Voice of the Customer Tools: Listen to Customers Effectively

Think you know what your customers want?

If you’re collecting their feedback, you probably do. If not, you’re guessing. And that’s a risk.

That’s where Voice of Customer (VoC) tools help.

They show you exactly how customers feel, what they expect, and how to improve their experience, all from one simple VOC dashboard.

With the right VoC tool, you can:

• Gather insights
• Spot friction points
• Make smarter decisions

In this blog, we’ll explore 11 top VoC tools with features, pros, cons, and pricing to help you choose the best fit and start building better customer experiences.

Let’s dive in.

What Is Voice of the Customer (VoC)?

Voice of the Customer (VoC) is the process of collecting, analyzing, and acting on customer feedback to understand what they truly think, feel, and expect from your brand.

It goes beyond just reviews or survey results; it’s about listening to customers across touchpoints (like support calls, social media, emails, or surveys), identifying pain points and opportunities, and using those insights to improve their experience.

So, what are VoC tools?

What are the Voice of the Customer Tools?

A VoC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data. These tools come with built-in applications to collect feedback, analyze texts and sentiments, provide visual analytics, and more. 

The ultimate aim of using it is to derive insights, make data-driven business decisions, and create exceptional customer experiences.

But, What Should You Look For in a Great VoC Tool?

A perfect tool must compulsorily give you systematic insights for growth. It has must-have features that support you in 3 core functional areas:

1. Data Collection

Customer data is very critical to learning how your customers value your products and services and what they think of your brand in general. 

You may find it easy to collect data manually from a hundred customers. But what about collecting data from customer feedback in thousands? Managing that data can be a real hassle.

That’s where a VoC tool helps. It not only automates the entire process of capturing customer feedback, but it also gathers it from multiple channels like websites, in-app, social channels, surveys, emails, etc, and stores them in one place.

2. Data Analysis

Now that you’ve collected the feedback, it’s time to analyze it.

Because, when the feedback is captured in thousands, it is impossible to process all this data manually or using a spreadsheet or other legacy software. 

A VoC tool does this in a matter of seconds. It automatically generates valuable insights and statistical reports from the data collected to show you customer trends, sentiments, customer segments, and competitor performance.

3. Action and Reporting

There is no point in capturing customer feedback if you are not going to take any action on it. 

But, how would you know what to do with these insights?

Well, an efficient voice of the customer tool helps you with it. It gives you valuable insights that will help you make your case in front of the stakeholders. Moreover, post discussing the issues with the relevant teams, you can remove the issue from the core and close the feedback loop with the customer.

Top 11 Voice of the Customer Tools in 2025

To save you time and effort, we’ve shortlisted a list of the top VoC tools from the market based on their quality, cost-effectiveness, and performance. These tools will help you understand your customers better and improve customer retention with VoC.

1. SurveySensum

SurveySensum is a powerful Voice of Customer (VoC) platform that helps you collect, analyze, and act on customer feedback across multiple touchpoints seamlessly. Whether you want to improve product experiences, enhance customer service, or increase retention, SurveySensum gives you the tools to capture feedback across surveys, emails, SMS, chat, and more — all in one place.

But it’s not just a VoC tool. You also get expert CX consultation at no extra cost, helping you craft the right surveys, extract actionable insights, and align feedback strategies directly with your business KPIs.

From essentials like real-time dashboards, cross-tab analysis, and DIY survey building to advanced capabilities like AI-powered text analytics, a closed-loop ticketing system, and multi-language support, SurveySensum empowers you to close the feedback loop faster and drive meaningful CX improvements that boost retention and revenue.

SurveySensum Key Features

• CX Consultation
• Text analytics software
• 2-hour SLA support guaranteed
• Transparent and affordable pricing
• Real-time customizable dashboards
• Advanced Reporting 
• Integrations (along with data import)
• On-site support
• Closed-loop capabilities 
• Real-time ticketing system

Free Plan Features

• Unlimited survey templates
• Survey white labeling
• Unlimited surveys 
• Unlimited users
• Unlimited touchpoints 
• Unlimited Ad Hoc research

Pricing

In the free plan, you get 1,500 survey responses/month and 30,000 emails/month. Along with that, you also receive website integrations, unlimited surveys, unlimited users, and unlimited questions. The paid plan starts from $299/month and goes higher with survey responses.

Capture voices across every touchpoint, uncover hidden insights, and close the loop – all from one intuitive dashboard with SurveySensum!

2. Qualtrics

Qualtrics is one of the widely used platforms to capture feedback and close the loop. This VOC tool helps you optimize your profit, transform your products and services, identify customer priorities, and build new concepts.  

With automated survey technologies, Qualtrics comes with 100+ customizable questions. The AI-powered survey tool allows you to share your surveys with anyone as it is portable, mobile-friendly, and responsive. 

Best Features

• Ultimate Listening: It enables you to capture real-time feedback and extract text from it instantly. It has 27 channels and 128 sources to feed data into a centralized platform to generate insights. 

