There are so many voice-of-customer analytics tools out there—where do you even start? 😵‍💫

Well, instead of creating another (typically poorly researched and frankly quite boring) long list of “top 10 tools”, we decided to take a different approach.

We’ve chosen just three tools that we know REALLY well. And we’re going to explain exactly how they work and why you should consider them.

We admit one of those tools is ours (Hi, from us at SentiSum). We back ourselves to impress you because we’ve seen the results our clients get, but we’re also not here to dump on our competitors.

We’re great at what we do, and so are they. But for different reasons—let's get into it.

The 3 Best Voice of the Customer Analysis Tools in a Nutshell

In a nutshell, here are the three Voice of Customer Analysis Tools we'll look at today:

1. SentiSum: Best Voice of Customer Analysis Tool for Multichannel Insights
2. CustomerGauge: Best Voice of Customer Analysis Tool for B2B Net Promoter Programs
3. MonkeyLearn: Best For No-Code Text & Sentiment Analysis

3 Voice of Customer Analysis Tools

By now, most companies have implemented surveys, reviews and collect all their customer support conversations.

That makes analytics one of the most important part of the voice of customer tech stack.

So, before we dive into the full list, let's look specifically at the best analytics tools on the market and how they work.

1. SentiSum - For Aggregated Analytics Across All Customer Service & Feedback Channels

With SentiSum's voice of customer analytics platform, it's never been easier to understanding your customers and improving their sentiment.

Whether you want a detailed understanding of your CSAT and NPS surveys, or you want to understand trends in why customers are contacting customer support, we’ve got you covered.

How It Works

SentiSum uses machine learning-based AI to understand and analyze qualitative text from any voice of customer channel.

In a nutshell, here’s how it works:

• Natural language processing (NLP) technology consumes and analyzes your voice of customer data.
• Machine learning applies granular tags on customer sentiment, topics, keywords, and more
• SentiSum’s customizable dashboard makes it easy to dig into key, relevant insights, using generative AI to answer any questions you may have.

Channels Analyzed:

• Customer service: voice, live chat, email, social media, video.
• Customer feedback: NPS, CSAT, reviews, social media.

Who It’s For

Leading data-driven companies like Gousto, Ticketmaster, Hotjar, and Schuh are long-term customers of SentiSum. In general, we find that consumer-facing mid-market and large enterprises get the most value.

So, let’s dive a little deeper into SentiSum. How do we stack up against the four factors that make an effective voice of customer analysis tool?

Factor 1: Does it analyze feedback from any voice of customer source?

At SentiSum, we consider channels like CSAT surveys, reviews, and social media comments to be "table stakes". Our platform analyzes any feedback source you want, but we’re huge advocates of customer support conversations as a source of voice of the customer insights.

Over the past three years, we’ve pushed our technology to be the best in this area. We even released Voice Call analytics—where our AI transcribes, analyzes, and offers detailed insights into customer sentiment, call topic, and agent performance.

SentiSum is now one of the few completely omnichannel solutions for VoC analysis.

Factor 2: Does it give actionable insights that help with root cause analytics?

Want to convince teams across your company to take action? You need evidence to support your argument.

SentiSum’s insights give a level of detail that instills confidence. Just check out this review from the CEO of Scandinavian Biolabs:

Our voice of customer analysis tool does that by extracting deep, actionable information and then allowing you to explore those insights in a way that’s completely flexible to your needs.

Here’s an example of the insights you get with SentiSum’s dashboard (we’re SO excited to share our “ask our AI any question” feature).

Key highlights:

• Dig deeper into sentiment and feedback drivers. If your customers are repeatedly mentioning “late delivery”, you can dive deeper to see keywords such as “parcel tracking”. It gives you a much more granular picture of your customers’ issues—and how they’re feeling. ‍
• Search or ask questions and get an immediate answer. You can search for your latest product and see every time customers have mentioned it. Or ask a natural-language question—such as “why have CSAT scores dropped recently?”—and SentiSum’s AI assistant will provide an answer.

SentiSum is built to equip your customer feedback and support teams with the evidence they need to make decisions confidently.

Factor 3: Is the tool easy to use by anyone without technical training?

