Voice of the Customer

Voice-of-the-customer (VoC) programs provide direct access to customer feedback to increase customer satisfaction and keep clients aligned with shifts in customer needs and demands.

Increase Customer Satisfaction

Voice-of-the-customer programs are a critical component to improving customer experience. TouchCommerce™ knows that nothing more clearly aligns organizations with market demands than actionable feedback from customers. Yet most organizations fail to collect that feedback in a consistent, usable form, or they collect data within silos that lack effective mechanisms for sharing the information.

What should I expect from Voice of the Customer?

Increase Customer Satisfaction		Improve Brand Loyalty		Word-of-mouth Recommendations
Web analytics, surveys, and chat conversations reveal problems consumers have with purchase processes or ability to locate information. VoC programs bring this information back to you.		Customer feedback helps create positive purchase experiences that turn first-time buyers into repeat buyers.		Understanding how customers talk about your brand online enables you to address negative comments directly and to engage consumers who have positive brand experiences and turn them into brand advocates.

Key Elements of VoC

TouchCommerce collects information from both structured data (such as forms and surveys) and unstructured data (including text mining chat transcripts, and email). An account team analyzes the collected data and feedback, makes recommendations, and shares the information with clients to help gauge brand sentiment, customer service satisfaction, and effectiveness of customer experience management.

Market research. Gather market research data at the point of conversion to understand: What motivates your online channel to convert? What product features were decisive? What drove them to your solutions versus your competitors? Or, why did they abandon a conversion altogether?
Customer experience management. Whether through site analysis or recurring patterns in transcripts, TouchCommerce identifies weaknesses in customer experience and provides recommendations for improvement.
Top 10 topics. Based on survey results and online conversations, use the top 10 topics to understand the top-of-mind issues for the online channel.
Custom research. Besides uncovering the “nuggets” within TouchCommerce analysis, clients can engage analysts to research topics relevant to upcoming marketing campaigns or product roadmap decisions.