Voice of Customer Feedback VOC

Voice of customer

How we can help?

Voice of the customer (VoC) is the process of recording what customers are saying about your company, product, or service. Voice of the customer (VoC) refers to customer feedback about their experience and expectations with your product or service. It is concerned with their needs, expectations, insights, and service enhancement. Our Voice of the Customer solution assists businesses in better understanding and meeting the needs and expectations of their customers while also improving their products and services. Our Voice of the Customer programme reveals customer preferences, issues, and complaints. These VoC programmes recognise and respond to the customer's voice in order to improve customer satisfaction and loyalty. Companies are embracing the voice of their customers in order to use data to improve the way customers experience everything.

Companies struggle to obtain feedback because:

  • An inability to capture customer experience CX and perception across multiple touchpoints.
  • No incentives offered to show appreciation of time and too much effort is placed on the customer to provide feedback.
  • Limited channels through which feedback is provided and no means of authenticating feedback.
  • Lack of meaningful analysis of the data captured throughout the process.

That’s why our methodology includes:

  • Ability to hear what your customers care about across multiple platforms.
  • Technology to support constant customer feedback with a provision to reward them.
  • Capabilities to capture inputs in real-time from anywhere to allow rapid reaction and resolution.
  • Immediate escalation ability to help reduce customer churn rates.
  • Authenticated responses to form action plans across different hierarchies within your business.
  • Analysis of customer feedback combined with store data to identify areas to improve.

Customer Experience (CX) Management Services

Our CX Offerings

Program consultation and design

  1. Establish objectives, scope and priorities
  2. Recommend optimised solutions
  3. Engage and co-create with stakeholders
  4. Establish key touchpoints and channels
  5. Design survey to optimise insights
  6. Align incentive strategy to drive responses

Data capture and action tracking

  1. Track and monitor ongoing responses
  2. Create alerts for immediate action
  3. Allocate ‘contact me’ tracking and monitor
  4. Escalate outstanding actions as required

Program creation and delivery

  1. Obtain client sign-off and setup program
  2. Work with client on marcoms strategy
  3. Set up our proprietary KODOhub mobile application
  4. Set up online feedback capture solutions, including URL’s, pop-ups, chatbots and QR codes where appropriate
  5. Integrate social media where required
  6. Establish online strategy to drive response

Reporting and analytics

  1. Generate all site reports and dispatch
  2. Populate GDX interactive Bi reporting tool
  3. Undertake analysis of data collected
  4. Generate QBR (quarterly) reporting
  5. Present insights to stakeholders
  6. Apply learnings to enhance future waves

Customer Experience (CX) Management Services

What makes us different?

  • As one of the most established customer experience CX companies specialising in voice of customer (VoC) management, we have been market leaders in CX Management for 26+ years with a global coverage in 100+ markets.
  • Our proprietary custom-built inhouse system and platform methods ensure a unique solution for each of our clients.
  • We are part of Sonata Software – India’s fastest growing IT Services business, with 5000 passionate technology professionals worldwide
  • We have strategic ongoing partnership with our clients and ISO9001 certification for quality assurance.
  • We have full omni-channel capabilities that provide bespoke end-to-end customer journey insights and analytics that drive meaningful change.

Frequently Asked Questions

What is Customer Experience?

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

RELATED SERVICES

  • Mystery Shopping measures customer experiences CX from an aspirational brand persective, ensuring your customers are receiving the differentiated service proposition defined by your business.
  • Employee Engagement listens to your frontline teams, and helps assess their alignment and support for your business, how well managed and supported they feel, and whether they have the approporate knowledge and tools to complete their tasks.
  • Competitor Assessments enable you to understand how changing customer perceptions are being driven by the activities of your competitors – assessed against brand agnostic criteria to give you a genuine like-for–like assessment and detailed analysis.

Sonata CX is a global technology company specialising in customer experience CX measurement, platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. It has presence across USA, Canada, EMEA and APAC regions. If you would like to know more on how we can help you, please fill out the form.