In 2024, listening to the Voice of the Customer (VoC) is no longer optional—it's a critical factor that can make or break a business. With 85% of customers willing to leave a brand after just one bad experience, understanding their needs is more crucial than ever.

This is where VoC tools come into play. These tools help companies gather feedback from multiple sources, like emails, surveys, and social media, allowing them to gain deep insights into customer needs and preferences. 

By utilizing VoC tools, businesses can refine their products, address customer pain points, and significantly reduce customer churn.

In this article, we'll explore the top VoC tools available in 2024 and explain why Syncly (YC W23) stands out as a leading solution. Let’s dive into what VoC tools are, their benefits, and the best options to consider.

What are Voice of the Customer tools?

VoC tools gather feedback from various sources like emails, chats, surveys, and reviews, giving businesses a clear view of what their customers think and feel.

For instance, a Voice of the Customer (VoC) tool can automatically collect feedback from a support chat on your website or reviews left on Google or Facebook.

Leading VoC companies like Syncly, Medallia, and Zonka Feedback provide innovative tools to help businesses capture and analyze customer insights effectively.

Benefits of Using VoC Tools

• Improved Customer Satisfaction: 

By understanding what customers like or dislike, businesses can tailor their services and products to better meet customer needs. This insight allows support teams to address specific issues and deliver a better overall experience.

• Reduced Customer Churn:  

Voice of the customer software helps businesses identify pain points quickly, enabling them to address issues before customers decide to leave. Addressing these pain points can significantly improve the customer experience, ensuring customers stay loyal.

• Informed Decision-Making: 

With access to real-time feedback, companies can make better product and service improvements. This data-driven approach ensures that the changes made align with customer expectations and needs.

• Efficiency in Feedback Management: 

These tools automate the process of collecting and categorizing feedback, saving time and reducing manual effort. This efficiency allows companies to focus more on implementing improvements rather than spending time gathering data.

• Enhanced Support Team Performance: 

VoC tools provide specific insights into the performance of support representatives, helping managers to measure and improve team effectiveness. Caleb King, an Inbound Consultant, emphasizes this by saying, “Customer feedback is a very important tool for managers to get anecdotal feedback directly from the customer as one of the many pieces for measuring team members’ performance.”

• Continuous Skill Development: 

Direct feedback allows support representatives to see how their interactions are perceived by customers. This feedback is invaluable for training and helps teams build their skills over time, resulting in better customer experiences.

Teams that use a voice of customer platform (VoC tools) to gather feedback, analyze customer sentiments, and apply insights to improve their services are better positioned to meet customer needs, create delightful experiences, and drive long-term success.

With these benefits in mind, let's explore some of the best VoC tools in 2024 that can help your business excel in customer satisfaction.

Top Voice of the Customer Tools in 2024

In 2024, various VoC tools offer unique features to help businesses understand their customers better. 

Below is a list of some of the top tools, with a focus on their strengths, areas they could improve, and how Syncly compares.

1. Syncly

• Overview:

Syncly is an AI-powered VoC platform that centralizes customer feedback, offering deep insights and analytics. It excels as a VoC software, making it a perfect fit for organizations looking to enhance their customer insights.

• Key Differentiators of Syncly:

  • All Customer Feedback in One Place: Integrates with major CX tools like Gorgias, Zendesk, and Intercom, aggregating feedback from multiple platforms.

  • New AI Search for Data Accessibility: Provides instant answers to critical business questions using customer feedback.

  • Negative Sentiment Alert: Proactively detects negative sentiment, allowing businesses to address issues before they escalate.

  • VoC Report Auto-completion: Automates 80% of the reporting process, enabling teams to focus on improving customer experiences.

• Syncly's Advantage:

Its robust features and ease of use make it a comprehensive choice for businesses looking to centralize and analyze customer feedback effortlessly.

As a leading voice of customer platform, Syncly offers intuitive features that streamline feedback collection and analysis, helping businesses understand their customers better.

2. Medallia

• Overview:

Medallia is a comprehensive VoC platform that gathers customer feedback through various channels, including surveys and social media, known for its advanced analytics.

• Strengths:

  • Omni-Channel Data Collection: Gathers feedback from multiple customer touchpoints.

  • Advanced Analytics: Provides deep insights into customer behavior and satisfaction.

  • Detailed Reporting: Offers thorough reports on feedback trends over time.

  
  

3. Qualtrics CustomerXM

• Overview:

Qualtrics CustomerXM measures customer satisfaction with extensive survey capabilities and detailed sentiment analysis, ideal for data-driven businesses.

• Strengths:

  • Survey Flexibility: Customizes surveys to gather precise feedback.

  • Sentiment Analysis: Uses NLP to analyze emotions in customer feedback.

  • Detailed Reporting: Provides analytics dashboards to track satisfaction scores.

4. Zonka Feedback

• Overview:

Zonka Feedback is a user-friendly platform that excels in gathering feedback quickly through surveys and real-time forms across customer interactions.

• Strengths:

Multi-Channel Feedback Collection: Collects feedback from email, SMS, and websites.

Real-Time Insights: Sends feedback notifications for prompt responses.

Customizable Surveys: Enables tailored surveys for different customer segments.

5. Birdeye

• Overview:

Birdeye is a reputation management platform that helps businesses collect reviews and manage online presence, focusing on public perception.

• Strengths:

  • Reputation Management: Centralizes reviews from various platforms.

  • Customer Interaction Management: Simplifies communication with customers.

  • Review Generation: Encourages positive reviews from satisfied customers.

6. AskNicely

• Overview:

AskNicely specializes in straightforward customer feedback through surveys, popular for companies needing quick survey solutions.

• Strengths:

  • Net Promoter Score (NPS) Tracking: Measures customer loyalty effectively.

  • Automated Survey Distribution: Simplifies regular feedback collection.

  • User-Friendly Interface: Easy for businesses to start collecting feedback.

How to Choose the Right VoC Tools for Your Business?

Picking the right Voice of the Customer (VoC) tool is essential for gathering and using customer feedback effectively. 

Here are some simple tips to help you decide:

1. Integrate Easily: 

Make sure the VoC tool works smoothly with your current tools like CRM systems, chat platforms, and support software. This way, feedback is centralized automatically without extra work.

2. Easy to Use: 

Choose a tool that your team can quickly understand and use. A simple platform means your team can focus on analyzing feedback, not learning the software.

3. Smart Analytics:

Look for features like sentiment analysis and data visuals. AI-driven analytics can save time and help you spot trends you might miss otherwise.

4. Scalable & Flexible: 

Pick a tool that can adapt as your business grows. It should let you customize surveys and reports to meet new needs as your customer base expands.

5. Think About Cost & Value: 

Consider the price and what you’ll get in return. A tool might cost more upfront but can pay off with better customer satisfaction and retention over time.

Syncly meets these needs, but the best choice will depend on what works for your business.

Conclusion

In today's competitive market, understanding the Voice of the Customer is key to building better products and improving customer satisfaction. By leveraging the voice of the customer solutions, businesses can gather and analyze valuable feedback, enabling them to meet customer needs effectively.

Among the top Voice of the Customer tools in 2024, Syncly stands out as the best choice due to its advanced features, user-friendly interface, and seamless integrations. 

By choosing Syncly, businesses can stay ahead of the curve, ensuring they understand their customers' needs better than ever before.

Try Syncly’s free trial or book a demo today to see how it can transform your customer feedback process.