Voice of Customer (VOC)
Voice of Customer (VOC) data is captured in a myriad of forms. Whether from call centers, e-mails, surveys or other feeds they are all key elements in driving an organization’s business and ultimately its decisions. Traditional labor intensive approaches to Voice of Customer (VOC) data review are costly, inconsistent and slow. Historically, much of these data have been subject to only cursory review or no review at all.
With Aubice, Voice of Customer (VOC) feedback can now be a rich input for exploration and discovery, giving organizations the power to improve customer intelligence and leverage insights into customer needs. The result enables companies to take action quickly and capture market opportunities before competitors.
Create a best-in-class customer experience.
Our unstructured text mining and data exploration solutions transform customer feedback into compelling insights.
Get beyond the ‘squeaky wheel’.
Surveys, reports and focus groups can be relatively easy to monitor. But your company receives significantly more comments in unstructured form across a multitude of customer touchpoints— feedback that can provide real-time insights into customer needs, sales opportunities and potential issues. Unfortunately, few companies harness these insights. Labor-intensive processes, disparate data sources and the sheer volume of information make it difficult to make the necessary connections.
Consolidate data so you can even hear the whispers.
Aubice ESD™ allows you to conduct an in-depth analysis across multiple data sources, making it easy to explore, search and discover both structured and unstructured data, including email inquiries, focus group verbatim and call center systems. Color-coded histograms ensure that even slight deviations are easy to spot.
Ask the right questions – get the right answers.
Customers sometimes don’t know or have trouble communicating their exact needs. So it’s not surprising that researchers and analysts have difficulty knowing what to look for. That’s why our Voice of Customer (VOC) application provides you with an accurate reflection of all available input. Proprietary data connection algorithms find relationships between keywords that make it easy to identify trends and irregularities.
Flag problems earlier – and resolve them sooner.
Your new products are key to revenue growth, but no amount of testing and trials can guarantee a product or service is 100% issue free. With our data correlations, however, you can identify issues in their infancy, giving you the ability to take proactive remedies, reduce call-center volumes, avoid recalls, avert lawsuits and protect your hard-won reputation.
Capitalize on the pleasant surprise.
The same data correlations that enable early detection can also unearth unexpected benefits.
- Minor features that play a major role in product selection and satisfaction
- Alternative product uses that expand its market
- Positive attributes and/or associations that increase product appeal
By identifying these factors early, you can move quickly to increase customer satisfaction and sales.
