For decades, companies have used surveys as a reliable method to learn about customers’ opinions, satisfaction, or needs. But now this traditional method is no longer enough. Many of the main markets are maturing and companies, to avoid losing differentiation, are focusing their efforts on creating a better Customer Experience that adds value and thus encourages retention and acquisition of new customers.
Brands that want to lead the digital transformation are now looking for ways and technology with which to implement strategies that allow them to listen closely to the Voice of the Customer and enable them to gain a truer and more complete view of customer needs and opinions.
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What is VoC or Voice of the Customer?
Voice of the Customer (VoC) is a strategic approach based on listening to customers. It is a process that consists of collecting customer feedback on the company’s products or services so that, in a second phase, the customer experience, commercial offers, or customer service can be improved, and so that consumer desires and satisfaction can be met in the best possible way.
In other words, it is about encompassing everything customers say about the business and helping to close the gap between expectations and the customer’s actual experience with the company throughout the customer journey.
Today, customer insight is becoming the centerpiece of business strategies, whether marketing, sales, or business, and Voice of the Customer, through AI technologies that make it easy to turn voice into actionable data, should be part of the process to better understand what is happening in conversations with customers.
Why listen to the Voice of the Customer?
- It allows you to design and develop products that address real customer needs.
- Provide the quality service that customers expect.
- Respond to customer needs and concerns.
- Increase sales, while getting real scripts that work for sales teams.
- Achieve greater loyalty and trust and reduce customer churn.
Conversational Intelligence to deeply understand the Voice of the Customer
Conversational Intelligence is bringing great benefits to companies and the possibility of listening to the Voice of the Customer in a constant and automated way.
Complete conversational intelligence solutions, such as Recordia, allow through AI, machine learning, and NLP (Natural Language Processing), to extract actionable information from the opinions, comments, and needs of customers in an automated way from 100% of the interactions.
Specifically, within conversational intelligence solutions, Sentiment Analysis technologies allow companies, through neural networks, to identify the sentiments of customer interventions, and satisfaction levels and classify them into positive, negative, or neutral.
The conversational intelligence that includes Sentiment Analysis allows companies to know not only the explicit opinion of customers but also an analysis of situations in real-time to make quick decisions in order to mitigate unfavorable situations.
Benefits of implementing conversational intelligence to listen to the Voice of the Customer
Create a customer experience according to their preferences
Knowing the preferences, needs, and concerns of customers is essential to creating a quality customer experience. By creating a customer experience based on all the knowledge gleaned from the Voice of the Customer, companies can reduce churn and increase brand loyalty and trust.
Enable quality management
Using conversational intelligence to listen to the Voice of the Customer makes it possible to discover inefficiencies in processes, what customers are missing, and even dissatisfactions in service, even if there is no explicit feedback or survey. In this way, listening to the Voice of the Customer through conversational intelligence solutions ensures the highest quality standards in customer service.
Detect and identify customers most at risk of churn
When a customer is at risk of abandonment, there are warning signs that indicate that the customer is at risk of churn. Knowing and being able to detect these signs quickly with conversational intelligence technology allows you to take early corrective actions and even define new loyalty strategies.
Optimize marketing and sales
Conversational intelligence solutions allow you to extract valuable information to increase sales and detect intentions and motivations. Optimize the sales pitch, monitor the level of satisfaction, in which context they name the competition, and identify which are the objections and what they value most about products and services to obtain information that helps optimize campaigns.
Knowing the Voice of the Customer is essential for companies to achieve quality customer service, increased customer satisfaction, and business growth. Find out how Recordia conversational intelligence solution helps to understand the Voice of the Customer by clicking here.