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Listening to the voice of the customer

As part of a customer-centric marketing strategy, Voice of the Customer (VOC) listening involves collecting customer feedback (needs, expectations, and perceptions) on the company’s products or services, analysing customer satisfaction levels, using their comments to identify areas for improvement, and then prioritising action plans to deliver an offering and service quality that best meet customer expectations.

Because to satisfy and retain customers, you must first understand them!

Via the Eloquant Cloud Customer Experience platform:

  • You gather feedback from your customers at key moments in their journey and via the most suitable channel,
  • You analyse their verbatim and emotions,
  • You measure customer satisfaction,
  • You detect weak signals and priority areas in the customer journey,
  • You implement action plans to improve your offerings and service quality.
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Issues

Customer knowledge to improve offers and innovate
Real-time listening to the Voice of the Customer allows the collection of valuable insights into their perception of the products and services delivered. The company identifies strengths and areas for improvement, deepens its customer personas, and responds more precisely to customer needs and expectations. This continuous improvement process is crucial to staying competitive and aligned with the market.

 

Pain point detection
Proactive listening to customers helps detect in real-time sources of dissatisfaction, recurring or one-off complaints, and emerging disputes, allowing for proactive intervention. A quick and appropriate response provides solutions, defuses potential negative publicity, and can even turn dissatisfied customers into ambassadors.
Improving Customer Satisfaction
Identifying and addressing sources of dissatisfaction, taking customer feedback and reviews into account to improve products, but most importantly, ensuring the customer feels heard, valued, and appreciated, helps build trust and increase their satisfaction and engagement with the brand.
Reputation and corporate image
Soliciting the Voice of the Customer allows for channeling their feedback, especially if it’s negative. The company can then address any signs of dissatisfaction in real-time and turn an unhappy customer into one who is positively surprised by the response provided. The publication of customer reviews is better managed, and the company’s online reputation becomes more attractive.
Reducing attrition

A dissatisfied customer can be addressed if their dissatisfaction is detected in their feedback, which would not be possible if they couldn’t express their reasons for dissatisfaction. Listening to the Voice of the Customer allows the company to recover customers by providing a response.

Compliance and Social Responsibility

Take into account the ethical and societal concerns expressed by customers, while ensuring that the company’s practices are aligned with its customers’ values and current regulations.

Solutions

Satisfaction surveys

Semantic AI

Publication of reviews

Bravo Module

They use Eloquant

We support 320 customers and our solutions are deployed in 123 countries. Discover some of our achievements…

All our case studies
ARaymond
When a global industrial company measures... customer AND employee satisfaction
  • Industry, Construction and Public Works
BDR Thermea
How BDR Thermea optimizes call management for optimum service quality!
  • Business Services, IT, Software publishing
Ivalua
When a Franco-American unicorn, a leading international Purchasing software publisher... optimizes its technical support management
  • Energy, Water, Environment, Industry, Construction and Public Works
Primagaz
How Primagaz optimizes call handling and customer service quality
  • Retail, E-Commerce, Large-scale distribution
King Jouet
How King Jouet, leader in the specialized distribution of Games and Toys, optimizes the quality of its customer experience
  • Banking and Finance
iQera
Discover how iQera is transforming the debt collection business through the experience it delivers at a key moment in the customer journey!
Eloquant, your cloud Customer Experience platform

A unified and centralised platform to manage, orchestrate, measure and analyse conversations with your customers. Listen to the voice of your customers and take real-time action on satisfaction or dissatisfaction levers to improve your customers’ experience.

Omnichannel Contact Centre

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Voice of the Customer / Satisfaction surveys

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Case studies

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