{"id":2807,"date":"2022-10-14T13:33:41","date_gmt":"2022-10-14T13:33:41","guid":{"rendered":"https:\/\/refiner.io\/blog\/?p=2807"},"modified":"2026-01-19T08:29:05","modified_gmt":"2026-01-19T08:29:05","slug":"voice-of-the-customer-tools","status":"publish","type":"post","link":"https:\/\/refiner.io\/blog\/voice-of-the-customer-tools\/","title":{"rendered":"16 Best Voice of the Customer Tools in 2024"},"content":{"rendered":"\n<div style=\"color:#32373c;background-color:#00d1b2\" class=\"wp-block-genesis-blocks-gb-notice gb-font-size-18 gb-block-notice\" data-id=\"bf2b7b\"><div class=\"gb-notice-title\" style=\"color:#fff\"><p>TL;DR<\/p><\/div><div class=\"gb-notice-text\" style=\"border-color:#00d1b2\">\n<ul class=\"wp-block-list\">\n<li>Voice of the Customer tools capture user feedback at scale through surveys, analytics, sentiment, and forums<\/li>\n\n\n\n<li>12 top VoC platforms include: <strong><a href=\"https:\/\/refiner.io\/\">Refiner<\/a><\/strong>, <strong>Zonka Feedback,<\/strong> <strong>Qualtrics<\/strong>, <strong>Medallia<\/strong>, <strong>SurveyMonkey<\/strong>, <strong>Clarabridge<\/strong>, <strong>Zendesk<\/strong>, <strong>Hotjar<\/strong>, <strong>UserVoice<\/strong>, <strong>Intercom<\/strong>, <strong>Canny<\/strong>, <strong>Gainsight<\/strong>, <strong>Delighted<\/strong><\/li>\n\n\n\n<li>Choose based on use case: survey programs, micro-feedback, sentiment analysis, support insights, or product idea gathering<\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>Are you planning to launch a voice of the customer program (VoC) and wonder what tools and software you should use?<\/p>\n\n\n\n<p>You know, cliche as it sounds, it\u2019s true &#8211; <strong>It\u2019s almost impossible to run a successful SaaS today without putting a huge emphasis on customer experience.&nbsp;<\/strong><\/p>\n\n\n\n<p>Customer expectations for what they get from us &#8211; and that means both the quality of our products and the overall experience those people have with our brands &#8211; are only going up, after all.&nbsp;<\/p>\n\n\n\n<p>The only way to keep up is by gathering customer insights and monitoring and analyzing the <a href=\"https:\/\/refiner.io\/blog\/voice-of-the-customer-program-saas\/\">voice of the customer<\/a>.<\/p>\n\n\n\n<p>And to do that, you need dedicated tools to help you <a href=\"https:\/\/refiner.io\/blog\/customer-feedback-questions\/\">collect customer feedback<\/a>, process the VOC data, and <a href=\"https:\/\/refiner.io\/blog\/customer-feedback-loop\/\">close the loop<\/a>.<\/p>\n\n\n\n<p>In this guide, I\u2019ll show you exactly what is the best voice of the customer tool to use.&nbsp;<\/p>\n\n\n\n<p>Before we get to the good stuff, though, I think we should cover some basics.&nbsp;<\/p>\n\n\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What are voice of the customer tools?<\/strong><\/h2>\n\n\n\n<div style=\"color:#32373c;background-color:#00d1b2\" class=\"wp-block-genesis-blocks-gb-notice gb-font-size-18 gb-block-notice\" data-id=\"97aacd\"><div class=\"gb-notice-title\" style=\"color:#fff\"><p>Definition: Voice of the Customer<\/p><\/div><div class=\"gb-notice-text\" style=\"border-color:#00d1b2\">\n<p><strong>Voice of the Customer (VoC)<\/strong>: an organized method for collecting customer feedback to guide growth and retention<\/p>\n<\/div><\/div>\n\n\n\n<p>There\u2019s a challenge with trying to define tools to capture the voice of the customer.&nbsp;<\/p>\n\n\n\n<p>That challenge has something to do with the fact that a typical VoC program spans several different strategies, methods, and product categories.&nbsp;<\/p>\n\n\n\n<p>Overall, however, we can define the <em><strong>voice of the customer tools<\/strong><\/em> as various software platforms that allow you to collect, process, and analyze customer feedback and opinions about you, your brand, products or services, etc.&nbsp;<\/p>\n\n\n\n<p>Typically, VoC software falls under several categories &#8211; survey tools, platforms that measure customer support and customer service interactions, social media listening tools, etc.&nbsp;<\/p>\n\n\n\n<p>These tools also help with several aspects of VoC data collection:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>For one, many <strong>voice of the customer tools help<\/strong> automate and scale customer feedback collection. With those tools, you can run customer surveys at scale and evaluate sentiment across your customer base.&nbsp;<\/li>\n\n\n\n<li>Many VoC tools can analyze user behavior and deliver insights based on the data collected and more. With such insights, you can understand your customers better and uncover what drives their loyalty and customer satisfaction.&nbsp;<\/li>\n\n\n\n<li>Other tools can go even further and provide insights from unstructured data, conduct sentiment analysis, and more.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>All in all, these tools can help you uncover customer sentiment toward your:&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Customer and buying experience<\/h3>\n\n\n\n<p>If you think about it, customer experience is such a vast area. it includes every interaction customers have with your SaaS, and that means your brand, product, messaging, support, the sales and signup process, and more across every channel and device.&nbsp;<\/p>\n\n\n\n<p>And that\u2019s a lot.&nbsp;<\/p>\n\n\n\n<p>But there are also many elements where things can go wrong.&nbsp;<\/p>\n\n\n\n<p>Various voice of the customer tools &#8211; <a href=\"https:\/\/refiner.io\/blog\/in-app-surveys\/\">in-app surveys<\/a>, <a href=\"https:\/\/refiner.io\/blog\/product-surveys\/\">product surveys<\/a>, net promoter score (NPS) and more &#8211; can help you uncover what drives a positive experience for your customers and where you might be falling short.