TouchCommerce

The TouchCommerce Voice of the Customer (VoC) program aligns your online experiences with market demands. TouchCommerce conducts advanced analysis, measurement and monitoring through a robust and scalable Voice of the Customer (VoC) service, aligning online experiences with market demands. Big Data is mined for customer sentiment, feedback and themes in a consistent and usable way.
The results: Actionable customer insights for meaningful site optimization.

Key Elements of Voice of the Customer

Optimized programs. Optimized VoC research programs begin with a clear understanding of your business goals and needs, to determine the right research choices and ensure delivery of valuable customer insights.

Analysis of Big Data. VoC research teams analyze information from both structured data (such as forms and surveys) and unstructured data (including text mining chat transcripts).

Reporting and recommendations. Analysts share information to help you gauge brand sentiment, customer satisfaction, and the effectiveness of your customer experience management, while making recommendations for changes where beneficial.

VoC Drives Revenue

Listening to customer feedback drives online revenue by delivering actionable information about:

• Customer experience. Understand why customers abandon your site. Discover how they identify products and what motivates them to “add to cart.”
• Customer satisfaction. Build brand loyalty by using customer input to improve site performance and support. Generate word-of-mouth marketing by offering satisfied customers the opportunity to share their experiences.
• Actionable Market insights. Monitor the performance of products and promotions. Recognize market trends as they happen to take advantage of them rather than simply respond to them. Build a competitive analysis by analyzing who your customers mention and what they say about them.

Segmented Analysis

Segmentation allows VoC programs to provide a deeper understanding of your target customers. TouchCommerce can segment customers based on engagement type, business rules, conversion events, competitive mention, customer type, products viewed, and keywords used in search or conversation.

Curious to see how VoC programs can help you know your customers? Request a demo or just contact us and let's get started.