Too often, customer feedback analysis tools are difficult to set up and require a ton of work by your team. With SentiSum, your teams can start analyzing feedback and making improvements without any training at all.

Our customer success team is incredibly good at what they do. The setup is fast and run by us. From there, we’ve built SentiSum to be as easy to use as possible.

This way, your team can:

• Simply log in and get a clear, real-time picture of key data. You’ll immediately get an understanding of patterns in feedback and customer sentiment, including top negative drivers, how NPS and CSAT scores have changed, and more.
• Quickly find answers to any question you have. SentiSum’s AI assistant can immediately serve detailed, natural-language answers to any query—whether that’s on feedback trends, sentiment drivers, or recent products. ‍
• Search for data and create clear reports in seconds. If a different department has a query, simply search SentiSum and get the answer. Then, you can share those insights into beautiful reports in moments.

Factor 4: Does it integrate with your existing stack?

SentiSum integrates with all major (and most minor) helpdesks and feedback platforms. We're completely secure and follow strict data security regulations—with clients of our size, we're used to managing complex security needs.

We also power several automations for support teams, including:

• Automated ticket routing
• Automated ticket prioritization
• Customer review monitoring
• Social media monitoring

The seamless integration between your voice of customer analysis tool and your support tech drives a ton of positive outcomes—from picking up urgent requests quickly to cutting down resolution time.

If you’re interested in our voice call analytics and agent quality assurance, read more about how that works here.

Reviews

See what our customers think about us on G2 and read our customer stories here.

Pricing

SentiSum has flexible pricing around feedback/conversation volume and number of channels:

• Pricing starts at $3000 per month and includes both traditional feedback channels (surveys) and modern ones (support conversations). You get unlimited logins and customer success support from our team.

To get more details on pricing and to get a live demo of the platform, book time with us here.

2. CustomerGauge - The Best Voice of Customer Analysis Tool for B2B Net Promoter Programs

Overview

CustomerGauge is built to make Net Promoter Programs drive positive revenue outcomes. They not only help you build a high response rate NPS program on customer accounts, but the analytics dashboard connects your NPS responses to account revenue to identify opportunities for retention and upsell.

How It Works

CustomerGauge primarily runs your Net Promoter program—from survey sending to response rate tracking. But they also integrate with all your customer touchpoints to identify customer account health.

Here are two highlights that show how CustomerGauge works:

1/ Closed-Loop Analysis

CustomerGauge helps you make sure all negative feedback has been followed up. Closing the loop is proven to increase customer happiness, so this is an important feature.

As a CX leader, you can quickly understand how much customer feedback is being ignored, and set deadlines for your team to follow up on it.

2/ Identify At-Risk Revenue

Based on Net Promoter Scores, CustomerGauge declares a customer account “safe” or “at-risk”.

With voice of customer data tied to the revenue value of each account, the analytics dashboard shows you exactly how much of your annual revenue is at risk and which accounts are high-priority for your account management team to focus on.

3/ Find revenue opportunities from voice of customer data

Identifying at-risk accounts is one side of the coin, the other is identifying happy accounts—ripe for upsell or cross-sell.

CustomerGauge’s voice of customer analysis dashboard places each of your accounts into four buckets. One of those buckets is “opportunities”—these are happy accounts with a low sales volume compared to their buying power.

This feature makes CustomerGauge incredibly useful for sales teams at large enterprises with low visibility on their customers.

Who It’s For

CustomerGauge works with companies like Coca-Cola, Heineken, and Anheuser-Busch. Their focus is CX and account management teams in the B2B space.

It goes without saying that B2C brands won’t be well-served by this solution—nor will anyone looking for granular insights on customer support conversations.

CustomerGauge Pros & Cons

Pros

• CustomerGauge uniquely links customer feedback directly to revenue metrics. It’s a really valuable tool to help you understand how customer sentiment affects your bottom line.

Cons

• CustomerGauge is heavily reliant on NPS as a central metric for customer satisfaction. If you want broader insights from a larger range of channels, this might be limiting.
• CustomerGauge is for account teams. If you’re a support or CX team and want insights for your own projects, it may not be perfect for you.

Pricing

CustomerGauge pricing is not publicly available.

3. MonkeyLearn - Best For DIY Voice of Customer Analysis

MonkeyLearn was one of the first technology companies in the voice of customer analysis software space.

