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Finding Your Customers Voice to Enhance Your Business

Takeaways after co-hosting the New York Customer Experience Meetup on best practice case studies on Voice of Customer analytics.
NY Customer Experience Meetup, April 19th 2018

Last month, we co-hosted the New York Customer Experience Meetup. There were 40+ CX professionals in attendance. We shared best practice case studies on Voice of Customer analytics and also hosted a fireside chat with Albert Hu, Senior Analytics Manager at Jet.com. Here are some of the takeaways from the event.

1. Running a low effort Voice of Customer program

You don’t need a big budget or a lot of time to get started with Voice of Customer analysis. Here are some quick approaches you can try

You can do these activities on your own or invite other company stakeholders to join you during a session. These approaches can yield quick insights but you also have to be careful to avoid using isolated anecdotes to drive major business investments. It’s best to confirm your initial findings by analyzing a larger sample of customers.

2. Getting more support from across the organization

Many CX leaders have difficulty getting budget to invest in Voice of Customer (VOC) programs. Another challenge is getting different stakeholders (e.g. Product, Operations, etc) to implement the recommendations from a Voice of Customer report. Here are some techniques to overcome this

3. The future of Voice of Customer analysis

Here are some trends that will impact the evolution of VOC analysis

At Chatdesk, we recently launched a solution to make it easy to run a Voice of Customer program — Chatdesk Trends automatically tags customer feedback in real time across all channels (e.g. product feedback, sentiment). We’re working with companies in a variety of industries including clothing, beauty, bedding and more. Our customers are using their Trends dashboard to reduce churn, optimize product merchandising and increase self service.

Chatdesk Trends—Automatically tags customer feedback in real time across all channels

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