20 Best Voice of Customer Platforms for Businesses: 2025

Ever wish your customers would just tell you exactly what they want? Good news, they already are. You just need the right Voice of Customer (VoC) tool to decode their feedback from reviews, chats, tweets, surveys, and maybe even that one angry email written in all caps. In this guide, we’ve shortlisted 20 of the best Voice of Customer platforms that help you listen, interpret, and act, without needing a crystal ball or psychic hotline. Let’s dive in and find out what your customers really think (spoiler: it’s not always “great job!”).

20 Top Voice of Customer Platforms for 2025

Let’s explore our list of the best Voice of Customer platforms and tools built for various business needs and scenarios. 

1. Crescendo.ai

Best for: Advanced AI-Powered Voice of Customer (VoC) platform built for customer service tickets across chat, phone, SMS, and email channels.

Why we selected it: Crescendo.ai’s automated AI-powered CSAT and conversation-level sentiment detection are the most unique features among all other Voice of Customer platforms. It's incredibly accurate across chat, email, and phone. 

Its ability to summarize reasons behind human handoffs and smart categorizations gives businesses deep operational insights.

Website link: Crescendo.ai/VoC

Top Features

• Automated CSAT Scoring
  CSAT is automatically calculated by AI for 100% of customer interactions, no need to rely on low-response manual surveys. The AI analyzes tone, sentiment, resolution speed, keyword patterns, and how the conversation ends to generate an accurate, unbiased satisfaction score for each ticket. This provides deeper insight into customer experience without disrupting the user journey.
  
  
• Smart Categorization
  Each ticket is automatically categorized based on the nature of the query, sentiment, and outcome. This helps you identify recurring issues, trending topics, product feedback, or feature requests, without needing to manually tag conversations. The system also flags conversations that typically lead to escalations, refunds, or churn risks.
  
  
• AI-Detected Hand-off Reasons
  Crescendo.ai pinpoints exactly why a conversation was escalated to a human, be it emotional tone, complex issues, account-specific concerns, or system limitations. This helps support teams reduce unnecessary handoffs and improve AI handling efficiency over time.
  
  
• Time-Based Ticket Reports
  View support trends by month, week, day, or even hour. Spot seasonal spikes, campaign-related surges, or downtime-related inflows to plan staffing and improve resolution SLAs accordingly.
  
  
• Comprehensive VoC Dashboards
  Get AI-powered overviews and customizable reports on customer sentiment, top complaint drivers, team performance, and product issues, all in one place. These insights empower customer support, product, and leadership teams to take data-driven action.

2. Medallia

Best for: This enterprise-level Voice of Customer(VoC) platform is built to provide real-time feedback collection across touchpoints.

Why we selected it: Medallia stands out for its closed-loop feedback workflows and real-time alerts, which help businesses act on low NPS scores instantly across large teams.

Website: medallia.com/voice-of-the-customer 

Top Features

• Real-Time Survey Feedback
  Capture feedback at every touchpoint—online, offline, or in-app—using short surveys via email, web, or SMS. Medallia’s predictive analytics engine helps prioritize responses that signal churn risk or dissatisfaction.
  
  
• AI-Powered Text Analytics
  Automatically analyze open-text survey responses, reviews, and chat transcripts to detect trends, emotions, and sentiment at scale. Common topics and pain points are clustered for easy team visibility.
  
  
• Role-Based Dashboards
  Customizable dashboards for agents, managers, and executives help translate customer feedback into frontline actions, process improvements, and strategic initiatives.
  
  
• Journey Analytics
  See how different customer segments move through the customer journey. Identify drop-off points, high-friction steps, or opportunities to improve experience across web, support, and product flows.
  
  
• Closed-Loop Feedback Management
  Automatically trigger follow-ups for low-scoring responses. This helps customer service teams resolve issues quickly and close the loop with unhappy customers to prevent churn.
  
  

3. Qualtrics XM (Experience Management)

Best for: End-to-end Voice of Customer (VoC) + employee + product feedback platform for large enterprises.

Why we selected it: We loved how Qualtrics stitches together multi-channel feedback into a single “Experience iD.” It helps teams personalize follow-ups based on behavior and emotion, not just scores.

Website: Qualtrics.com 

Top Features

• Multi-Channel Feedback Collection
  Collect VoC data via web intercepts, mobile apps, social media, and email campaigns. Qualtrics adapts survey flows based on customer actions and responses for better engagement.
  