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Product experience<\/h3>\n\n\n\n<p>In SaaS, our businesses and products are one. And so, we should also evaluate whether we meet our customers\u2019 expectations with our apps.&nbsp;<\/p>\n\n\n\n<p>Once again, various voice of the customer tools can help evaluate that. I already mentioned various types of customer surveys. But you could also gain valuable insights by analyzing customer reviews and monitoring what those people say about your product on social media, to name a few VoC methodologies.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Brand experience<\/h3>\n\n\n\n<p>Much of the customer experience relates to tangibles &#8211; our product, the UI, the website, etc. But an equally major part of the total experience revolves around the brand. Things like our messaging and what we tell customers at different stages of their buying journey, what our brand promises them to deliver, etc. will affect their experience as well.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Benefits of using voice of the customer software<\/h2>\n\n\n\n<p>All in all, I like to think of voice-of-the-customer software as having a direct connection with customers to discover their thoughts, ideas, and even frustrations about your product. And that means more than just surveying them. As you&#8217;ll shortly see, many voice of the customer tools let you to also hear the conversations customers have with each other online, monitor what they say about you in reviews, and more. <\/p>\n\n\n\n<p>It truly is a treasure trove of customer feedback. And it can deliver incredible benefits to your company:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>It can help you identify customers&#8217; pain points you didn&#8217;t even know existed.<\/li>\n\n\n\n<li>VoC feedback can help you determine what issues to deal with first based on their impact, enabling you to allocate resources more effectively.<\/li>\n\n\n\n<li>VoC helps reduce or even prevent customer churn. After all, when you are continuously monitoring and acting on feedback, you can proactively address concerns and prevent customers from leaving.<\/li>\n\n\n\n<li>Then, there&#8217;s the whole aspect of product development. VoC tools and the feedback they deliver can can help you create a product roadmap that aligns with actual customer needs.<\/li>\n<\/ul>\n\n\n\n<p>Plus, many VoC tools allow you to evaluate those less tangible aspects of your CX as well. From various customer satisfaction surveys like NPS, CSAT, or CES to review analysis and more.&nbsp;&nbsp;<\/p>\n\n\n\n<p><strong>But it all creates a serious challenge, doesn\u2019t it?<\/strong> With countless VoC tools available, how do you know which ones would work best for your SaaS?&nbsp;<\/p>\n\n\n\n<p>So, I prepared the list below with that in mind. The tools I included focus on delivering insights that SaaS companies like yours will find useful.&nbsp;<\/p>\n\n\n\n<p>So, without any further ado, here are the best tools to collect the voice of the customer in SaaS.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">16 best voice of the customer tools<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">#1. Refiner<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"518\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/1-1024x518.png\" alt=\"Refiner - the best survey tool to collect voice of the customer.\" class=\"wp-image-2811\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/1-1024x518.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/1-300x152.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/1-768x388.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/1-1536x777.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/1-2048x1036.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Refiner is <a href=\"https:\/\/refiner.io\/features\/in-app-surveys\/\">in-app survey software<\/a> for web and mobile apps, built specifically for SaaS and digital products that want high-quality contextual feedback inside the product, not in random email blasts.<\/p>\n\n\n\n<p>With Refiner, product and CX teams are able to run targeted microsurveys in their web app or native mobile apps, and collect feedback to make better product decisions and improve customer experience based on what their real users are doing.<\/p>\n\n\n\n<p>The whole idea is simple. You drop Refiner into your app, show beautifully branded surveys at the perfect moment, and get highly valuable insights instead of noisy, low-intent feedback. Refiner focuses on perfectly timed in-product micro surveys and gives you advanced targeting so you can always ask the right question, to the right segment, at the right time.<\/p>\n\n\n\n<p><strong>What you can do with Refiner<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Run in-app surveys in your web app and native mobile apps with SDKs for JavaScript, iOS, Android, React Native, Flutter and more.<\/li>\n\n\n\n<li>Launch multi-channel surveys in-app, by email, or through hosted survey links for users who are not currently in your product.<\/li>\n\n\n\n<li>Use templates and 12 question types for NPS, CSAT, CES, PMF and other customer experience and product surveys.<\/li>\n\n\n\n<li>Customize design with comprehensive styling options and custom CSS so surveys match your product\u2019s UI.<\/li>\n\n\n\n<li>Target users by traits, behaviour, device, country, language or previous responses with a segmentation engine and trigger surveys on specific events.