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Voice of Customer Tools: The 5 Best Solutions for Capturing Customer Insights

Understanding what your audience thinks and feels about your products or services isn’t just an advantage—it’s a necessity. Voice of Customer (VoC) tools have emerged as the linchpin in bridging the gap between businesses and their customers, offering unparalleled insights directly from the source. But with a plethora of options on the market, how do you choose the right one? In this blog, we dive into the world of VoC tools.

Voice of the customer tools
Voice of the customer tools

Table of Contents

What is voice of customer?

Ever wonder what your customers are really thinking? That’s where Voice of Customer (VoC) comes into play, and trust us, it’s something you want to get familiar with. VoC is all about collecting and analyzing your customers’ feedback from every touchpoint. Whether they’re raving about your service on social media or suggesting improvements in a survey, it’s gold for your business strategy.

Why should you care? Simple. Understanding your customers’ needs, wants, and pain points is like having a roadmap to success. It takes the guesswork out of decision-making and lets you create products, services, and experiences they’ll love. Plus, it’s a powerful way to build stronger relationships with your audience. When customers see their feedback shaping your brand, they feel heard and valued.

But VoC isn’t just about gathering feedback; it’s about really listening and acting on it. It’s turning those insights into action that can transform your business. Think of it as having a conversation with your customers where they tell you exactly what they need for a five-star experience.

Voice of customer analysis

Once you’ve collected all that valuable customer feedback, the next step is turning it into actionable insights through Voice of Customer (VoC) analysis. This isn’t just about skimming through responses; it’s about diving deep to understand the why behind the what. It’s where the magic happens, transforming raw data into strategic gold.

VoC analysis involves identifying trends, sentiments, and patterns in the feedback. It’s like being a detective, looking for clues to solve the mystery of customer satisfaction. You’ll use tools and techniques to sift through the data, picking out what matters most to your customers and where there’s room for improvement.

But here’s the kicker: analysis alone isn’t enough. The true power of VoC analysis lies in its ability to inform decisions. It’s about taking those insights and using them to refine your products, tweak your services, or even overhaul your customer experience. This is where your business starts to evolve, guided by the voices of those who matter most – your customers.

In a nutshell, VoC analysis is the crucial step that turns listening into learning and feedback into forward momentum. By mastering this art, you’re not just responding to your customers’ needs; you’re anticipating them, setting your brand apart in a crowded market. So, dive into the data, unlock the insights, and let them lead the way to a brighter, more customer-centric future for your business.

Voice of customer tools

Voice of Customer (VoC) tools are essential for understanding what your customers really think and want. They help you collect feedback from different places like surveys, social media, and customer support chats. The best part? These tools can sort through all that feedback for you, finding the important bits that can help improve your business.

With the right VoC tools, you can see patterns in what customers are saying, figure out what needs fixing, and even spot new opportunities. They make it easier to keep up with what your customers expect from you, helping you make smarter decisions faster.

In short, VoC tools are like having a direct line to your customer’s thoughts, making it simpler to give them what they want and keep them happy.

Here are the top 5 Voice of Customer tools that can help you do just that.

Eclipse AI

Eclipse AI consolidates and analyzes the omnichannel voice of customer data across different channels. Providing visibility, insights, and actionable intelligence to drive revenue and growth.

The platform excels in aggregating feedback from diverse sources, including surveys, online reviews, audio and video call recordings, and tickets. Eclipse AI can sift through this feedback efficiently, categorizing and extracting topics, categories, sentiments, and detailed customer opinions.

Eclipse AI is also renowned for its real-time analytics. Users can dive into intuitive dashboards and reports that spotlight crucial metrics, sentiment trajectories, and patterns in customer feedback. These visual tools make it straightforward for teams to decode complex data, ensuring insights are easily accessible and actionable.

Eclipse AI Features

  • Unify customer interactions from different channels with a few clicks

  • AI-Generated realtime insights

  • Sentiment and topic analysis

  • Real-time analytics dashboard and visualization

  • Customizable dashboards and alert systems for proactive issue resolution

Eclipse AI G2 Score: 4.7 out of 5


Medallia stands out for its comprehensive, real-time customer feedback collection and analysis capabilities. It enables businesses to capture customer feedback across multiple channels, including online, in-store, and mobile interactions, allowing for immediate insights and actions.

Qualtrics CustomerXM

Qualtrics CustomerXM is a powerful tool that offers sophisticated survey capabilities along with predictive intelligence features. It helps organizations understand customer sentiments, preferences, and trends, enabling them to tailor their products, services, and experiences more effectively.

Verint Experience Management

Verint focuses on leveraging AI and analytics to transform customer feedback into actionable insights. Its platform offers deep analysis of voice, digital, and text interactions, providing a holistic view of the customer experience across various touchpoints.

Confirmit Horizons

Confirmit Horizons is designed for organizations looking to engage in complex research and feedback programs. It offers robust survey design, panel management, data collection, and analysis features, making it suitable for detailed customer experience studies.


In the digital age, where customer preferences and market trends shift at lightning speed, the importance of Voice of Customer (VoC) tools cannot be overstated. These tools serve as the bridge between businesses and their customers, offering insights that are not just valuable but essential for staying competitive and relevant. By understanding customer feedback in depth, companies can make informed decisions that enhance product development, customer service, and overall user experience.

VoC tools like Eclipse AI empower businesses to move beyond mere transactions to create meaningful relationships with their customers. They enable companies to anticipate needs, tailor experiences, and address concerns proactively, leading to increased satisfaction and loyalty. The insights garnered from VoC tools drive innovation, helping businesses to stay ahead of the curve and meet their customers where they are, with what they need.

Curious about discovering the perfect VoC tool for your needs?

Check out how Eclipse AI’s VoC platform can streamline setting up your VoC program, tailored to any data type or use case you might have.

Alternatively, why not request a demo to see how Eclipse AI can assist you in creating a robust VoC strategy from the get-go?

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