6 Best Voice of the Customer (VoC) Solutions for 2024

Aren't you using a VoC platform yet? Well, you should be. Let us explain why in Hillary Cullum's (Founder of HSC Advisors) words:

"If you ignore what the customer is telling you and blindly follow what you think is best, you will undoubtedly take a wrong turn. The customer's opinion should be the north star guiding your business forward.” (Source)

In simpler words – your company wouldn't exist without customers who buy from you, so if you want to be successful (who doesn't?), you have to give your clients what they want. How? With Voice of the Customer technologies that collect and assess feedback, enabling customer-centricity.

Without further ado, here's a transparent comparison of the best VoC solutions available in 2024. Let’s dive in!

6 best Voice of the Customer (VoC) solutions

Just a quick word on what Voice of the Customer (VoC) solutions are – tools that help you listen to what customers want and need. Their purpose is to collect scattered direct opinions from surveys, social media, support calls, and even indirect feedback from user session behavior to give you the full picture of the customer journey and sentiment. The best tools also give you actionable ideas for improving your product or services.

Zeda.io

Zeda.io is a product discovery tool designed with B2B & SaaS businesses in mind to help them turn Voice of Customer into great CX and revenue-generating solutions. As an AI-powered continuous product discovery and VoC solution, it allows you to find and solve customer problems effectively, in one centralized platform.

Our tool gathers timely and accurate customer data from all your channels, including communication hubs, support widgets, customer portals and feedback API. However, experts agree that "data is only useful when it is transformed into insights." Not to worry – we provide you with smart analytics, too. You can merge qualitative and quantitative information, categorize feedback and leverage AI to summarize, brainstorm and provide you with "next steps" propositions based on VoC.

By combining rich customer behavior data, AI insights, root cause analysis, impact-first roadmaps, and product insights, you get:

• 50% more sales
• 2/3 less time spent coming up with product strategies
• 20% lower churn rates
• 90 hours saved for team collaboration
• 39% more effective customer acquisition
• 52% improved customer trust

Features

• VoC data collection from multiple channels
• Instant customer insights dashboard with categorizing options
• AI and ML data analysis with tagging and grouping
• Predictive insight generation based on patterns and trends
• Product roadmaps that serve as a visual strategy for planning and understanding dependencies
• Prioritization of product ideas based on their potential revenue impact and alignment with your strategy
• Customer and product feedback loops with AI release notes and performance analysis
• Automatic responses to repetitive feedback for improving engagement levels
• Progress tracking for continuous development and refining your future improvement strategies
• Integrations with Slack, Microsoft Teams, Email, Zendesk, HubSpot, Jira and thousands more powered by Zapier

Pricing

Zeda.io pricing is as simple as it gets – starts from $499/month with an annual commitment. This straightforward plan gives you access to all product discovery features – no strings attached. You can try it out for 14 days for free or schedule a call to get the exact price tailored to your company's needs.

Customer ratings

This VoC platform is rated 4.4/5 stars on G2. Users enjoy the versatility of the customer feedback management dashboard, clean UI, roadmapping and data visualization features.

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Have a quick look at our customer stories to see Zeda.io in action:

1. Nimble: This IoT company went from disorganized Google Sheets roadmaps to a centralized product ideation platform in Zeda.io with sorted tasks for all departments. They found it a comfortable solution for monitoring issues, new product features, communicating across teams and collecting feedback, all under one roof.
2. Sprinque: The B2B checkout platform used Notion pages in an attempt to track everything related to their product, leading to many pieces of information flying under the radar. Zeda.io proved the perfect solution for collecting, monitoring and prioritizing items, leading to much better alignment across the company.

InMoment

InMoment captures and connects customer data, helping businesses make sense of it. It uses generative AI and natural language processing technologies to turn all types of user feedback into structured text, highlighting the key topics and trends companies should focus on to improve CX. The VoC platform includes real-time reporting and alerting features. The presented information combines data collected across sources with the in-app survey results.

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Features

• NPS, CSAT and CES micro surveys
• Data collection and connection
• Voice of Employee solutions
• Human-assisted AI and text analysis
• Integrations with Salesforce, Quantum Metric, Workday, Zendesk and Slack, among others

Pricing

You can schedule a demo via the InMoment website, but no pricing information about the tool is available.

Customer ratings

InMoment has a score of 4.4/5 stars on Capterra. Users consider this a solid tool for simple, fast surveys and customer opinion summaries.

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Qualtrics

Qualtrics is a customer feedback platform that facilitates making and sending out surveys and generating reports to help you fully understand your customers. The AI-guided customer experience software gives you a full context of the customer journey with quantitative, qualitative and behavioral data. Their natural language processing technology can detect emotions and analyze sentiment and effort.

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Features

• Omnichannel real-time data capture
• Conversational surveys
• Rich customer profiles based on interactions
• Dynamic client segmentation
• Customer feedback analysis and simplified statistics
• Integrations including Slack, Zendesk, Salesforce, HubSpot, Quantum Metric, Freshdesk and Zapier

Pricing

No pricing information is available on the Qualtrics website; you can find your plan by completing a short questionnaire and requesting pricing from the provider.

Customer ratings

Qualtrics users rated it 4.4/5 stars on G2. Customers like the detailed, customizable surveys that they can set up intuitively.