• Predictive AI: The predictive AI engine provides quick insights in real-time to identify customer trends and patterns. It points out areas of concern and helps you improve them with the help of AI.  
• Automated Actions: This intelligent feature recommends action plans in real-time to the right person. It helps in closing the loop and increasing customer satisfaction.

Pricing: 

• It offers a free version and a free trial. 
• Please reach out to Qualtrics to know their price.

3. MonkeyLearn

MonkeyLearn is one of the most versatile VoC analytics apps that provide accurate feedback analysis reports. It is a text-analysis platform that gives you the data visualization to restructure and simplify your customer experience.  

MonkeyLearn is best suited for small and medium companies to automate customer support, feedback management, and pricing optimization. A user-friendly dashboard provides sentiment analysis reports, negative and positive tagging, and real-time insights. 

Best Features

• Text Classification: Monkeylearn’s text classifier is a great feature that comprises text labeling tools, sentiment analysis tools, and intent detection tools that will help you interpret the text data in no time.

• Text Extraction: This automated text extraction process helps you structure your data and identify critical texts, tags, etc., in seconds using machine learning. Keyword extraction tools, feature extraction tools, and entity extraction tools are the key takeaways for you. 
• Integrations: Connect with hundreds of communication apps, productivity apps, survey apps, and customer support apps seamlessly.

Pricing:

• The basic plan starts from $299 for teams with 10 thousand queries per month and 3 seats.
• Free trial available  

4. Thematic

Thematic is an AI-powered Text Analytics solution that analyses and extracts text from customer feedback. This VoC analytic app evaluates the meaning of texts and classifies them into themes.

Thematic insights generate results against the trends and patterns in the themes, enabling you to create data visualizations. It also integrates easily with most third-party tools. Unified data analytics, text and sentiment analytics, analysis and reporting, theme customization, data filters, and real-time alerts are some of the popular functions of Thematic.

Best Features

• Unified Data Analysis: Thematic provides you with one-click integrations to multiple feedback systems. Extract and analyze data safely from online portals, reviews, surveys, and chat messages effortlessly. 
• Text and Sentiment Analysis: Thematic uses themes to tag feedback and sentiments. A search tool in it helps you identify similar themes, allowing you to control and tag themes, and generate insight from them. 
• Analysis and Reporting: Use filtering controls in the analysis tools to refine and cluster your search results.

Pricing:

• Offers a free trial
• The basic plan starts at $500/month for 1000 feedback/month and includes 3 user accounts.

5. Lexalytics

Lexalytics has hosted three tools to analyze text and transform them into resourceful data: – Salience is an on-premise NLP that uses sentiment analysis to extract data from feedback and identify the sentiment, tone, intent, etc. Semantria is a cloud-based tool to recognize natural languages from words. Semantria Storage and Visualization (SSV) allows you to collect, store, and analyze texts to generate reports and structure data to identify trends. 

Best Features

• Text Analytics for Robotic Process Automation: Get precise and accurate analytical data to resolve customer issues and tickets quickly. 
• Unlimited Support: Lexalytics offers personalized apps for compliance solutions and top-tier support for training and integrations.
• Sentiment Analysis: Using a multi-layered analysis tool, it detects customer intent in feedback by breaking text into components and pinpointing sentiments from each part.

Pricing:

• Offers a free trial
• The basic plan starts at $999 per month without set-up costs.

Tired of struggling with limited export options? With SurveySensum, export your data in multiple formats like Excel, CSV, PDF, or even ready-to-present PPTs – all with customizable filters and segmentation. Say goodbye to manual reporting!

 6. Zonka Feedback

Zonka Feedback is a Voice of Customer Survey tool designed for businesses of all sizes to collect customer feedback at every touchpoint. It enables you to collect customer insights about their thoughts, expectations, requirements, and how they perceive the experience you provide them.

With Zonka Feedback, you can create any type of survey and send it to your customers through multiple channels like SMS, emails, website, Android tablets, and smartphones. The tool allows you not only to collect customer insights but also to work on them to fulfill customers’ requirements, resolve their issues, and close the feedback loop to improve their experience. Here are some pros and cons of the tool.

Pricing:

• Offers a free trial for 15 days.
• Basic plans start from $79/month for unlimited responses and 10000 emails.

7. Medallia

Medallia is an award-winning SaaS platform used to improve the customer experience exponentially. It comes with advanced features, capabilities, and tools to analyze and monitor the touchpoints at every stage. It uses social media, emails, messaging apps, in-app tools, and other digital mediums to collect and monitor data, patterns, and feedback. 

The highly sophisticated AI helps you detect customer trends and use machine learning to solve issues. Real-time alerts, insights, and notifications enable you to make wiser decisions on time. It uses surveys to combine surveys and analytics to generate detailed reports and sentiment analysis to detect customer patterns. 

Best Features

• Text Analytics and Machine Learning: Text analytics and machine learning allow you to improve customer experience and satisfaction exponentially by understanding customer behavior, trends, and sentiments.
• Risk Scoring: Get detailed insights on customers who are at risk of leaving you. Also, identify the factors driving them to leave your organization using neural-network-based predictive models. 
• Integrations: Automate your workflow and integrate with high-end tools effortlessly with Medallia. You can integrate with Slack, Workplace, etc., to collaborate better.