  
• Natural Language Processing (NLP)
  Automatically analyze text-based data—open-ended survey comments, reviews, or chatbot transcripts—to surface intent, emotion, and urgency.
  
  
• Experience iD (XID)
  A unified profile for each customer that brings together every interaction and sentiment across channels. Ideal for hyper-personalized follow-ups or predictive churn prevention.
  
  
• Root Cause Analysis
  Go beyond scores. Find out why NPS, CSAT, or CES are dropping. Drill into underlying causes using AI-powered correlation engines.
  
  
• Voice Analytics for Contact Centers
  Monitor call center transcripts and flag conversations with high emotional intensity or negative sentiment. Route these to the right team for faster resolution.
  
  

4. SurveyMonkey 

Best for: Easy-to-deploy VoC surveys for startups and SMBs.

Why we selected it: SurveyMonkey is ideal for quick customer satisfaction surveys. It’s intuitive, fast to deploy, and built for small teams needing structured feedback without the overhead.

Website: SurveyMonkey.com  

Top Features

• Pre-Built VoC Templates
  Use professionally designed templates for NPS, CSAT, CES, onboarding feedback, and product reviews. Surveys can be embedded in emails, websites, or shared via link.
  
  
• Real-Time Dashboards
  Visualize feedback responses instantly through charts, filters, and cross-tabs. Easily export reports for internal stakeholders or clients.
  
  
• Survey Logic & Personalization
  Ask relevant questions to each user based on their previous answers. Improve response rates and data quality with personalized branching logic.
  
  
• Multi-Channel Sharing
  Deploy surveys via email, web pop-ups, chatbots, or QR codes. SurveyMonkey works well even without deep integrations, making it startup-friendly.
  
  
• Basic Sentiment Insights
  While not as advanced as enterprise tools, SurveyMonkey does offer sentiment trends and open-text response tagging using simple keyword mapping.
  
  

5. Zonka Feedback

Best for: On-premise and real-time feedback for customer-facing industries like retail, healthcare, and hospitality.

Why we selected it: Zonka helped us capture in-person feedback at physical locations using tablets. Its offline mode and real-time staff-level reports were game-changers for field operations.

Website: Zonkafeedback.com 

Top Features

• In-the-Moment Feedback Collection
  Capture customer feedback via kiosks, tablets, or SMS at physical locations—ideal for restaurants, clinics, and service counters.
  
  
• CSAT, NPS, and CES Tracking
  Track customer satisfaction, loyalty, and effort scores with visual dashboards that support time-based trends and employee-level breakdowns.
  
  
• Multilingual Surveys
  Customize surveys in multiple languages to engage local customers and international visitors alike.
  
  
• Automated Alerts & Workflows
  Get notified in real time when a customer leaves negative feedback. Set up auto-escalation workflows to notify managers or initiate follow-up.
  
  
• Team & Location Analytics
  View performance reports by staff member, branch, or region. Use this data to coach teams or reward top performers based on VoC outcomes.

6. Clarabridge (now part of Qualtrics)

Best for: Deep text and speech analytics for omnichannel customer feedback.

Why we selected it: We were impressed by how Clarabridge analyzes speech and chat transcripts with emotional granularity. It gives themes like “confusion” or “delight” without the teams having to tag anything manually.

Website: Qualtrics.com/clarabridge/ 

Top Features

• Omnichannel Feedback Analysis
  Clarabridge analyzes feedback from surveys, contact center transcripts, social media, online reviews, and chatbots—all in one platform.
  
  
• Advanced Text & Speech Analytics
  Go beyond sentiment detection with granular emotion, intent, and effort analysis. It identifies root causes, trending complaints, and even sarcasm or frustration in speech.
  
  
• AI-Powered Topic Modeling
  Automatically cluster feedback into themes like “billing issues,” “delivery delays,” or “product defects” to quickly spot emerging problems.
  
  
• Call Center VoC Insights
  Analyze voice recordings and transcriptions to detect agent behavior, emotional escalation, silence gaps, and resolution effectiveness.
  
  
• Case Management and Alerts
  Turn VoC insights into action with built-in workflows, ticket creation, and real-time alerts when customer experience metrics dip below thresholds.
  
  

7. Nice Satmetrix

Best for: Enterprise-grade NPS and VoC tracking integrated with contact centers.