They did something amazing. They allowed non-technical people to conduct sentiment and text analytics on any free text data—no learning to code required.

Although it wasn't always the core use case of the product, as the years passed, customer feedback analysis emerged as core to their platform and they were eventually acquired by voice of customer giant, Medallia in 2022.

We consider MonkeyLearn a close SentiSum alternative. It works across most channels (customer support included, but not voice calls) and integrates with most providers.

However, there are several core differences in our platforms:

How MonkeyLearn is Different from SentiSum

1/ Ease of use

MonkeyLearn’s core proposition is putting the power of advanced text analytics in the everyday user's hands. That means it’s a DIY analytics tool: you must train the AI yourself.

While this means you can use MonkeyLearn for whatever text analysis purposes you wish, it also is complicated and results often aren’t as detailed as Sentisum.

2/ Detail of insights

MonkeyLearn and SentiSum have different ways of visualizing data. For example, MonkeyLearn helps you identify high-level topics in support data (like “technical” and “billing”) but it doesn’t identify the root cause drivers of these topics.

MonkeyLearn puts the power of topic and sentiment analysis in your hands. If you’re willing to get “into the weeds” with data cleaning and model training, MonkeyLearn offers a cost-effective solution for VoC data analysis.

MonkeyLearn Pros and Cons

Pros

• MonkeyLearn is extremely adaptable. The tool will handle any ticket channel you can throw at it. You can set up the software to identify industry-specific issues, as you’ll be teaching the AI what to look for yourself.

Cons

• MonkeyLearn takes time to set up and doesn’t offer the deepest insights. You need to set up MonkeyLearn before you can use it. Once you’ve started, the insights it provides can be quite limited.

Pricing

MonkeyLearn costs $299 a month for 10,000 queries. Contact the team there for more nuanced pricing.

28 More Voice of Customer Tools To Consider

There are plenty of voice of customer tools in the market so we’ve picked out a wide array of use cases and features.

The best modern voice of customer tools:

• Are easy to use (and setup)
• Cover all your feedback channels
• Leverage modern technology like AI to improve quality and accessibility

Here are the top 29 tools you can use to actively measure, analyse, and take action on your voice of the customer data:

1. Clarabridge

Clarabridge underpins their CX software with text and speech analytics (artificial intelligence). They’ve built CX Studio to share insights organisation-wide, while also interacting with customers easily.

Typically, Clarabridge is used for social media analytics, but they have more basic ‘insights’ functionality around call centre channels, too.

Pros:

• Good for organization and user-friendly support.
• Ease of reporting.
• Effective categorization and sentiment analysis.

Cons:

• Issues with Facebook account lockouts.
• Lack of support for Instagram (IG) DMs.
• Twitter support is lacking.

2. InMoment

InMoment run a methodology called Experience Improvement (XI). XI is a combination of technologies that considers employee, business, and customer needs.

Their CX Cloud is a single source of truth for customer data, bringing together direct feedback (surveys) and indirect feedback (social reviews and mentions) with inferred feedback—CRM and point-of-sale data. You’ll be able to make clearer business decisions based on available customer data integrations.

Pros:

• Consolidates all information in one location.
• Useful for praising and coaching employees on customer service.
• Detailed reporting for problem-solving.

Cons:

• Some issues with editing information.
• Slow resolution of access issues.
• Templates can feel robotic, reducing sincerity in responses.

3. Hotjar

Hotjar is every marketer’s secret weapon. It’s just a couple of lines of code that sit under the hood of your website that tracks the activity and behaviour of visitors.

One of my favourite things you can do with Hotjar are heat mapping. For example, you could track your homepage over 1,000 visitors, and the heat map would tell you which buttons got the most clicks and which messaging got the least visibility. Using that information, you can rearrange your homepage to improve customer experience and thus checkouts and sign ups.

As a voice of the customer software, Hotjar rocks because it’s passive—the customer doesn’t need to participate, they just go about their day.

Who’s it for? The barrier to purchase is low thanks to Hotjar’s useful free trial, but the tool is powerful enough for web optimisation teams to use at enterprise level.

Pros:

• Extensive filtering in session recordings.
• Easy to use UI and navigation.
• Support team is readily available.