Pricing:

• Offers free trial.
• Contact the Medallia sales team to know more about pricing.

8. Clarabridge

Clarabridge is one of the most versatile experience management solutions that provide in-depth statistics and analytics on customer experience. The NLU of Clarabridge examines the actual words used in all the communication platforms to generate detailed analysis reports. The text analysis tool reveals the sentiments associated with each feedback for a comprehensive understanding. 

Best Features

• Pre-built and Configurable Topic Models: It automatically organizes keywords used for communications in your industry. 
• Sentiment Analysis: Recognize the feedback tone from text and other feedback quickly with this tool. It lets you know the emotion conveyed through the text. 
• Topic Detection and Categorization: The tool tags negative, positive, and neutral responses and categorizes them automatically.  
• Emotion and Empathy Analysis: Clarabridge uses more than 50+ emotion assessments to understand what the customer tries to communicate in every feedback.

Pricing:

• Offers a free trial for 14 days
• For detailed pricing information, contact customer service at Clarabridge. 

9. Confirmit

Confirmit is one of the powerful VoC analytics apps that uses multi-channel data collection methods to analyze feedback and restructure data. It provides you with robust and in-depth insights to transform your customer experience.

Also, helps in creating data visualizations easily from the gathered. Thus, it is best suited for industries of all sizes and types.

Best Features

• Analytics Solutions: You can generate high-end analytics insights and reports from Confirmit’s analytical solution. You can convert them into insightful business decisions. 
• Action Management: It gives you recommendations to close the loop at the earliest and improve customer satisfaction using survey results. 
• Advanced Survey Design: The advanced functionalities not only support VOC but also programs like voice of the employees and more.

Pricing: 

• Confirmit does not provide a free trial.
• Contact customer support for exact pricing details.

10. Verint ForeSEE

Verint ForeSEE is a real-time VoC tool with accurate multichannel analytics. Close the feedback loop immediately using the action plans to improve the reliability and quality of your services. 

Verint is an easy-to-use tool that helps you move beyond surveys. It produces detailed analytical reports from feedback on every touchpoint of the customer’s journey. The leverage of using advanced AI to automate feedback collection and analysis helps companies create action plans instantly. 

Best Features

• Centralized Insights: The VOC tool helps you drive results with insightful data from all the sources and touchpoints.
• Automated Analysis: Replace your manual and laborious feedback analysis management with automated text and sentiment analysis that offers error-free insights in seconds. 
• Strategies to Drive Action: Verint provides you with action plans and helps you improve your customer experience and loyalty faster. It improves conversions and involves people of all levels as a team.

Pricing: 

• Verint does not offer a free trial. 
• Contact Verint ForeSEE to get accurate pricing details on the tool.

Need assistance? Whether it’s a technical issue or product walkthrough, SurvyeSensum’s 2-hour SLA ensures help is always within reach!

11. NICE Satmetrix

Another VOC analytics app is Nice Satmetrix which helps you make wiser decisions on time using AI and analytics. With omnichannel data and voice data, you can make real-time decisions and actions to transform the customer experience to another level. 

Nice Satmetrix eliminates blind spots and increases customer happiness. You can integrate VoC with legacy applications or systems to distribute real-time data. 

Best Features

• Digital-first Omnichannel Feedback: Collect feedback and generate insights from every touchpoint and text. It helps you reach more customers and increase the conversion rate from multiple channels. 
• Text, Speech, and Sentiment Analytics: It analyzes text and speech from multiple channels to provide details on trends and tone with the help of a natural language processor.

Pricing:

• Do not offer a free trial. 
• Contact SATMETRIX’s sales support to learn more about their pricing. 

Wrapping Up!

As far as a business is concerned, knowing your customers is of utmost importance and cannot be ignored at all. VOC tools help you with just that.

They reduce your workload and help you know what your customers think about you, what their expectations are, what their likes and dislikes are, etc.

So, before choosing a VoC tool, make sure it checks all the boxes. List down the objectives you wish to achieve through these tools, then compare them with the features of the tool and see if they will help you be successful in achieving your goals. Then, you will be able to select the right software for your business.

Leverage SurveySensum’s CX consultants to go from feedback collection to meaningful action — all aligned with your business goals!

FAQs on Voice of Customer Tools

Voice of Customer (VoC) tools are software or platforms used to collect, analyze, and act on customer feedback across various touchpoints.

VoC tools are best suited for:

• Identifying customer pain points
• Measuring customer satisfaction and loyalty
• Uncovering unmet needs
• Prioritizing product or service improvements
• Informing decision-making with real-time data.

For example, SurveySensum’s AI-powered VoC platform allows businesses to:

• Collect feedback across channels
• Analyze large volumes of text data instantly
• Detect trends, complaints, and customer sentiment
• Close the loop with customers.

A Voice of the Customer system is an end-to-end solution that:

• Captures feedback from surveys, support chats, reviews, social media, etc.
• Analyzes feedback using AI, sentiment analysis, and tagging
• Report insights in dashboards for different teams
• Acts by triggering workflows or alerts to resolve issues and improve experiences.