Voice of the customer (VoC) analytics software is a powerful tool that can benefit any business department, from product development to marketing and sales. In this blog post, we’ll explore just some of the departments that can mainly benefit from using a VoC tool.
7 Departments That Can Benefit From A Voice of the Customer Software
Marketing
To be successful, marketing teams need to have a good understanding of what their target audience wants and needs. They also need to be aware of any changes in customer preferences so that they can adjust their marketing strategy accordingly.
First, a high-quality VoC tool can provide marketers with insights, via real, honest ratings and reviews, into what customers are saying about the company and its products. Whether sourced from social media, blogs, chat logs, forums, and much more, this information can be used to improve the brand’s marketing strategy and ensure that it is aligned with market demands. The right sentiment analytics tool can not only collect and analyze VoC data but translate it into visually-appealing graphs that even non-tech-savvy users can understand. And with such simplified insights, your marketing team can quickly use it to create targeted campaigns resulting in higher conversions and leads.
Sales
Within the sales teams, a quality VoC tool can empower Account Executives to Sales Managers. For instance, by deeply understanding what customers like and dislike through sentiment analysis, sales members can better pitch to their target audience about the company’s service or product. Understanding customers’ pain points can prove valuable when helping shoppers make purchasing decisions, whether online or on retail floors.
Product
Using a VoC analytics tool, the product team can track how customers feel about the product over time and identify any areas where there may be problems. This information can then be used to make changes to the product to improve it. Additionally, the tool can also be used to track customer satisfaction levels and to assess how well the product is meeting customer needs. In an example, you may want to improve your mobile app reviews analysis. Therefore, having a VoC tool with top-notch natural language processing capabilities enables you to pull all the relevant data to precisely fixate on the right bugs, features, etc.
Same for competitors – the product team can track competitor activity and see how their product is performing in comparison. This information can be used to make strategic decisions about future products and ensure that the organization remains competitive.
Customer Experience (CX)
The main benefit of using a VoC analytics tool for the CX team is that it provides a centralized place for all customer feedback. This is important because it allows the team to quickly identify any negative sentiment or issues that need to be addressed. Additionally, it can help the team keep track of customer preferences and generate leads.
Another benefit of using a VoC analytics tool is that it helps to automate some of the tasks associated with customer feedback management. For example, many tools will automatically generate reports based on customer feedback data. This can save the CX team a lot of time and allows them to focus on other tasks.
Customer Service
While a CX team focuses on all interactions in the customer journey, the Customer Service team focuses on a single part of it. Thus more specific issues related to the product or the individual customer. For example, companies with call centers commonly benefit from something as powerful as a text analytics tool. It would scour the web, including call logs or transcripts, and provide valuable feedback for the customer care agent to help the other person on the line.
Additionally, a VoC analytics tool can help the customer service team resolve issues more quickly. By understanding the sentiment behind customer inquiries, the team can route inquiries to the appropriate department or individual. This can help reduce wait times and improve customer satisfaction.
Design
A product’s aesthetics and overall design are crucial to customer satisfaction. Members of the Design team will be able to optimize their products’ performance based on real customer feedback, such as discovering that a certain espresso machine is rated highly because consumers mostly raved about its compact design. Of course, via the VoC, designers can pinpoint needed areas of improvement or flaws in a product’s design.
By accessing real insights within minutes, you’ll know instantly whether an ergonomic chair, for instance, really translates to higher eCommerce revenue or whether the slim design of one shampoo bottle can impact ratings and sales. And with rapid technological breakthroughs and advancements, there are predictive VoC tools to test whether modifying one design aspect or more will get you the desired ROI.
Research & Development
It shouldn’t be a surprise that a powerful VoC tool can empower the entire Research and Development crew. By gathering customer feedback, the tool can provide valuable insight into customer needs, preferences, and behaviors. This information can be used to guide product design and development decisions, ensuring that the research and development team is creating products that meet customer expectations.
Additionally, the tool can help the research and development team identify emerging trends and uncover new opportunities for product innovation. Finally, the voice of the customer analytics tool can help the team track customer feedback over time, allowing them to measure the effectiveness and impact of their research and development efforts.
Why is Wonderflow the best Voice of the Customer Software on the market for improving decision-making?
Wonderflow is the best VoC analytics tool on the market for truly listening to the voice of the customers because it provides a single source of truth for customer feedback. When it comes to customer feedback, having a single source of truth is essential for understanding what customers are saying. Wonderflow provides this by unifying customer feedback into one place. This makes it easy for any department to access and share. Additionally, Wonderflow is easy to use. It only takes a few minutes to set up and get started. And finally, Wonderflow helps create custom reports based on customer feedback. This is valuable for improving the overall customer experience.