Cons:

• Limited session recording capabilities on different site areas.
• No automatic heatmap setup for all pages.
• Difficulty in troubleshooting without a direct support line.

4. Wootric

Wootric is an endeavour to criticize the executive's programming that utilizes single-question micro surveys. The greater part of these studies incorporate measurements, for example, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).

What's particularly extraordinary about this instrument is that it very well may be introduced rapidly and without any problem. All input (when gathered) is shipped off your live dashboard for audit.

Wootric's examination stage is accessible to clients, yet then as an independent item to organizations that need to upgrade their VoC program with text and feeling investigation.

Go and have a look at their websitewww.wootric.com and it would paint a distinctive and promising picture of the software.

Pros:

• Easy to use and integrate with other platforms like Slack.
• Effective for tracking NPS and customer feedback.
• Generally well-received by users.

Cons:

• Specific cons are not clearly documented in available sources.

5. NICE Satmetrix

Co-engineer of Net Promoter Score, Satmetrix is a notable, cloud-based VoC software. Satmetrix offers advanced customer research with categorisation, for example, area, industry, or item division.

Clients can distribute positive input (given by customers) via online media. The software has tons of features that are very fascinating and intriguing from the user’s point of view.

Do look on their website www.satmetrix.com for a set of product details.

Pros:

• User-friendly interface.
• Straightforward survey setup.
• Integration with Salesforce.
• Provides analytic charts and graphs.
• Flexible in the number of surveys sent.
• Easy survey creation with a survey builder.

Cons:

• Issues with Salesforce integration.
• Redundancy in features once fully integrated with Salesforce.
• Challenges in data analysis with multiple surveys.
• Implementation problems.
• Does not listen to customer complaints.
• Poor usability and flexibility in reporting.
• Subject matter experts lack in-depth knowledge.

6. Verint ForeSee

Verint ForeSee is a multi-channel client experience investigation programming that empowers clients to organize CX ventures.

The ForeSee CX Suite offers client started overviews, meeting replay and warmth maps (accessible for sites and cell phones), text examination, issue following and cautions, and item surveys.

Reports can be traded and partaken in configurations, for example, Excel, CSV, and PowerPoint.

To have explicit and extensive information about this tool, pay a visit to www.foresee.com.

Pros:

• Intuitive and easy to use.
• Effective reporting and exporting for analysis.
• Scalable, handling large volumes of emails and reports.
• Feature-rich with excellent support.
• Cost-effective pricing models.

Cons:

• Dated admin user interface.
• Reporting options could be visually improved.
• Design improvements needed for reporting.

7. SurveySparrow

SurveySparrow's voice of client programming assists clients with building and actualizing an extraordinary VoC program.

The instrument has different UIs, for example, visits like studies and conversational structures. Clients can rapidly make studies and can browse distinctive inquiry models.

Utilizing distinctive study topics, you can undoubtedly plan and alter the appearance of your Voice of Customer review to mirror your image's character.

If you want to be sure of every detail concerning the software do visit their websitewww.surveysparrow.com.

8. Getfeedback

GetFeedback is a feedback apparatus that is a lot of zeroed in on the end-client experience. This is a decent apparatus for novices as it is anything but difficult to utilize.

Clients can add rich and enhanced media (for example pictures and recordings) to the study and tweak the foundation picture and textual styles to make it their own. Investigation of the information is basic as the apparatus places all information into diagrams for the client, anyway, the client can't catch up with clients which can be somewhat of a disadvantage. The software does justice to its name and excels in terms of feedback.

You can pay a visit to their website www.getfeedback.com and get introduced to the minutest of details.

9. Qualtrics

Qualtrics Experience Management Platform offers various diverse information assortment strategies including feedback for websites/products, email reviews, and social input. It likewise incorporates a closed loop tagging highlight that stays up with the latest on client corporations just as job-based dashboards.

From their promises to their strategies a complete outlook to every detail associated with the software can be accessed on their website www.qualtrics.com.

10. Ask Nicely

Ask Nicely is an NPS survey tool that gathers input consistently utilizing one-off studies impacts. The 'leaderboards' permit clients to fragment and classify various channels, workers, and items to survey execution.

