Voice of the Customer

Distill insights
from customer
conversations

Your customers are voicing their opinions on social networks, in blogs and forums, and in email and chat sessions with customer service. But, do you hear them clearly? Making sense of it all can transform your business. The right voice of the customer (VOC) solution can help you understand customers better and build deeper relationships.

35% of self-service requests through iPhone/Android.

In your customers' own words

Terminology and Benefits Overview

The voice of the customer has evolved. It has grown in scale and complexity with the World Wide Web, and it consists of unstructured commentary customers share wherever and whenever they want. Direct feedback from surveys and forms is as convenient as it has always been, but today it provides only a fraction of the true story. The business implication is clear – how you listen to voice of the customer needs to evolve too.

KANA's Voice of the Customer solution provides multi-channel listening for your direct and social media communication channels to identify sentiment, topics, and emerging trends related to your business, products and services. KANA's VOC can process massive volumes of feedback and commentary using advanced text analytics to understand the sentiment and topics of a conversation and spot problems early. With KANA VOC you don't need to scour the Web or weed through volumes of keyword matched mentions. You gain a true understanding of customer conversations from your customers' own words.

Big names in business are using KANA technology to understand what their customers care about, help service reps resolve issues and engage with customers online, and to help managers make informed decisions and take more strategic initiatives.

Engage with customers. Adapt your strategy

Related Demos

Phrase-based message categorization

Reliably identify topics and sentiment from individual comments in social media and customer feedback using phrase-based analysis. See how.

Interactive message drilldown

Analyze and dive into the comments being made about your products and services, from high level analysis to detailed view. See how.

KANA's Voice of the Customer technology cuts through the static and identifies meaningful input in real time, routing insights and issues to agents, managers and systems, and queuing and escalating problems for appropriate action and timely response.

You can engage directly with individual customers, providing response in the channels your customers are using and also respond to the bigger picture: What are the features your customers most admire or wish your product had? What's already old news? Reporting widgets give you the numbers on the positive, the negative and the neutral.

Customers don't always expect a response to every comment, email, or message they send, but they do expect to be heard. KANA's Voice of the Customer solution helps you accomplish that goal and stand out from the competition by the way you do it