Voice Of the Customer (VOC) tools are applications that gather and analyze solicited and unsolicited customer feedback through social and media mentions, product and service reviews, customer support interactions, and feedback surveys. While it would be awesome if every business had the budget and scope to implement a full-scale Customer Experience (CX) platform, CX platforms are complex to implement, costly, and won’t fit SaaS companies before they hit $100M in Annual Recurring Revenue (ARR). And even then, it’s a strong commitment.Luckily, there are solutions for smaller, growing SaaS companies who still want to be customer-first. There are a myriad of lighter VOC tools, usually focusing on a few feedback channels.This article showcases 10 tools that cover various VOC channels, from online reviews and testimonials to customer support interactions, media mentions, and surveys. The table below shows a snapshot of the VOC feedback channels each tool covers and pricing.
A note on AI-assisted tools
Most VOC tools you come across will have some form of AI-assisted features. While it might be tempting to count this as a feature in and of itself, keep in mind that GPT wrappers and other AI-augmented analysis tools are only as good as the data you feed them. The real differentiator on the AI features lies in the quantity and quality of the data that’s being collected and aggregated.
#1 Reviewflowz
Type of tool: Review & testimonial softwareVOC feedback channel: Reviews
Primary use case
Reviewflowz is review generation, collection, and monitoring software, which makes it the ideal VOC tool if the majority of customer feedback you have access to are reviews and testimonials.
Features
The standout feature that makes Reviewflowz the best testimonial software solution is its platform agnostic. This means you can send your users to any and all relevant review platforms rather than being restricted to just one. It’s also one of the cheapest options available and comes with all the basics to help you generate, collect sort, route, and action reviews. Some of its other features include:
- Building review and NPS feedback collection campaigns
- Designing review balancing rules to fit your business needs and send customers to the platforms that will create the most significant impact
- Aggregate your best reviews across platforms, defining them by keyword, score, and data quality, and showcase them in multilingual, customisable, dynamic widgets on your website.
- Set up review monitoring and notifications so you can access what your customers say about you and your competitors online in real-time across all the trusted review platforms.
Integrations
Using its magic link feature, you can integrate Reviewflowz campaigns with any possible software. For review monitoring, you can search, select, and send notifications for your and your competitor's reviews to Slack, Microsoft Teams, Zapier, or Email for sorting and actioning.
Reporting
Reviewflowz generates lists of past and future reviews with reviewer details (LinkedIn IDs) so you can export them to any data visualization software. Alternatively, you can export past reviews through API requests or as a CSV from the app.The app’s GPT-4 AI-powered assistant, Lenny, can also speed up your search and reporting efforts by pulling testimonials for a specific use case or topic or instantly building reports and charts.
Cost
Reviewflowz offers a 14-day free trial and scaling plans across its Lite and Premium packages.
- Lite plans: $29 - $129/month
- Premium plans: $89 - $449/month
Reviewflowz Reviews & Ratings
- Capterra: 4.9 (24)
- Software Advice: 4.8 (24)
Request a free 45-minute demo for more info 👉
#2 Usersnap
Type of tool: User feedback platformVOC feedback channel: In-product feedback
Primary use cases
Usersnap lets you capture, organize, and respond to user insights and feedback for product testing and development, feature validation, and general website user feedback.
Features
Because Usersnap is an in-product widget, it makes it super easy for your customers to reach out and tell you exactly what they think the moment they think it. Basically, it’s a real-time VOC tool that gathers user insights on your product or service so you can act on them quickly and tailor your offering to suit your market’s needs.Its capabilities include:
- A dedicated feedback button to receive issues & requests
- Functionality to capture video screenshots as well as to draw & pin comments directly on screenshots
- The ability to build single or multi-question surveys (CSAT, NPS, polls, and more) & follow up with qualitative questions
- Opt-in AI features to automate some tasks. For example, to generate replies, gain insight analysis, and detect urgent comments through labeling so you can cluster feedback.
Integrations
Usersnap works with over 5,000 software tools, including Slack, Asana, Jira, Salesforce, and Zendesk. See the complete list of integrations.
Reporting
A centralized dashboard with metadata holds all your customer feedback, which you can filter, sort, gain insights, and action directly from the platform. You can use the AI assistant to generate summaries and detect key issues that need your attention, or you can send or integrate all this data to existing Data Visualization Software tools.