It tends to be incorporated with your CRM or local help programming, from which you can react straightforwardly. You can also visit their website www.asknicely.com and get hold of the minutest details associated with the software.

11. Feedier

Feedier names itself as the 'cutting edge criticism device'. This SMB VoC instrument can be utilized in a variety of channels, for example, email, web-based media, and your item application. It additionally gives intuitive interfaces to the reviews with activities and rankings (to keep it new!). All insights are accumulated continuously and can be coordinated with Zapier, Slack, and numerous other computerized venture executives instruments.

Go to their website www.feedier.com and acknowledge the wide array of valuable insight concerning the software that has been put on their website.

12. Feedbackify

Feedbackify is a device that permits clients to make a criticism structure utilizing an intuitive proofreader. It is anything but difficult to introduce - you should simply reorder the Javascript tag into the HTML of the page you need to add it to and it's ready for action. Guests can give a rating just as they submit remarks, including praises and recommendations. Input is gotten in your inbox.

Go and have a look at their website www.feedbackify.com and it would paint a distinctive and promising picture of the software.

13. Qualaroo

Qualaroo is useful for making short and effectively open overviews. These show up at the lower part of the screen as a gadget and empower the client to survey guests utilizing straightforward inquiries. There is additionally an element inside this instrument that permits clients to make governs concerning where reviews are set off and with which questions - in which case an input structure will spring up inconspicuously at the lower part of the screen.

A visit to their professionally maintained and run website www.qualaroo.com will give you a broader and clearer picture of the data and information related to the software.

14. Survicate

This apparatus is fundamentally the same as Qualaroo concerning structure and plan. With this instrument, clients can incite focused on-site overviews at various areas on the site. The apparatus additionally incorporates a library of predefined studies. To break down criticism, Survicate offers both a dashboard and the capacity to send out answers as CSV or get reports in your inbox.

If you have any confusion or any doubts concerning this particular software, do pay a visit to their website www.survicate.com and get assured.

15. Pulse Insights

Pulse Insights is fundamentally the same as Qualaroo and Survicate. They give miniature studies that ask 1-2 in-setting inquiries to get input from clients. It is anything but difficult to-utilize. Pulse Insights provide a very user-friendly space and the applications of the software leave the audience awestruck.

Do visit their website www.pulseinsights.com and get on board with the exciting and enthralling journey of this wonderful software.

16. WebEngage

WebEngage is an apparatus that offers a criticism structure and review manufacturer. In light of guest click conduct, input structures can be set off utilizing this device. The fascinating thing about WebEngage is that it offers overview gadgets, yet additionally, the capacity to convey warnings concerning things other than criticism demands, for example, to feature an advancement.

They promise their clients utter engagement and a gist of that could be availed on their website www.webengage.com.

17. Hotjar

Hotjar is viewed as a swiss armed force blade of client experience devices, with programming that consolidates various UX instruments in one. This concentration anyway implies that it comes up short on a strong CX arrangement. Input investigation and revealing are not accessible. How this instrument gathers criticism is indistinguishable from that of Qualaroo and Survicate. Hotjar empowers its clients to make heatmaps and client chronicles (following meetings on the page) just as reviews.

To have an idea of the detailed structure and applications of the software visit their websitewww.hotjar.com.

18. Opinionlab

Opinionlab is a notable VoC stage. At first, Opinionlab was centred around site input yet has since expanded its administration contributions to get-together criticism from more channels including contact focuses and shops. Moreover, page-explicit criticism can be gathered utilizing this device.

A visit to their professionally maintained and run website www.opinionlab.com will give you a broader and clearer picture of the data and information related to the software.

19. Alchemer

Alchemer is an extraordinary apparatus for rapidly and effectively making a study. You can welcome respondents to the study just as customize the plan.

They offer overview choices for information-driven groups just as people. They have tons of applications and options that make the user assured of their choice.

Do visit their website www.alchemer.com and get your hands over the best of the tools available in the VOC world.

20. Crowdsignal

Crowdsignal, already PollDaddy is an online overview programming that permits clients to direct studies in two distinct manners: by installing reviews on their site or welcoming respondents through email.

When the information is gathered, you can make channels to break down the information and offer it in reports. This is finished utilizing crude information sent out with projects, for example, Excel, PDF, CSV, Google Docs, and XML. The consequences of these studies would all be able to be seen progressively.