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Medallia

Medallia markets itself as an enterprise experience platform. It's a Voice of Customer solution with feedback collection capabilities, intelligent personalization and automation tools. Its combination of gathered signals gives a comprehensive view of customer sentiment. You get insightful reports about your company's strengths and weaknesses, which helps you find areas for improvement backed by customer feedback.

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Features

• Data from social media, speech analysis, transcripts, ticketing systems and digital behavior
• AI and machine learning technology for predictive analytics and issue prioritization
• Real-time alerts for addressing problems as they arise
• Intuitive survey builder for gathering feedback from both customers and employees
• Integrations with Workday, Twilio, Salesforce, Slack, ServiceNow, Adobe, review sites and more

Pricing

Medallia pricing is based on what they call the Experience Data Record. However, you need to contact their sales team to find out how much this solution would cost.

Customer ratings

Medallia has a 4.5/5-star rating on Capterra. Users like having all customer reviews in one place, with clear analytics and a modern interface.

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Verint

Verint is a VoC program for improving customer loyalty and business performance. You can use it for effective product feedback management – sorting customer experience information and opinions collected from multiple channels into a holistic view of the customer journey. The tool captures data from surveys, calls, chatbot texts and mobile and web interactions.

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Features

• Multi-channel feedback collection
• Survey management
• Data analysis with predictive modeling
• Bots for spotting and resolving customer challenges in real time

Pricing

There's no pricing information on the website – you need to contact the service provider for a quote.

Customer ratings

Verint Voice of the Customer Solutions is rated 4.2/5 stars on G2. Clients like the survey feature, real-time, visual insights and good customer support from the team.

AskNicely

AskNicely is a customer experience software solution businesses can use to measure customer satisfaction levels and uncover service gaps or issues. Its focus is primarily on improving staff interactions rather than products, making it a good choice for service-oriented companies. Employees in contact centers get coaching tips and recognition based on how they interact with customers.

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Features

• Conversational-style surveys available across channels
• Automated feedback responses
• Transformation of positive feedback into reviews
• Workflows with task assignments
• Net Promoter Score and Customer Satisfaction Assessments
• Employees' CX goals, achievements and recognition with team coaching prompts
• Integrations including Qualtrics, Salesforce, HubSpot, Slack and more with Zapier

Pricing

This tool for collecting VoC insights has three tiers (Starter, Standard, and Advanced), but there is no official pricing information.

Customer ratings

AskNicely customers rated it 4.6/5 stars on Capterra. They like using the NPS surveys to identify areas for improvement and appreciate how easy it is to use.

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Best VoC solutions: Selection criteria

Features

The critical features of all VoC tools that effectively help product ideation and refinement should include the following:

• Direct customer feedback collection, preferably across a wide range of channels
• Quick, effective and actionable analysis of the data collected
• Product ideas management and help with product feature prioritization
• Integrations for swift data exchange

Pricing

Firstly, we would like to see a transparent pricing plan. Note that not all software providers have one on their site, making comparisons difficult. While staying within budget is important, consider the value each VoC program gives you for its price. Try out free trials or demos before you commit to a paid plan to ensure you know exactly what you're signing up for.

Customer ratings

We also looked at the customer feedback for each VoC platform. Clients' stories can give you a better idea of whether these tools are as effective and intuitive as advertised.

Best VoC solutions: A quick analysis

Zeda.io

• VoC collection across channels
• Customer feedback dashboards with sorting options
• AI machine learning data analysis
• Impact-focused roadmaps for transparent workflow organization

Best for: AI-powered discovery and strategizing

Pricing: from $499

InMoment

• Mini customer surveys
• Connecting disorganized VoC data
• Employee experience tracking
• AI summaries and text analysis

Best for: AI-powered summaries of scattered customer feedback

Pricing: N/A

Qualtrics

• Real-time data capture
• Surveys
• Customer profiles
• Sentiment analysis and simplified stats

Best for: Easily customizable, interactive customer surveys

Pricing: N/A

Medallia

• Multichannel data collection
• Predictive analytics with AI
• Real-time alerts
• Surveys

Best for: Identifying themes and client sentiments for making proactive improvement

Pricing: N/A

Verint

• Multi-channel feedback
• Surveys
• Data analysis
• Real-time, AI-powered problem-spotting

Best for: Surveys and real-time alerts about customer issues

Pricing: N/A

AskNicely

• Multichannel surveys
• NPS and CSAT scores
• Automated actions – workflows, feedback responses etc.
• Employee assessment based on customer feedback

Best for: Improving your team and services based on customer feedback

Pricing: N/A

Conclusion

"At the end of the day, companies live and die by their customers, and customer insights are critical for the success of a business.”, says Rosie Mangiarotti, Founder and CEO of Perkies, and we couldn't agree more.

By now, you should know how to collect customer feedback. One thing is clear – no matter your industry, you need VoC solutions to capture and analyze customer insights. It's the one certain way to mold your products and services into solutions your clients will appreciate, driving loyalty, satisfaction and revenue.

Although all these tools have comparable ratings and were made for social listening and CX improvement, their functions and assets vary.

Suppose you want a comprehensive VoC solution with AI product discovery functions and a transparent pricing plan that drives customer-led product growth. In that case, Zeda.io is the tool for you.

Sign up for a 15-day free trial to test this technology yourself.