Best Voice of Customer Analytics Software Shortlist
Here’s the shortlist of the best voice of customer analytics tools that I’ll cover in this article, with detailed summaries below:
- 9. MonkeyLearn — Best voice of customer analytics software with a vast library of pre-built text analysis models
As a former product manager, I cannot stress enough on the importance of understanding customer needs and preferences to create successful products. In my quest to sharpen my empathy sword, I’ve spent countless hours trying to visualize CX (Customer Experience) through many different lenses.
Voice of customer (VoC) analytics software has steadily become a critical tool for businesses to capture and analyze customer feedback across different channels, including social media, emails, surveys, and customer service interactions.
With the increasing volume of customer data generated every day, selecting the right VoC analytics software has become a daunting task for many organizations. Stay tuned to unravel my shortlist of the top 10 best voice of customer analytics software.
If you have general questions about how voice of customer analytics software works, or how to pick the best option for your organization, take a look at my People Also Ask section below. Or, if you’re curious how I prepared this list, jump to How I Selected the Best Voice of Customer Analytics Tools below. Otherwise, let’s get right down to business.
Overviews of the 10 Best Voice of Customer Analytics Tools
Here’s a brief description of each voice of customer analytics software that showcases each vendor’s best use case, their noteworthy features, and some pros and cons. I’ve also included screenshots to give you a snapshot of their user interface.
InMoment
Best for real-time customer feedback and engagement
InMoment aims to revolutionize how businesses understand and improve customer experience through meaningful insights and actionable intelligence. InMoment claims to process around a billion experiences daily - that’s a ton of data. InMoment strives to combine artificial intelligence (AI) and experience intelligence (XI) to serve a rich platter of real-time customer insights.
Why I picked InMoment: InMoment's real-time feedback collection and engagement capabilities are noteworthy. InMoment rides on sophisticated AI algorithms with robust natural language processing (NLP) for automation and real-time data analysis.
With InMoment, you can access more actionable insights thanks to smart text analytics. Furthermore, you can quickly accrue feedback from multiple channels, including surveys, call scripts, and social reviews, and unravel key customer insights like intent, emotion, effort, and key topics.
InMoment Standout Features and Integrations:
Features include survey builders, an active listening bot across channels, self-serve text analysis, search-based data mining, an impact simulator, an anomaly detector, action planning tools, and a report builder.
Integrations include 10+ tools such as Adobe Analytics, Eloqua, Marketo, Microsoft Dynamics, Salesforce, Twilio, Zendesk, and others.
Pros
- Great platform to deliver unique customer experiences
- Advanced analytics and sentiment analysis capabilities
- Easy-to-use interface for feedback collection
Cons
- Limited reporting features compared to other VoC software
- Limited customization options for surveys
Medallia
Best for imparting a personalized customer experience
Medallia's flagship product, the Medallia Experience Cloud, is a grand culmination of machine learning tools and AI tools that work together to reveal powerful customer insights. Medallia has named its beloved employees Medallians, with the company having onboarded over 2,000 leading brands.
Why I Picked Medallia: In the age of ChatGPT and AI dominance, Medallia's AI-powered predictive analytics doesn’t cease to impress. Medallia helps businesses proactively anticipate and address customer needs, thereby enhancing customer satisfaction and loyalty.
For instance, in the travel and hospitality industries, where customer experience is a pivotal factor in customer retention, Medallia helps you implement “listening posts” to gather feedback on guest signals. Additionally, Medallia offers a range of templates and best practices to get off the blocks quickly.
Medallia Standout Features and Integrations:
Features include AI-powered predictive analytics, real-time feedback monitoring, comprehensive customer journey mapping, built-in case management and action planning, and multi-language support.
Integrations include 10+ tools like Adobe Experience Cloud, Salesforce, ServiceNow, Tableau, Zendesk, and others.
Pros
- Automated email notification workflows for open action items
- Multilingual support
- Includes advanced analytics like root cause analysis and trend analysis
Cons
- No option to export raw survey data to CSV or Excel formats
- Limited options for survey design customization
Survicate
Best for collecting feedback from email surveys
Survicate collects customer feedback through customizable surveys and widgets that you can embed on various websites and mobile apps. Survicate takes the sting out of creating survey forms thanks to over 150 editable survey templates.
Why I picked Survicate: I firmly believe in old-school email marketing, and Survicate helps you nail email surveys. With Survicate, you can send surveys via customized links or emails. The customization options are a breath of fresh air with personalized logos and colors in addition to custom CSS.
You can infuse intelligence and logic into your Survicate surveys by leveraging a feature called “Answer Piping,” - which involves using respondents’ replies as placeholders into your survey questions. Lastly, you can optimize Survicate surveys to be responsive for tablet and mobile screens.
