Voice of the Customer tools are becoming a top priority among online companies. This is mostly attributed to the fact that these tools have become a critical element in customer experience initiatives. These customer feedback tools make it easy for visitors to communicate about their customer experience directly and help avoid interrupting the online journey. They are also great for collecting ‘in-the-moment’ feedback. Usual there are complicated systems, integrated into companies CRM‘s, using AI for the analysis. In most cases these systems can use and partly “understand” data from text messages (like social networks, letters, etc.). Also, these systems cannot be integrated into smaller projects in easy way. And these systems are expensive.
Type: Customer Experience Management (CEM) Platform Ease of Use for customer: Easy Ease of administration: Complicate Customization, native language: Small Advantages: Powerful, universal Disadvantages: Complex, hardly customizable Most relevant to actors: Business; Academia; Policy makers Purpose: Design/prototyping; Assessment (examples); Networking