Voice of Customer (VoC) Software: Turn Feedback into Action
Voice of Customer (VoC) is the process of capturing, analyzing, and acting on customer feedback across channels. Alterna CX unifies surveys, reviews, social conversations, and support interactions to reveal experience drivers, identify root causes, and prioritize action based on business impact.
New to VoC? Read our complete Voice of Customer guide.
Trusted By World's Leading
Customer-Centric Brands
Key capabilities
Powered by Alterna CX technology
Collect & Measure
Understand & Prioritize
Identify Root Cause
Act, Visualize & Automate
Mask Personal Information Before Analysis
My manager, [NAME], asked me to contact [EMAIL] or call [PHONE] about the workload issue.
Connect, Secure & Support
What does a Voice of Customer platform do?
A Voice of Customer platform brings together feedback from surveys and unsolicited channels, uses analytics to uncover the issues behind customer scores, and helps teams take measurable action. Unlike a survey tool, a VoC program connects what customers say with why they say it and what the business should improve.
Alterna CX connects structured metrics such as NPS, CSAT, and CES with unstructured feedback including product reviews, app-store comments, social conversations, support tickets, and contact center transcripts. Its analytics help teams identify recurring topics, investigate root causes, and track improvement priorities.
Capture signals
Bring together solicited and unsolicited feedback from different customer touchpoints.
Understand drivers
Use AI-powered text and sentiment analytics to classify issues, intent, and experience drivers.
Prioritize fixes
Investigate root causes and understand which improvements are most likely to matter.
Close the loop
Share actionable findings, assign follow-up, and monitor experience outcomes over time.
Voice of Customer vs. customer surveys
Surveys ask targeted questions and produce useful scores and open-ended responses. They are an important source of customer feedback, but they represent only a portion of the overall experience.
Voice of Customer programs combine surveys with unsolicited feedback, analyze patterns across channels, link themes with CX metrics, and coordinate improvements. A VoC platform supports this broader process.
How to build a Voice of Customer program →Where VoC analytics helps
- Banking: understand onboarding, app access, service, and branch issues.
- Insurance: uncover claims and support pain points.
- Retail and e-commerce: track delivery, returns, pricing, and product feedback.
- Contact centers: identify repeat contacts, friction, and service breakdowns.
Voice of Customer FAQs
What is Voice of Customer (VoC)?
Voice of Customer is the systematic practice of collecting, analyzing, and acting on customer feedback. It combines direct input such as surveys with unsolicited sources such as reviews, complaints, and support conversations.
What is Voice of Customer software?
Voice of Customer software helps organizations centralize feedback, analyze topics and customer sentiment, track experience metrics, identify root causes, and coordinate improvements across teams.
How is a VoC platform different from an NPS survey tool?
An NPS survey tool measures willingness to recommend. A VoC platform goes further by analyzing multiple channels, explaining what drives scores, and connecting insights to corrective action.
Which feedback channels can Alterna CX analyze?
Alterna CX supports surveys, online and app-store reviews, social feedback, contact center transcripts, chats, and support tickets, depending on the data sources and integrations configured.
How does AI improve Voice of Customer analysis?
AI helps categorize large volumes of unstructured feedback by topic, sentiment, and intent, reveal emerging patterns, and surface likely root causes for further investigation.
How can businesses measure the impact of a VoC program?
Combine experience measures such as NPS, CSAT, and CES with operational outcomes such as repeat contacts, complaint volumes, churn, and conversion. Track changes after actions are implemented rather than evaluating scores alone.
With Alterna CX, we accelerated what had been a highly manual customer experience measurement process. We can now analyze customer experiences in real time, access results quickly, identify opportunities, and make customer experience visible across the entire organization, helping teams reach faster and more accurate results.Watch Video Testimonial
Alterna CX allowed us to personalize the in-store experience for everyone, from sneakerheads to impulse buyers. We unified structured and unstructured feedback. Moreover, we decreased top customer issues by 20% and increased NPS by 24 pts.
Before implementing an action, we can predict how it will impact NPS. Our stores can clearly identify the areas they need to improve and take the right actions to achieve their targets.
When analyzing customer feedback, we see that in manual evaluations, different people can interpret the same comment in different ways. This can lead to inconsistencies and errors in the process. With Alterna, we can make this process much more standardized and objective. Especially on the sentiment analysis side, we are able to analyze customer comments far more accurately and consistently.
We have reached a point where we can clearly understand the financial impact of customer experience. We can now see how the lifetime value of a customer who has a good experience differs from one who has a poor experience, and act accordingly. Being able to generate these insights much faster with AI significantly makes the job of CX professionals easier.Watch How One Change Increased Hepsiburada’s NPS by 10 Points
Get a Personalized Demo with Your Data!
Join category‑leading companies and start driving growth, reducing churn, and building loyalty with Alterna's AI technology!
Gain insights into your company's oCX score and compare it with those of your competitors.
Discover the specific areas where your company struggles and uncover opportunities for growth.
Use insights to strengthen your brand's reputation and increase positive customer sentiment.
See Alterna CX In Action
By submitting, you agree to Alterna's privacy policy and agree to receive emails from Alterna CX. You can opt out anytime.
My manager, Jordan Lee, asked me to contact jordan.lee@example.com or call +1 555 0182 about the workload issue.