To have an idea of the detailed structure and applications of the software visit their websitewww.crowdsignal.com

21. JotForm

Jotform is a simple to-utilize online survey collector. The JotForm Feedback Button empowers you to request feedback on your site by a customized button. You can likewise make your surveys and once you begin utilizing this device, the criticism catch will be obvious on each page of your site consequently.

Jotform also offers a free WordPress module. You can utilize this module for nothing up and to 100 structure entries for each month. If you expect more structure entries you should move up to the top-notch adaptation.

Do pay a visit to their website www.jotform.com and that’s all it takes you to realize the capabilities and promising nature of this software.

22. Typeform

Typeform is very easy to understand review apparatus that empowers you to make customized and marked studies. Utilizing the free form, you can hope to have highlights, for example, limitless inquiries and answers, information trade, custom subjects just as layouts, and essential announcing.

23. Formsite

Formsite is another structure building and review device that can be incorporated with a wide range of apparatuses, including SalesForce, Mailchimp, Dropbox, and considerably more. Clients can make more than 100 customizable formats utilizing 40 distinctive inquiry types.

If you have any confusion or any doubts concerning this particular software, do pay a visit to their website www.formsite.com and get assured.

24. Google Forms

Hardly a dedicated tool for customer feedback collection, but nevertheless one that's used worldwide for market research. With Google Forms, users can make surveys to gather input from their customers. Studies can be made rapidly utilizing a drag and drop interface and can be shared easily. Results are conveyed progressively and can be examined in diagrams. One great thing is integrations across the G-suite and the wide funcitonality across the web with Google products.

25. QuestionPro

QuestionPro gives incredible online review programming intended to assist you with settling on better business choices. Our simple to utilize programming incorporates devices for creation, dissemination, and examination of online studies, surveys, structures, and tests.

Utilize our serious highlights to alter the review insight and force modern examination. The best part is that our client service group is accessible 24-hrs per day to ensure your task is a triumph.

Look up their website www.questionpro.com and get all your questions and doubts associated with the software clarified.

26. Chattermill

Chattermill helps companies to listen to their customers using cutting-edge AI technologies while helping companies grow by simplifying their procedure of customer insights.

It uses natural language processing tools and sentiment analysis to generate insights and data-driven platforms for collecting customer feedback across multiple touchpoints, which are further integrated with systems that allow the companies to understand their customers like never before.

Choosing the Best Voice of Customer Tools For You

We know it's confusing to find and research a new tool stack. Everyone uses the same description and pretends they do more than they actually do.

Our recommendation is to list your specific requirements and start booking product demos with each company. It can be a painful process, which is why we designed out sales process to be as user-centric as possible.

Reach out to us here to setup a demo of SentiSum. We'll help you decide if we're a fit (or not).

Voice of Customer Analytics Tools FAQs

What Are Voice of the Customer Analytics Tools?

A "Voice of Customer" (VoC) tool is a software used by businesses to gather, analyze, or respond to customer feedback.

These tools are essential for understanding customer needs, preferences, and experiences.

1. Feedback Collection: VoC tools collect feedback from various sources such as surveys, social media, customer service interactions, online reviews, and focus groups. This data is crucial for understanding customer opinions and experiences.
2. Data Analysis: These tools analyze the gathered data to identify trends, patterns, and insights. Advanced VoC tools may use techniques like sentiment analysis and text analytics to interpret the feedback more effectively.
3. Actionable Insights: The primary goal of VoC tools is to provide actionable insights. This means translating customer feedback into concrete steps that can improve products, services, customer experience, and overall business strategy.

The best of the bunch will allow you to drill down into your customer insights so it's easy to drive companywide transformation.

Read our complete guide to voice of customer analytics here.

What is a good tool to use when analyzing voice of the customer?

The best tool for analyzing voice of customer data is Sentisum. Sentisum aggregates all your feedback and support channels and provides detailed insights into what's driving customer friction.

How do you analyze customer voice?

The best methodologies are text and sentiment analytics. These AI-powered technologies are fast, accurate and reliable.

With the right software provider, you'll have a detailed understanding of the topics causing customer's friction at every point along the customer journey.