Cost
Usersnap offers a 15-day free trial offer that gives you access to all the Premium package features. It offers annual and monthly plan packages.
- Startup: $49/month
- Company: $129/month
- Premium: $249/month
- Enterprise: on request
Usersnap Reviews & Ratings
- Capterra: 4.8 (47)
- G2: 4.5 (80)
For more information, watch a free Usersnap Demo on Youtube.
#3 Meltwater
Type of tool: Media monitoring platformVOC feedback channel: Social and media mentions
Primary use cases
Meltwater is a comprehensive management tool that lets you track, measure, and manage global media (print & online), social mentions, and influencer campaigns. It also provides quantitative and qualitative insights into your brand, online media mentions, and customer interactions.
Features
As a centralized platform for all your brand’s marketing and PR efforts, it helps you shape the voice of the customer and your brand’s reputation by creating strategic campaigns across various channels with internal and external stakeholders. Some key features include:
- Media database management and Newsroom to distribute business news and press releases to media outlets
- Content management platform to create, store, and distribute marketing content
- Social media management tools to create, publish, and share posts via multiple channels and interact with customers in real-time
- Social listening and audience analysis for deeper customer insights
Integrations
Meltwater integrations are limited. They offer direct integrations to Google Analytics, Slack, Microsoft Teams, Bit.ly, DingTalk, and Generic Webhook. You can also integrate the tool’s data via the Meltwater API into Tableau, Domo, Power BI, and Looker Studio.
Reporting
It provides a dashboard to track all activities across all channels with outreach and impact metrics. The platform also lets you build customizable reports with search and filter capabilities to download visuals and data-rich reports in Excel and PDF formats.
Cost
Meltwater offers a range of packages from the basic essentials to enterprise-level specialized solutions for global brands. Package pricing is provided on request.
Meltwater Reviews & Ratings
- Capterra: 4.0 (91)
- G2: 4.0 (1,906)
Alternatives to Meltwater
Brand24, Mention, and Syften are all similar tools that come in at different prices, from as little as $19 to $99 per month.More info on Meltwater
#4 MonkeyLearn
Type of tool: Text analysis platform VOC feedback channel: Customer interactions (emails, support tickets, chats, as well as reviews, social posts & surveys)
Primary use cases
Monkeylearn aims to sort, categorize, and analyze large amounts of customer feedback quickly and efficiently to improve the customer experience.
Features
With its machine learning technology, which lets you set classifications to detect the topic, sentiment, and intent of customer feedback quickly, you can gain deep insights to track and improve interactions and product offerings.
Integrations
Monkeylearn offers hundreds of integrations with various customer support, surveys, productivity, and communications apps. Some of the key ones include Zendesk, Salesforce, Medallia, Zapier, Google Sheets, Gmail, and Intercom. Check out the full list of integrations.
Reporting
View, filter, and build visual reports via the Monkeylearn analytics dashboard. See how your customer interactions trend and identify key customer requests and issues. You can then connect and export your custom reports to business intelligence tools such as Tableau, Data Studio, Mode, Looker, and more.
Cost
While Monkeylearn doesn’t disclose its pricing on its website, various review sites indicate $299/month. You can test out the sentiment analyzer to get an idea of how it might work in real-life scenarios.
Monkeylearn Reviews & Ratings
- TrustRadius: 9.2/10 (12)
- G2: 4 (10)
Alternatives to Monkeylearn
SAS Text Miner, Discover Text, and MetaText provide a similar solution to Monkeylearn.More info on MonkeyLearn
#5 SentiSum
Type of tool: Text analysis platform VOC feedback channel: Customer interactions (voice, live chat, emails, videos support tickets) and customer feedback (reviews, social posts & surveys)
Primary use cases
Sentisum tags and analyzes customer feedback from support interactions, reviews, surveys, and auto-routes tickets to support teams.
Features
Through its machine learning technology to detect topics, sentiments, and customer feedback trends, SentiSum helps reduce response time on urgent tickets and speeds up complaint resolution.It also automatically turns negative reviews and social comments into support tickets, so the right teams can contact detractors instantly and hopefully turn them into promoters.