Survicate Standout Features and Integrations:
Features include answer piping, multiple distribution channels, customizable surveys and forms, multilingual surveys, an export API, and webhooks.
Integrations include 10+ tools like Drip, FullStory, HubSpot, Marketo, Optimizely, Salesforce, Slack, and others.
Pros
- Very responsive and helpful customer support team
- Custom survey URLs
- Generous free plan
Cons
- Not possible to recover deleted survey answers
- CRM integration isn’t very robust
Brandwatch
Best for drawing meaningful insights from social media platforms
Brandwatch has spent over 17 years developing advanced artificial intelligence for analyzing fast-changing, unstructured data. Brandwatch developed an AI analyst called Iris that automatically provides rich insights at a glance.
Why I picked Brandwatch: I’m amazed how Brandwatch simplifies the scraping process through social media for collecting brand-specific data, including threads, comments, and posts. Brandwatch boasts an amazing dataset of around 1.7 trillion conversations dating back to 2010.
Brandwatch provides powerful analytical tools with an intuitive and flexible UI. With Brandwatch, you have access to 50+ visualizations for enhanced data analysis. Additionally, you can trigger AI-enabled email alerts to notify important stakeholders, while reducing manual touchpoints.
Brandwatch Standout Features and Integrations:
Features include customizable dashboards, a great repository of historical data points, multiple visualizations, AI-powered sentiment analysis, auto segmentation, and image analysis.
Integration details are currently not available.
Pros
- Advanced filtering system to sort through large volumes of data
- Easy and flexible data access with customizable dashboards
- Unravel customer sentiment accurately and quickly
Cons
- Occasional bugs with dataset categorizations
- No multi-lingual support sentiment analysis
Pendo
Best for generating digital product analytics
Pendo endeavors to create “software that makes your software better.” Pendo helps you improve adoption for your digital products by reducing onboarding friction and ticket backlogs.
With Pendo, businesses can track user behavior and engagement, analyze feature usage, and gather feedback to improve their digital products.
Why I picked Pendo: Pendo's strength lies in combining quantitative data with qualitative feedback, giving product teams a complete picture of how users engage with a digital product. This allows teams to quickly identify and address pain points and optimize the user experience.
Pendo helps you visualize user paths to identify areas for improvement in the overall customer journey. Consequently, you gain powerful insights into how users interact with your mobile and web applications.
Pendo Standout Features and Integrations:
Features include in-app product analytics, real-time user behavior and journey tracking, identification of customer churn points, feedback collection, and insight generation into user satisfaction, pain points, and feature requests.
Integrations include 10+ tools like HubSpot, Intercom, Jira, Okta, Segment, Slack, Zendesk, and others.
Pros
- Great customer support and helpful resources
- Robust analytics and insights into user behavior
- Streamlines user onboarding process for a digital product
Cons
- API querying is a little complicated
- Slightly steep learning curve
Feedier
Best for gamifying the survey and feedback processes
Feedier is a customer experience (CX) platform developed in 2016 by a team of tech enthusiasts who were frustrated with traditional feedback collection methods. Feedier shines bright thanks to its gamified and interactive feedback collection system that drives higher response rates and engagement.
Why I picked Feedier: I’m in awe of Feedier’s gamification and interactive approach to feedback collection, which makes the process more engaging and enjoyable for customers. Consequently, you can expect to yield higher response rates and more valuable feedback.
Feedier helps you create and launch customized feedback campaigns in minutes. Using Feedier, you can truly gamify a survey process by defining exciting “reward” pathways that incentivize users to engage in your feedback loops. Furthermore, Feedier also generates valuable personalized reports with critical KPIs (key performance indicators) like the net promoter score (NPS) and satisfaction ratio.
Feedier Standout Features and Integrations:
Features include gamified surveys, customizable templates, automated feedback management, customizable thank you pages, downloadable live reports, real-time report updation, benchmarking reports for comparison, actionable insights, trend analysis, and multi-lingual support.
Integration details are currently not available.
Pros
- Customizable reporting and analytics dashboard
- White labeling of surveys, which replaces Feedier’s logo with a brand-specific one
- Easy-to-use and customizable interface
Cons
- The survey template library could be more extensive
- Occasional lags on the platform
Usersnap
Best for garnering valuable feedback via annotated screenshot captures
Usersnap is a B2B SaaS software creator that aims to help companies embrace the power of feedback. Usersnap features a visual communication tool for helping digital product teams to garner qualitative feedback from users.
Why I picked Usersnap: As a product manager, you’re often kind of in the dark regarding whether the product you’re building solves a customer’s problem. Usersnap breaks right through your anxiety and gives you confidence in your product journey.