Why we selected it: We chose it for its tight integration with contact centers. The agent coaching tools and customer journey surveys help businesses boost team performance and customer loyalty in parallel.

Website: Nice.com/products/voice-of-the-customer 

Top Features

• Closed-Loop NPS Programs
  Automate NPS collection and follow-ups, linking them to contact center performance and agent behavior.
  
  
• Real-Time Agent Coaching
  Deliver personalized coaching to agents based on the VoC data and customer feedback after each interaction.
  
  
• CX Scorecards & Benchmarking
  Compare customer experience across locations, teams, or campaigns with unified CX scorecards. Benchmark performance against industry standards.
  
  
• Journey-Based Feedback
  Trigger surveys and feedback collection at different touchpoints (e.g., post-purchase, post-call, post-chat) for a holistic view.
  
  
• Custom Reporting & Alerts
  Set thresholds to detect drops in NPS or spikes in negative sentiment and get alerted instantly.

8. Feedier

Best for: Interactive, gamified feedback experiences and actionable VoC insights.

Why we selected it: Feedier makes feedback collection feel less like a chore and more like a conversation. The gamified experience leads to significantly higher response rates.

Website: Feedier.ai 

Top Features

• Gamified Feedback Collection
  Improve engagement with fun, rewarding feedback forms that customers are more likely to complete.
  
  
• Feedback + Operational Data
  Merge VoC with CRM, support, or sales data to get deeper insights (e.g., satisfaction by account value or churn risk).
  
  
• Action-Oriented Dashboards
  Feedier not only collects data—it suggests action points, identifies opportunities, and lets you assign tasks to team members based on insights.
  
  
• Customer Journey Mapping
  Visualize feedback touchpoints across the customer journey and track NPS, CES, and CSAT over time.
  
  
• Secure & Compliant
  GDPR-compliant with data hosting in the EU or US, depending on your region.
  
  

9. Reputation.com

Best for: VoC through online reviews, surveys, and location-based feedback.

Why we selected it: Businesses can use Reputation.com to manage location-specific reviews across Google and Yelp. Its location insights dashboard made it easy to identify which branches needed urgent attention.

Website: Reputation.com 

Top Features

• Online Review Monitoring
  Aggregate and analyze customer reviews from Google, Yelp, Facebook, and industry-specific sites like Healthgrades or TripAdvisor.
  
  
• Location-Level Insights
  Perfect for franchises or multi-location businesses—see VoC performance per branch/store to spot local issues.
  
  
• Surveys + Social Listening
  Send quick surveys via text or email, and combine them with social media sentiment to get a 360° view of brand reputation.
  
  
• Reputation Score
  A proprietary score showing how customers perceive your business online, factoring in reviews, sentiment, and response rate.
  
  
• Competitor Benchmarking
  Compare your brand reputation against competitors using aggregated public data.
  
  

10. SentiOne

Best for: Real-time social listening and AI-powered VoC for digital-first brands.

Why we selected it: We learnt that we can rely on SentiOne to monitor brand mentions across Reddit, YouTube, and Twitter without giving account access. Its sentiment breakdown by emotion is particularly useful during a product launch.

Website: Sentione.com

Top Features

• Real-Time Social Listening
  Monitor mentions of your brand, product, or competitors across social media, forums, blogs, and news sites without needing account access.
  
  
• Sentiment & Emotion Detection
  The AI detects not just whether feedback is positive or negative, but whether it’s angry, disappointed, confused, or delighted.
  
  
• Custom Dashboards & Alerts
  Set up dashboards by campaign, region, or language and receive alerts when sentiment shifts suddenly (e.g., post-launch backlash).
  
  
• Audience Segmentation
  Filter feedback by customer type, demographic data, or geographic region to tailor improvements.
  
  
• Insights API for Automation
  Integrate SentiOne insights into your CRM, helpdesk, or BI tools for automatic categorization and reporting.

11. Confirmit (now part of Forsta)

Best for: Scalable, enterprise-grade Voice of Customer (VoC) and market research programs with advanced data collection and analytics.

Why we selected it: We were impressed to know how Confirmit works for large-scale VoC surveys with complex logic. It handles multilingual feedback across channels and gives detailed analytics without needing external tools.

Website: Forsta

Top Features

• Multi-Channel Feedback Collection
  Collect feedback through web, mobile, telephone, email, SMS, and offline channels. It supports dynamic survey logic, multilingual capabilities, and adaptive questionnaires.
  