<\/li>\n\n\n\n<li>Track NPS and other CX metrics over time with recurring surveys and real time reporting dashboards, including AI powered response tagging.<\/li>\n<\/ul>\n\n\n\n<p>If you are running a SaaS or mobile app and want serious, in-app survey infrastructure for product feedback and customer experience, Refiner might just be the solution you&#8217;re after.<\/p>\n\n\n\n<p>Here\u2019s just one piece of feedback about our tool from a satisfied customer:<\/p>\n\n\n\n<p><em>\u201cRefiner changed the way we operate. As a data-driven SaaS, we needed a way to collect feedback unintrusively at scale. Their tool helped us reach this goal in no time. Bonus: it fits super well in our growth stack (Segment, Customer.io)\u201d <\/em><strong><em>Greg d\u2019Aboville, Head of Growth, Merci App.<\/em><\/strong><\/p>\n\n\n\n<p><strong>Interested to see Refiner in action? <a href=\"https:\/\/refiner.io\/demo\/\">Launch our live demo<\/a> or <a href=\"https:\/\/app.refiner.io\/auth\/register\">sign up for a free trial<\/a> and test-run the tool yourself.&nbsp;<\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#2. Zonka Feedback<\/h3>\n\n\n\n<p><a href=\"https:\/\/www.zonkafeedback.com\/\">Zonka Feedback<\/a> is an AI-powered Customer Feedback &amp; Intelligence Platform similar to other voice-of-the-customer tools, helping teams capture insights across the customer journey through targeted micro-surveys and multi-channel feedback collection.<\/p>\n\n\n\n<p>With Zonka Feedback, you can run in-app, web, email, SMS, and WhatsApp surveys, trigger surveys based on customer actions, and centralize responses in a unified inbox to track issues, respond quickly, and close the loop. Its AI Feedback Intelligence adds automatic sentiment analysis, themes, intent, and urgency detection so teams can understand what customers are saying and why.<\/p>\n\n\n\n<p>Beyond surveys, Zonka Feedback also supports feature feedback, product research, and experience diagnostics. You can collect screenshots and attachments, run kiosk or offline surveys in physical locations, manage cases, automate workflows, and build dashboards that highlight trends and CX metrics like NPS, CSAT, and CES. Pricing is available on request.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#3. Usersnap<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"530\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/2-1024x530.png\" alt=\"Another example of a voice of the customer tool.\" class=\"wp-image-2812\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/2-1024x530.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/2-300x155.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/2-768x398.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/2-1536x795.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/2-2048x1061.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Usersnap is a voice of the customer tool similar to Refiner. With Usersnap, you can also collect customer feedback through micro surveys.&nbsp;<\/p>\n\n\n\n<p>Usersnap lets you display surveys in-app or send them to your audience by email. And then, you can use the tool to collect their feedback, track responses, and gain whatever insight you seek through the campaign.&nbsp;<\/p>\n\n\n\n<p>But aside from being a voice of the customer tool, Usersnap offers several additional features that help companies gain insights to make better product decisions. And so, with Usersnap, you can also launch feature request boards, poll users about new features that you might consider developing, use screen captures to collect data on bugs and issues customers face with the product, and more.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#4. Survicate<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"540\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/8-1-1024x540.png\" alt=\"Survicate.\" class=\"wp-image-2777\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/8-1-1024x540.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/8-1-300x158.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/8-1-768x405.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/8-1-1536x810.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/8-1-2048x1080.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Survicate is a customer survey tool helping primarily small to medium businesses collect customer feedback on different channels.<\/p>\n\n\n\n<p>With Survicate, you can collect all kinds of customer feedback. What\u2019s more, Survicate lets you trigger website surveys with different events, such as the exit intent or the user scrolling past a certain space on the page. You can also time-delay your surveys and use various custom triggers to ensure that you get the survey in front of a visitor when they\u2019re the most likely to act on it.<\/p>\n\n\n\n<p>Like most customer feedback survey tools, Survicate can also analyze responses and provide you with the gist of your customer base&#8217;s sentiment toward the product or the brand.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#5. AskNicely<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"559\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/4-2-1024x559.png\" alt=\"AskNicely.\" class=\"wp-image-2773\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/4-2-1024x559.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/4-2-300x164.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/4-2-768x419.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/4-2-1536x838.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/4-2-2048x1117.