10 Best Voice of Customer Analytics Software of 2023

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.

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.

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. 

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.

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. 

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.

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.

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. 

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. 

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.