may look like placing your clients on a schedule and assigning different kinds of feedback to certain milestones in their journey. Alternatively, you can formulate a VOC program with software like Authenticx, which passively collects and aggregates data. Healthcare organizations can then use the Smart Sample feature to search for important business challenges and other topics that impact performance. Smart Sample enables organizations to search for specific themes, problems, or questions to evaluate how and why results are occurring. 

Authenticx hosts many voice-of-customer case study examples on their website, with real stories of how actual clients transformed their processes and strategies thanks to the insights gained with Authenticx. The data collected from Authenticx gives healthcare organizations the foundation they need to make informed decisions.

Voice Of Customer Analysis

By following voice of the customer best practices, healthcare organizations can gain valuable insight into their customer’s perspectives and learn how, where, and why their customers are getting stuck in their journey. Authenticx takes the guesswork out of voice of customer analysis with their intuitive features and powerful processing capabilities. 

Voice of customer analysis is performed through advanced artificial intelligence algorithms that are capable of listening to human speech, transcribing it, and then scoring those transcriptions against a weighted scale. Smart Predict is the Authenticx feature capable of automatically scoring conversational data for specified criteria, making it possible for healthcare organizations to gain context and insight from voice data that would have taken hours to analyze manually. 

Authenticx also unlocks the power of VOC without relying on internal voice of the customer survey questions. Instead, it analyzes data from conversations that are already happening every day, reducing the need for extra work such as developing voice of customer questions.

Reporting is an essential aspect of a successful voice of the customer program. Reports can take complicated data and turn it into an easily digestible format that can be used to make decisions. Using a voice of customer report example can help healthcare providers plan their first voice of customer feedback program. Finding other healthcare organizations that have implemented VOC into their CX strategy is another useful way of identifying what you want for your organization. Authenticx works with healthcare organizations and hosts the stories of how VOC tools and Authenticx have changed their organization for the better.