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>AskNicely focuses on helping service businesses collect the voice of the customer. The platform lets you research and evaluates your customers\u2019 experiences with the company or its services, also in real-time, right after the service delivery.&nbsp;<\/p>\n\n\n\n<p>AskNicely offers a mobile app that your teams can use to collect NPS surveys, for example, right after they&#8217;ve completed the customer engagement. All the person needs to do is rate your company on your employee&#8217;s smartphone without having to log into the survey on their device.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#6. Qualtrics<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"602\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/6-1-1024x602.png\" alt=\"Qualtrics.\" class=\"wp-image-2775\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/6-1-1024x602.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/6-1-300x176.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/6-1-768x451.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/6-1-1536x903.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/6-1-2048x1203.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Qualtrics is by far the most advanced customer research platform on the market today.&nbsp;<\/p>\n\n\n\n<p><em>(This means that it\u2019s an ideal voice of the customer tool for some companies, but its extensive feature set might be far too much for others.)<\/em><\/p>\n\n\n\n<p>Qualtrics offers an impressive number of tools and capabilities to evaluate your customers\u2019 interactions with you across all touchpoints and more.&nbsp;<\/p>\n\n\n\n<p>When it comes to collecting the voice of the customer, you can use Qualtrics\u2019 surveys and feedback features to create and send customer surveys and deliver them to customers using several channels &#8211; apps, websites, email, SMS, chatbots, and even run offline surveys. You can then measure and analyze the results.<\/p>\n\n\n\n<p>But what\u2019s particularly impressive about Qualtrics is that the platform allows you to integrate your survey data with insights from its other capabilities. As a result, you can gain an even deeper insight into your customers\u2019 satisfaction, experience, and loyalty.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#7. Feedier<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"444\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/3-1024x444.png\" alt=\"Another survey tool to collect customer insights for the voice of the customer program.\" class=\"wp-image-2813\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/3-1024x444.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/3-300x130.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/3-768x333.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/3-1536x667.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/3-2048x889.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Feedier is a powerful voice of the customer platform that allows you not only to collect different types of VoC data but also analyze and make sense of them.&nbsp;<\/p>\n\n\n\n<p>Feedier lets you create different surveys and send them to customers. On top of that, you can also import other feedback data like reviews, support tickets, and so on. The tool will then analyze and deliver insights from all this data, allowing you to process more than just feedback data to learn more about your customers&#8217; experience.<\/p>\n\n\n\n<p>However, because of its complexity, Feedier is probably, best suited for large companies with multiple products, units, teams, etc., and an equally large data set that needs processing. If you only plan to run and analyze survey data, then the other tools I\u2019ve mentioned on this list are probably, a much better fit.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#8. Mopinion<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"489\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/4-1024x489.png\" alt=\"Voice of the customer platform for customer feedback.\" class=\"wp-image-2814\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/4-1024x489.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/4-300x143.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/4-768x367.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/4-1536x733.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/4-2048x978.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Mopinion is another customer feedback tool that allows you to build surveys and place them in front of your website visitors in the app and send it to them via email. What\u2019s interesting about Mopinion is that the company\u2019s three core capabilities allow you to launch question-based surveys. This way, you are not restricted by the standard format of surveys like NPS or CES but can inquire directly whether customers have enjoyed your product, achieved their goal on the website, etc.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#9. Mention<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"572\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/5-1024x572.png\" alt=\"Social media listening tool for VOC program.\" class=\"wp-image-2815\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/5-1024x572.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/5-300x168.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/5-768x429.