Future of Voice of Customer: The Next Big Shifts

Voice of the customer is a concept that has been part of several successful businesses for decades. But in recent years, its significance has grown at an exponential rate. Do you know why?

The major reason is the increase in customers due to digital innovations. In the past, the number of forums where you can leave reviews was very less. But now, there are many platforms where customers can share their opinions, experiences, and points of view related to brands. It has the power to shape the purchasing decisions of customers. 

That’s why VOC is no longer just a tool for feedback collection. It’s a strategic approach through which business grows at a rapid pace. It includes using methodologies and tools that help you listen to the true voice of customers. 

However, many businesses are still using traditional VOC strategies. Due to this, they are unable to get the real analytics. In this article, we’ll share some tremendous shifts in the voice of customers. So keep reading to stay updated and stand out from the crowd. 

7 Big Shifts Shaping the Future of VoC

According to statistics, companies use ineffective methods to hear customers’ voices. It allows them to hear only 4% of the customer’s voice. It tells us that many businesses still are using outdated VoC programs. That’s why catching up is becoming more important than ever. Now, let’s discuss future trends that will shape VoC incredibly. 

1. Support Over Omnichannel

Modern businesses need to function in an omnichannel way. But there’s one thing that stops them from doing this. 

It’s a constant fear of losing customers. 

Managing customers’ communications using one channel will be the new norm. There are still some omnichannel platforms offering these services to customers. However it’ll become even more advanced and integrate all online and offline channels. So, suppose customers switch from Instagram to Facebook. They’ll get the same quality of service. This consistency across various channels improves customer loyalty towards the brand. So, what will be the benefit of implementing omnichannel?

There are many advantages, one of them is it increases customer retention. It’s going to provide real-time data, which helps you get a better understanding of customer expectations. 

2. Hyper-personalized Experience To Customers  

According to a research survey, around 70% of customers show frustration because of poor personalization. It tells us that providing personalized experience is of great importance. 

Consumers have high expectations from brands. They want personalized experiences specifically created for them. It won’t be wrong to say that hyper personalization is the future of the customer’s voice. But how is that possible?

Businesses use customer data to provide personalized experiences to users. 

Suppose a customer purchases from your store. When they revisit your shop, they should

3. AI-driven Sentiment Analysis

Businesses will no longer rely on old methods to analyze customer feedback. Instead, they will use natural language processing (NLP) algorithms. It’ll analyze the customer feedback from social media, product reviews, and customer surveys. 

There are many tools for this purpose. One of the best tools is Luminoso, which allows you to evaluate customer sentiments. You can also identify their opinions and name them positive, negative, or neutral. 

Suppose you’re running a retail company and use Luminoso for sentiment analysis. This tool will analyze customers’ comments and identify improvement areas in your product and service. It gives you a brief overview of what your customer likes and dislikes. Thus eliminating the need to commit to this task manually and spend money and hours.

4. Voice Recognition and NLP

Voice assistants will soon become extremely popular. But how is it significant for businesses?

Businesses can deploy voice-enabled feedback systems. They utilize natural language processing (NLP) algorithms to analyze spoken language in real-time. 

By now, the most popular voice recognition software is Google Speech-to-Text or Amazon Transcribe. They can convert spoken words into text. This text is then further used to analyze sentiment and extract insights.

5. Combine ML With Human Touch 

Due to machine learning, we have been introduced to many new applications and programs. They have truly revolutionized the way we interact with businesses. 

The Voice of Customer sector is no way behind these technological innovations. According to stats, most customers don’t have any issues sharing product feedback with bots. However, if it cannot fix the problem, then human intervention is appreciated. 

With the right use of technology, the VoC procedure becomes quick and accurate. That’s why it’s considered best for companies to invest in these systems. They aggregate customer data and allow you to understand each customer more deeply. Doing it manually can be time-consuming. You might have to spend a lot of time and energy on this. 

But thanks to AI and ML, these tasks can be completed within minutes. The best part is that there’s no compromise on accuracy. 

6. Real-time Feedback and Actionability

If you’re running a business and want to provide the best experience to customers, then you should know about them. You should have their data, genders, persona, etc. 

That’s where businesses make the biggest mistakes. They often use old data. Is old customer data going to benefit them?

Not at all. 

It’ll do more harm than good. However, many VoC tools are now effectively providing solutions to this problem. They can access your customers’ real-time data. Do you know how?

It’s through chatbots, live chat support, or feedback forms embedded in websites and mobile apps. With automated response systems, businesses become aware of customer concerns proactively. 

7. AR and VR Experiences

With the advancement in technology, methods of data collection are also improving. Businesses will soon use augmented reality (AR) and virtual reality (VR) technologies in their VoC initiatives. It’s to gather feedback in an immersive environment. 

It allows you to conduct virtual focus groups and gather feedback in virtual settings. Let’s understand it better with an example. 

An automotive manufacturer uses VR simulations to gather customer feedback on new car designs and features. How does it make that possible?

By allowing customers to experience different car models and configurations virtually. The manufacturer collects feedback on design preferences, comfort levels, and usability. It allows them to design better products that their target audience loves. 

How Can Your Business Prepare For The Future Of Voice Of The Customer?

The field of Voice of the Customer (VoC) is evolving at a rapid pace. It is driven by rapid technological advancement, transforming customer expectations, and the need to understand customers deeply. It’s all about knowing customers better to run a thriving business. 

You know that Voice of the Customer is not about random surveys or data collection methods. Instead, it’s about extracting feedback and using it effectively. It raises the question: how can you prepare for this future? Are you ready to incorporate it?

Here are some tips to help your business deal with pressure for this exciting future. 

• Use Technology: Invest in VoC technologies such as AI, machine learning, and sentiment analysis tools. We highly recommend Luminoso because it’s easy to use, and customer support can assist 24/7. You can capture customer data and analyze it effectively. 
• Don’t Compromise On Data Privacy and Security: Use strong data and privacy measures to safeguard customer information. Ensure that it complies with regulations like GDPR and CCPA.
• Enhance Your Employee’s Skill Set: Provide training and resources for your employees to get the skills needed to use VoC tools. It’ll help you stay ahead of your competitors. 
• Encourage Customer Feedback: Always ask your customers to share their reviews. Make dedicated surveys, reviews, and channels to show your commitment to listening and responding to their concerns. It tells that you care about your customers and further improves brand loyalty. 
• Continuously Improve Processes: Remember that VoC isn’t a one-time approach. You should keep reviewing and refining this procedure to gain real insights into your customers. 

Ending Thoughts 

Now you know the most crucial voice of customer elements that will transform this industry. VoC isn’t only helpful in giving you a detailed understanding of customer needs but also tells you about their preferences, likes, dislikes, and much more. In a nutshell, it tells you how to win the hearts of your customers. 

Here’s how this happens.

Listen to VoC → Provides deep customer insights → Better service → Exceptional customer experience → Business growth. 

You should be updated about VoC and how future trends are shifting this landscape because it allows you to creatively connect with your customers. With a customer-centric approach, businesses can easily outshine their competitors.