Usersnap gathers real-user feedback on your digital product and uncovers areas of improvement for increasing your customer satisfaction. Usersnap offers an intuitive screen capture feature that users can leverage to pinpoint bugs within your digital product. Lastly, with Usersnap’s micro surveys, you can easily track customer experiences.
Usersnap Standout Features and Integrations:
Features include user research, annotated screenshots for feedback, feature prioritization, in-app surveys, visual bug reporting, metadata tracking, and public-facing white boards for gathering feedback from customers.
Integrations include 10+ tools like Asana, Basecamp, GitHub, GitLab, Jira, Slack, Trello, Zapier, Zendesk, and others.
Pros
- Robust metadata tracking and issue tracking capabilities
- Versatile customization options for feedback forms and visual bug reports
- Excellent visual feedback capture and annotation features
Cons
- Occasional bugs with sharing attachments on feedback forms
- Occasional bugs with the annotation feature
Refiner
Best voice of customer analytics software for SaaS products
Refiner helps you fine-tune your digital products based on customer feedback. Refiner’s in-product micro surveys are super easy to use and can help you boost survey response rates. If you’re looking for a survey application exclusively for SaaS products, Refiner is your go-to tool.
Why I picked Refiner: I love the in-app micro surveys that Refiner offers. In-app micro surveys are short and engaging surveys targeting users amidst their app usage. Such in-product surveys are tailored to pop up at pre-defined and specific moments in a user’s journey.
Refiner offers the versatility that a SaaS product craves. Be it for web or mobile apps, Refiner offers great custom surveys and feedback forms that you can easily embed. Additionally, from a product management perspective, Refiner helps you uncover massive opportunities for new product features.
Refiner's Standout Features and Integrations:
Features include embeddable surveys, data collection & analysis tools, email distribution, customizable surveys and feedback forms, powerful reporting and dashboard capabilities, and a library of pre-built templates.
Integrations include 10+ tools like Amplitude, HubSpot, Salesforce, Segment, Slack, Userlist, Zapier, and others.
Pros
- Follow-up survey sequences
- Extensive template library
- Microsurvey widget customization
Cons
- Limited customization options for surveys and forms
- Some bugs with the user segmentation feature
MonkeyLearn
Best voice of customer analytics software with a vast library of pre-built text analysis models
MonkeyLearn harnesses the goodness of machine learning to extract actionable insights from raw text images. For instance, using MonkeyLearn, you can quickly detect sentiment or topics from tweets, articles or reviews.
Why I picked MonkeyLearn: I’m enthralled by MonkeyLearn’s premade learning models. It equips non-technical folks with so much firepower that would have required technical skills back in the day. With MonkeyLearn, you can build and train custom machine-learning models by importing your unique dataset.
MonkeyLearn infuses great granularity into your data analysis with custom visualizations and charts. The tool also features powerful filters for you to sift through and find valuable gems in the form of actionable insights. Lastly, MonkeyLearn enables you to quickly and easily analyze large volumes of survey data without having to read and categorize each response manually.
MonkeyLearn Standout Features and Integrations:
Features include sentiment analysis, topic modeling, keyword extraction, text classification, automated analysis, and custom machine learning training to recognize specific entities.
Integrations include 10+ tools like Freshdesk, Google Sheets, Intercom, Medallia, Zapier, Zendesk, and more.
Pros
- Extensive template library
- Create custom text classifiers
- Intuitive and user-friendly interface
Cons
- The text classifiers may not work well with languages other than English
- Requires a sufficient amount of training data to produce accurate results
Qualtrics XM
Best for advanced data analytics and insights
Qualtrics has a rather bold mission statement, “Build technology that closes experience gaps.” And, Qualtrics lives up to that promise, with amazing data analytics for qualitative and quantitative customer data.
Why I picked Qualtrics XM: I love data analysis, not only because I was a math nerd back in junior high, but also because data helps you quantify the intangibles. With Qualtrics XM, you unlock a whole new arsenal of data analysis methods like correlation, causation and regressions.
Qualtrics XM features an “ultimate listening engine” that helps you listen to every channel and collect valuable feedback. Qualtrics XM also packs powerful call transcribing features to draw out customer insights.
Qualtrics XM Standout Features and Integrations:
Features include advanced analytics and reporting capabilities, AI-powered sentiment analysis, customizable surveys and feedback forms, in-app feedback collection, voice call transcribing, closed-loop feedback management, and text analytics.
Integrations include 10+ tools like Ask Nicely, Echoes, Five 9, Jebbit, Outgrow, Sinch, Twilio, and others.