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/5.png 1224w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Mention is by far the most well-known tool for listening to customers on social media and the web. With Mention, you set up alerts for different keywords &#8211; these could relate to your brand, products, or anything else that would help you identify that a conversation is about you.&nbsp;<\/p>\n\n\n\n<p>The platform, in turn, will continuously monitor social media and the web for any such mentions and alert you of those.&nbsp;<\/p>\n\n\n\n<p>With such data, you can monitor the overall sentiment towards your brand, see directly what customers say when they\u2019re telling others about you, etc. You can also uncover trends in those conversations, see what customers enjoy about you, and what experiences leave them a little cold.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#10. Hootsuite<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"638\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/6-1024x638.png\" alt=\"Another social media monitoring tool for voice of the customer insights collection.\" class=\"wp-image-2816\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/6-1024x638.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/6-300x187.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/6-768x478.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/6-1536x957.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/6.png 1538w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Hootsuite is an all-in-one platform for managing social media presence. At its core, the tool focuses on allowing you to post, publish, share, and analyze your company\u2019s social media presence. But as part of its impressive suite of tools, Hootsuite also offers a social monitoring tool. This capability allows you to monitor social media for specific topics, mentions, and so on.&nbsp;<\/p>\n\n\n\n<p>Much like with insights delivered by Mention, you can use this tool to keep track of what customers say about you online, how they refer to your product, how they describe their experiences with you, and so on.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#11. Brandwatch<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"499\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/7-1024x499.png\" alt=\"Brandwatch for monitoring social media for customer opinions.\" class=\"wp-image-2817\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/7-1024x499.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/7-300x146.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/7-768x374.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/7.png 1392w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Brandwatch is another social listening tool that\u2019s perfect for collecting valuable voice of customer insights. And the platform offers some incredible features for that. With Brandwatch, you can monitor and collect all the posts, comments, and conversations that are related to your brand or product. You can filter and categorize those to start gaining insights. Brandwatch also gives you access to AI-powered analytics that can help you spot trends and gain valuable insights at scale. Finally, with powerful integrations, you can share what you\u2019ve learned with relevant people in your organization and turn this customer feedback into actionable insights.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#12. InMoment<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"414\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/8-1024x414.png\" alt=\"VoC software to analyze customer reviews.\" class=\"wp-image-2818\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/8-1024x414.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/8-300x121.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/8-768x311.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/8-1536x621.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/8.png 1902w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Tools like Mention or Brandwatch are perfect for monitoring what customers say about you online. In some cases, this might also mean reviews they leave on the web. However, if you want to dive really deep into those, and uncover trends and insights that could help you improve customer experience, then InMoment might be the right tool for you.<\/p>\n\n\n\n<p>InMoment is an incredibly powerful voice of the customer tool. It\u2019s also one of the leading such platforms on the market, offering its one proprietary methodology called Experience Improvement (XI).&nbsp;<\/p>\n\n\n\n<p>InMoment describes XI as \u201c<em>a unique combination of leading-edge technology and decades of human expertise combined to help businesses create effective and profitable programs that improve experiences at the intersection of value\u2014where customer, employee, and business needs meet.<\/em>\u201d&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#13. MonkeyLearn<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"707\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/9-1024x707.png\" alt=\"VoC program text analysis tool.\" class=\"wp-image-2819\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/9-1024x707.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/9-300x207.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/9-768x530.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/9.png 1174w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>MonkeyLearn is an Ai-powered text analytics tool that makes it super easy to clean, label, and visualize customer feedback. With MonkeyLearn, you can quickly make sense of the large voice of the customer data sets. You can spot trends, go granular and discover specific sentiments, categorize your feedback, look for specific mentions or issues, and more.