Integrations
With thousands of integrations, SentiSum offers businesses more flexibility to directly access VOC communications that come not only from support tickets but also from online reviews and social media. Some key app integrations include customer support apps like Zendesk, Intercom, Dixa, and Salesforce and survey apps like SurveyMonkey, Typeform, and Survicate. Unlike MonkeyLearn, SentiSum also integrates with review platforms like TrustPilot and G2 and social media apps like Instagram, Facebook, and WhatsApp. Check out the complete list of integrations.
Reporting
Like most other tools in this list, SentiSum offers a customizable dashboard. You can filter and select topics for which you want to generate visual reports for insights that you can export as a CSV.
Cost
SentiSum starts at a significant $3000/month with more robust plans for enterprise packages. The price also indicates it is a tool for larger customer support teams rather than smaller businesses.
SentiSum Reviews & Ratings
- G2: 4.8 (14)
Learn more about SentiSum in this 2mn Loom Demo
#6 Delighted
Type of tool: NPS platform VOC feedback channel: Customer feedback (surveys, CSAT and NPS)
Primary use cases
Delighted is a survey creator tool. Sending surveys at each stage of the customer journey lets your business track and identify gaps and trends to minimize customer churn.
Features
Delighted is a two-component tool:
- The Dellighted Surveys section lets you create surveys from scratch or choose from a long list of templates covering product, marketing, customer experience, sales, HR, and UX topics.
- Delighted CX offers a dashboard to view customer feedback and satisfaction metrics and identify promoters, passives, and detractors.
Integrations
There are a few dozen integrations with Delighted, including Zendesk, Hubspot, Shopify, ClientSuccess, Salesforce, Google Sheets, and more. You also have the option to create a custom integration using Delighted’s Rest API.
Reporting
For reporting, you can set up email notification alerts for all Delighted activity. You can filter and select metrics and tags from the CX Dashboard to create visuals and reports of customer feedback and experience trends. However, filters applied in the Dashboard will not be applied to the exported CSV documents.
Cost
Delighted has packages for every customer:
- Free Starter: $0/month
- Surveys Starter: $17/month
- Premium: $224/month
- Premium Plus: $449/month
Delighted Reviews & Ratings
- Capterra: 4.9 (47)
- G2: 4.7 (58)
Alternatives to Delighted
Reviewflowz also offers NPS surveys although they’re mainly geared toward public review collection. An alternative is the much more robust Qualtrics XM tool, which covers all aspects of conducting customer experience and product research and has the price to match.Check out this open Delighted Demo for more info
#7 Tally
Type of tool: Form & survey creator VOC feedback channel: Customer feedback forms and surveys (CSAT, NPS, registrations, lead generation forms)
Primary use case
Tally is a free online form and survey creator for gathering customer feedback, registrations, and requests.
Features
Tally offers unlimited forms and responses on the free account with Tally branding. Pro plans let you customize forms and surveys to your brand. Other noteworthy features include:
- GDPR compliance means it adheres to the world's strictest privacy and security laws, so you don’t have to worry about privacy breaches.
- It's a no-code, intuitive form builder with a wide range of free input blocks. It lets you collect contact info, files, signatures, payments, and more.
Integrations
Tally offers a bunch of integrations, including Notion, Slack, Google Sheets, Coda, Zapier, and Airtable.
Reporting
Tally's reporting features are limited, as it is primarily a tool for collecting feedback. However, you can integrate and sync Tally with your martech tool stack to view and analyze feedback submissions.
Cost
Tally has a free, no-sign-up option with enough features to get you started with impressive survey builder capabilities. You can also upgrade to the $29/month or $290/annual plan with advanced features.Tally Reviews & Ratings
- G2: 4.6 (22)
Alternatives to Tally
Launched in 2020, Tally is a reasonably new online form tool. Although many alternatives exist, including Typeform, Survicate, SurveySparrow, and SurveyMonkey (which has been around the longest), none offer unlimited forms and submissions with their free plans.More on Tally
#8 Empower by Ringover
Type of tool: Cloud communications platform or Voice over Internet Protocol (VOIP) with sentiment analysisVOC feedback channel: Customer support interactions (calls, videos, chat)
Primary use cases
Ringover’s primary use case is its full-scale call center solution for customer support calls, logging, transcripts, and conversation analysis. When it comes to VOC, Ringover’s Empower sales enablement tool is valuable because it gives you access to call transcripts and sentiment analysis.