Pros
- Versatile survey logic features like conditional questions and branching logic
- Great email visualizations
- Offers a flexible layout to build better surveys
Cons
- A slightly steep learning curve
- Occasional bugs in embedding images in surveys
The 10 Best Voice of Customer Analytics Tools Comparison Chart
Here’s a comparison chart that summarizes basic details about each of my top voice of customer analytics tools. You can view pricing details and the availability of free trials or demos side-by-side to help you find the best software for your budget and business needs.
Tool | Free Option | Price | ||
---|---|---|---|---|
1 | InMoment Best for real-time customer feedback and engagement | 30-day free trial | Pricing upon request | Visit Website |
2 | Medallia Best for imparting a personalized customer experience | Free demo available | Pricing upon request | Visit Website |
3 | Survicate Best for collecting feedback from email surveys | Free plan available | From $99/month (up to 250 survey responses) | Visit Website |
4 | Brandwatch Best for drawing meaningful insights from social media platforms | Free trial available | Pricing upon request | Visit Website |
5 | Pendo Best for generating digital product analytics | Free trial + free plan available | From $7,000/year (up to 2,000 users/month) | Visit Website |
6 | Feedier Best for gamifying the survey and feedback processes | 7-day free trial + free demo | Pricing upon request | Visit Website |
7 | Usersnap Best for garnering valuable feedback via annotated screenshot captures | 15-day free trial | From $99/month | Visit Website |
8 | Refiner Best voice of customer analytics software for SaaS products | 14-day free trial | From $99/month (up to 5,000 users/month) | Visit Website |
9 | MonkeyLearn Best voice of customer analytics software with a vast library of pre-built text analysis models | 14-day free trial | From $299/month | Visit Website |
10 | Qualtrics XM Best for advanced data analytics and insights | 7-day free trial + free demo | Pricing upon request | Visit Website |
Other Options
Here are a few more worthwhile options that didn’t make the best voice of customer analytics software list:
- Forsta HX
Best voice of customer analytics software for generating visual infographics
- SurveySparrow
Best voice of customer analytics software for conversational surveys
- SurveyMonkey
Best for flexible survey design and integrated CX analytic
- Voxco
Best for omnichannel survey management
- SentiSum
Best for AI-enabled sentiment analysis and customer feedback categorization
- Lumoa
Best voice of customer analytics software for AI-powered predictive insights
- AskNicely
Best for creating personalized follow-up actions based on NPS
- NICE Satmetrix
Best for end-to-end customer journey mapping
- Engage by ResponseTek
Best for closed-loop action tracking
- CustomerGauge
Best for NPS-based customer experience management and action planning at scale
How I Selected the Best Voice of Customer Analytics Tools
You may be wondering how I selected the best voice of customer analytics tools for this list. To build this top 10 list, I evaluated and compared various voice of customer analytics tools with positive user ratings.
After determining my list of top choices, I further honed my list by using the selection criteria below to see how each platform stacked up against the next. I also drew on my years of product management experience to highlight handy features.
Selection Criteria
Here’s a summary of the criteria I used to develop my list of the best voice of customer analytics tools:
User Interface
A user-friendly interface is essential to the success of any VoC tool. The platforms included in this list offer intuitive interfaces that allow users to easily create and manage feedback surveys, analyze feedback data, and take actionable insights.
Usability
I’ve analyzed each voice of customer analytics tool to figure out whether it features a clean and intuitive UI. Furthermore, I’ve also indicated the degree of complexity for your reference.
Data Visualization
Visualizing feedback data concisely is essential to reaping the benefits of data generation. I’ve researched on how effective the voice of customer analytics tool is in analyzing and visualizing raw data.
Software Integrations
Integrations help you boost productivity and save time. I’ve mentioned the various CRM and project management tool integrations that the voice of customer analytics tools support.
Pricing
Lastly, pricing is a major criterion while selecting a voice of customer analytics tool. I’ve indicated the tools’ pricing details and whether or not they offer a free trial.
People Also Ask
Got any questions about voice of customer analytics tools? Check out these FAQs to grasp a better understanding:
What is the Voice of the Customer?
Why is VoC data important?
What’s the difference between VoC and CSAT feedback?
What is sentiment analysis?
Sharpen Your CX Sword
Incorporating a voice of the customer analytics software can be a game-changer for your product management quest. I hope my shortlist of the best voice of the customer tools helps you make an informed decision.
By dissecting customer feedback, you focus on building the right features and products. As a result, you’ll unlock the secret recipe to increasing customer satisfaction and achieve the holy grail of the product-market fit.
Along similar lines, here are some fantastic articles for you to feast on:
- 17 Insightful Survey Questions for Gaining Useful Product Feedback
- How to Create An Effective Customer Feedback Loop for Product Teams
- The Complete Guide to Collecting Meaningful User Feedback
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