<\/p>\n\n\n\n<p>When using MonkeyLearn, you get access to pre-built machine learning models, topic classifiers, sentiment analysis tools, and more. In short, MonkeyLearn is a true powerhouse for analyzing text-based feedback and making sense of it all.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#14. CustomerGauge<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"564\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/10-1024x564.png\" alt=\"Another tool to analyze voice of the customer data.\" class=\"wp-image-2820\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/10-1024x564.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/10-300x165.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/10-768x423.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/10.png 1348w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>CustomerGauge is another tool dedicated to taking all your voice of the customer data and analyzing it.&nbsp;<\/p>\n\n\n\n<p>However, aside from delivering powerful and actionable insights, the tool\u2019s primary VoC platform that they call, Account Experience does one other amazing thing. It automatically distributes all key data to your front-line managers and does so in real-time. As a result, you and your team can make crucial decisions, the ones that can help you prevent churn, drive more revenue, and more.<\/p>\n\n\n\n<p>That said, just like several other tools on this list, CustomerGauge\u2019s complexity makes it an ideal solution for large companies. In fact, the platform\u2019s ROI tool doesn\u2019t even have an option for calculating the return on investment of revenue lower than $10M annually. That\u2019s something worth considering when evaluating this tool as a potential voice of the customer platform for your business.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#15. Verint ForeSEE<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"494\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/11-1024x494.png\" alt=\"Best all-in-one voice of the customer platform.\" class=\"wp-image-2821\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/11-1024x494.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/11-300x145.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/11-768x370.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/11-1536x740.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/11.png 1803w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Verint ForeSEE is a complete voice of a customer tool that allows you to track, analyze, and improve customer experience across the entire buyer\u2019s journey. As a result, ForeSEE is a huge and complex platform with several products under the hood. As the company states on its site, \u201cThe missing element isn\u2019t one thing; it\u2019s<em> seeing everything. Verint Experience Management can provide you with the data, structure, and clarity to drive operational- and strategic-level decisions across departments<\/em>.\u201d<\/p>\n\n\n\n<p>To do that, ForeSEE allows you to capture experience data across all channels, including social media. With the platform, you can run various types of surveys too and bring other data from across the organization &#8211; contact center, chat sessions, customer-initiated web feedback, flexible surveys, and digital behavior on web sessions &#8211; to get a complete, holistic view of the customer experience.<\/p>\n\n\n\n<p>And then, you can analyze the data with the help of the company\u2019s proprietary Da Vinci AI.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#16. Medallia<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"571\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/12-1024x571.png\" alt=\"A complete tool for collecting and analyzing voice of the customer.\" class=\"wp-image-2822\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/12-1024x571.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/12-300x167.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/12-768x428.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/12.png 1529w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Medallia is probably the most well-known all-in-one voice of the customer platform, and for a reason. The tool offers an incredible amount of features and capabilities that allow businesses to gain actionable customer experience insights across the entire buying journey.&nbsp;<\/p>\n\n\n\n<p>With Medallia, you can capture insights &#8211; both operational and experience data, engage with customers on every channel (even including IVR systems,) analyze all that data, and use it to predict customer behavior, all to improve and design incredible customer experiences.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>And there you have it\u2026<\/strong><\/h2>\n\n\n\n<p>Fifteen amazing voice of customer tools that can help you learn more about your customers&#8217; experience discover what you\u2019re doing right, and what aspects of their experience you should improve.&nbsp;<\/p>\n\n\n\n<p>So, all that\u2019s left is to go through those tools, pick the ones that sound like something you\u2019d like to use, and give them a try.&nbsp;<\/p>\n\n\n\n<p>Good luck!<\/p>\n\n\n\n<!-- Get to know your users -->\n<div class=\"reusable-block\">\n<span class=\"reusable-block__heading\">Get to know your users<\/span>\n<span class=\"reusable-block__text\">Refiner is a customer survey tool for web and mobile applications. Collect more user insights with perfectly timed in-app surveys, automate actions based on survey responses, and quickly find gaps in the understanding of your users.