Features
Through conversational intelligence, Empower by Ringover can identify keywords and topics discussed to understand customer issues and concerns. The tool can provide call transcripts and summaries in French, English, and Spanish.
Integrations
Ringover provides numerous integrations across various CRM, support, communication, and productivity tools, including Zoho, Hubspot, and Salesforce.
Reporting
Empower by Ringover only provides account administrators with call insights and statistics, including sentiment analyses of customer calls.
Cost
$69/month
Empower by Ringover Reviews & Ratings
- G2: 4.5 (84)
- Capterra: 4.6 (392)
Alternatives to Empower by Ringover
A couple of alternatives you could consider without conversational intelligence include RingCentral’s RingEx, which provides AI call transcripts and costs $20/month, or QuickTalk, which offers call recording as part of its call software package for $19/month.More on Empower by Ringover Demo
#9 ARchitect ARInsights
Type of tool: Analyst relations & influencer platformVOC feedback channel: Analyst research, media and social mentions & reviews
Primary use cases
The ARInsights platform and its flagship solution, ARchitect, help companies manage their analyst and influencer relations programs.
Features
Amongst the broad range of features offered through ARchitect, the ones that can help you monitor your brand’s VOC include:
- Daily analyst research feeds from 35+ leading firms such as Gartner, IDC, and Forrester
- Tracking mentions of hundreds of blogs from leading industry analysts and influencers
- Keeping tabs on over 2 million news and social media outlets, capturing quotes and mentions
- Logging tweets and LinkedIn post mentions, reposts, articles, and newsletters referencing your brand
- Pulling customer review data from leading review platforms G2 and PeerSpot.
Reporting
However, ARInsights's superior capabilities are best demonstrated in powerful analytics and reporting. Its interactive reports and charts are powered by Power BI, Microsoft’s market-leading business intelligence platform.The platform’s ServicePlus team can also assist with custom reporting and data visualization. And, with Premium Content data, you can see how your mentions measure up against your competitors.
Cost
Architect ARInsights offers a 14-day free trial period. Quotes on pricing are provided via a demo request.
Architect ARInsights Reviews & Ratings
- TrustRadius: 9/10 (16)
- G2: 4.8 (10)
Alternatives to ARInsights
While no alternatives on the market offer identical features to ARchitect in terms of their focus on analyst relations, CisionOne and Critical Mention are two PR and media monitoring platforms that track media and social mentions, which can help you gauge your VOC insights.More on ARchitect by ARInsights
#10 InMoment
Type of tool: CX platformVOC channels: Customer interactions and feedback (support tickets, calls, email, and chat as well as surveys, media mentions, and reviews)
Primary use case
Integrated CX platforms like InMoment are the most comprehensive VOC tools because they offer a comprehensive solution for gathering and analysing all imaginable types of customer interaction and feedback.
Features
If you want a combination of all the tools in this post, InMoment would be it. Its list of features is long, but here are some of the indispensable ones that will deliver the most in-depth understanding of your customer experience to drive improvements and enhancements:
- XI Spotlight, an AI-based and natural language processing application that can decipher short-form and long-form feedback
- 360-collection of customer experience data to gain a complete understanding of where you are doing well and which areas can be improved
- Digital listening and low-friction micro-surveys in-app, mobile, SMS, or email
- Capability to request and respond to online reviews and embed online review sites and stories into your data to gain a complete picture of your customer's voice
- Track and get insights on how you compare with your competitors.
Integrations
Alongside the standard app integrations like Salesforce, Workday, Intercom, Zendesk, and Zapier, InMoment also offers custom integrations on request.
Reporting
On the reporting front, InMoment is just as impressive. It offers out-of-the-box reports, full self-service report and dashboard creation, advanced sharing, and publishing.
Cost
InMoment offers three pricing plans with a quote provided on request.
InMoment Reviews & Ratings
- Gartner: 4.8 (68)
- G2: 4.7 (318)
Alternatives to InMoment
Gartner Peer Insights recommends some alternatives to InMoment, including Qualtrics XM Platform, Medallia Experience Cloud, and PG Forsta HX Platform.