<\/span>\n<a class=\"reusable-block__link\" href=\"https:\/\/refiner.io\/\" rel=\"noopener noreferrer\" target=\"_self\">\nDiscover Refiner\n<\/a>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Voice of the Customer Tools &#8211; FAQ<\/h2>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1752660287066\"><strong class=\"schema-faq-question\">What is the best tool for real\u2011time in\u2011app feedback?<\/strong> <p class=\"schema-faq-answer\">That\u2019s <strong>Refiner<\/strong>, it adds contextual microsurveys inside your app with instant dashboarding.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1752660310533\"><strong class=\"schema-faq-question\">Which tool do I choose for enterprise\u2011grade VoC?<\/strong> <p class=\"schema-faq-answer\">Go with <strong>Qualtrics<\/strong> or <strong>Medallia<\/strong>, they support rich analytics, cross-channel input and complex workflows.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1752660333208\"><strong class=\"schema-faq-question\">Which tool is best to analyze customer comments using AI?<\/strong> <p class=\"schema-faq-answer\"><strong>Clarabridge<\/strong> excels at analyzing sentiment from open-text entries across platforms.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1752660355493\"><strong class=\"schema-faq-question\">Which VoC tool is best to gather feature suggestions and votes?<\/strong> <p class=\"schema-faq-answer\"><strong>UserVoice<\/strong> or <strong>Canny<\/strong> are made for collecting ideas and tracking community demand.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1752660379873\"><strong class=\"schema-faq-question\"><\/strong> <p class=\"schema-faq-answer\"><\/p> <\/div> <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Are you planning to launch a voice of the customer program (VoC) and wonder what tools and software you should use? You know, cliche as it sounds, it\u2019s true &#8211; It\u2019s almost impossible to run a successful SaaS today without putting a huge emphasis on customer experience.&nbsp; Customer expectations for what they get from us [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/refiner.io\/blog\/voice-of-the-customer-tools\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":2828,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"refiner_sidebar_werbeblock":"1222","footnotes":""},"categories":[13],"tags":[],"class_list":["post-2807","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-software-advice"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>15 Best Voice of the Customer (VoC) Tools and Software<\/title>\n<meta name=\"description\" content=\"Discover the best voice of the customer tools on the market today. Learn what voice of the customer software to use to measure customer experience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/refiner.io\/blog\/voice-of-the-customer-tools\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"15 Best Voice of the Customer (VoC) Tools and Software\" \/>\n<meta property=\"og:description\" content=\"Discover the best voice of the customer tools on the market today. Learn what voice of the customer software to use to measure customer experience.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/refiner.io\/blog\/voice-of-the-customer-tools\/\" \/>\n<meta property=\"og:site_name\" content=\"Refiner Blog\" \/>\n<meta property=\"article:published_time\" content=\"2022-10-14T13:33:41+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-01-19T08:29:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/Voice-of-the-customer-tools-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"848\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Moritz Dausinger\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@mdausinger\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Moritz Dausinger\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"18 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/refiner.io\/blog\/voice-of-the-customer-tools\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/refiner.io\/blog\/voice-of-the-customer-tools\/\"},\"author\":{\"name\":\"Moritz Dausinger\",\"@id\":\"https:\/\/refiner.io\/blog\/#\/schema\/person\/55632335b069a1d4a08cfd16de5d4dd2\"},\"headline\":\"16 Best Voice of the Customer Tools in 2024\",\"datePublished\":\"2022-10-14T13:33:41+00:00\",\"dateModified\":\"2026-01-19T08:29:05+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/refiner.io\/blog\/voice-of-the-customer-tools\/\"},\"wordCount\":3337,\"publisher\":{\"@id\":\"https:\/\/refiner.io\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/refiner.io\/blog\/voice-of-the-customer-tools\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/Voice-of-the-customer-tools-1.png\",\"articleSection\":[\"Software Advice\"],\"inLanguage\":\"en-US\"},{\"@type\":[\"WebPage\",\"FAQPage\"],\"@id\":\"https:\/\/refiner.io\/blog\/voice-of-the-customer-tools\/\",\"url\":\"https:\/\/refiner.io\/blog\/voice-of-the-customer-tools\/\",\"name\":\"15 Best Voice of the Customer (VoC) Tools and Software\",\"isPartOf\":{\"@id\":\"https:\/\/refiner.io\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/refiner.io\/blog\/voice-of-the-customer-tools\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/refiner.io\/blog\/voice-of-the-customer-tools\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/10\/Voice-of-the-customer-tools-1.png\",\"datePublished\":\"2022-10-14T13:33:41+00:00\",\"dateModified\":\"2026-01-19T08:29:05+00:00\",\"description\":\"Discover the best voice of the customer tools on the market today. 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