  
• Integrated VoC + Market Research
  Combine VoC and traditional research methodologies in one platform. Ideal for businesses that want to understand customer behavior, satisfaction, and market trends simultaneously.
  
  
• Advanced Text Analytics
  Automatically tag and categorize open-ended feedback using natural language processing (NLP). Discover hidden trends, root causes, and emotional tone.
  
  
• Role-Based Dashboards & Alerts
  Custom dashboards for every department—CX, product, marketing, or frontline staff—with real-time alerts based on NPS or satisfaction dips.
  
  
• Closed-Loop Action Management
  Trigger follow-ups or escalations directly within the system. Set SLAs and assign owners to resolve negative feedback and close the loop quickly.
  
  

12. Keatext

Best for: AI-powered Voice of Customer platform for text analytics focused on analyzing unstructured feedback like reviews, surveys, and support tickets.

Why we selected it: Keatext helped many businesses make sense of thousands of open-ended comments from support tickets. We were impressed by how it automatically surfaces common pain points and emotional trends.

Website: keatext.ai

Top Features

• Unified Feedback Analysis
  Import feedback from support tickets, surveys, social media, reviews, or CRM logs to get a consolidated view of what customers are saying.
  
  
• AI-Powered Theme Discovery
  Automatically surface conversation topics, product pain points, or service issues without predefined tags. Keatext’s machine learning engine learns from your data and adapts over time.
  
  
• Sentiment & Emotion Detection
  Beyond positive/negative scoring, Keatext identifies the emotional tone of the feedback—frustration, confusion, excitement—and helps prioritize responses.
  
  
• Collaboration-Friendly Reporting
  Annotate, group, and share insights with stakeholders across departments. Useful for CX, product, and marketing teams to collaborate on improvements.
  
  
• No-Code Interface
  Easily analyze feedback with zero coding or data science knowledge required. Drag-and-drop capabilities simplify report building.
  
  

13. MonkeyLearn

Best for: No-code Voice of Customer platform for text analysis, built for startups and small teams looking to extract insights from qualitative data.

Why we selected it: We loved MonkeyLearn for building custom classifiers to tag NPS responses and support logs. It integrates easily with our internal tools and requires no data science expertise.

Website: Monkeylearn.com 

Top Features

• Customizable Text Classifiers
  Build your own NLP models to tag text data by sentiment, topic, or urgency. Easily integrate it with tools like Zendesk, Google Sheets, Intercom, or Typeform.
  
  
• Pre-Trained VoC Models
  Use pre-built templates to instantly analyze customer feedback, support tickets, NPS comments, and reviews.
  
  
• Real-Time Dashboards
  Visualize the results of your analysis in real time—bar charts, pie charts, word clouds—so you can share actionable insights with stakeholders.
  
  
• Affordable and Easy-to-Use
  Ideal for small teams that need to analyze customer feedback without setting up a full VoC suite or hiring data scientists.
  
  
• API Access for Developers
  Integrate MonkeyLearn into your own platform or workflow via robust APIs for automated VoC pipelines.
  
  

14. Dialpad AI Voice of Customer

Best for: Real-time voice-based Voice of Customer tool that provides insights directly from phone calls and contact center conversations.

Why we selected it: We used Dialpad to track real-time sentiment on customer calls. It gives instant visibility into frustrated callers and helps a business's QA team jump into coaching faster.

Website: Dialpad.com 

Top Features

• Real-Time Call Transcription & Analysis
  Dialpad AI transcribes calls as they happen and provides real-time insights into customer issues, sentiment, and resolution status.
  
  
• Customer Sentiment Detection
  AI automatically flags angry or frustrated callers and highlights parts of the call where sentiment drops—helping managers intervene if needed.
  
  
• Topic Tracking & Trends
  Automatically detects frequently mentioned topics (like billing, shipping, or outages) and tracks their volume over time.
  
  
• Agent Performance Insights
  See which agents get the most negative sentiment calls, talk-to-listen ratios, and resolution times. Use the data to coach agents or optimize scripts.
  
  
• Instant Playback & Search
  Search calls by keywords or sentiment scores. Ideal for QA teams or product teams to find real customer quotes and pain points fast.

15. ReviewFlowz

Best for: Lightweight Voice of Customer(VoC) tool via real-time online review monitoring for SaaS and product teams.

Why we selected it: ReviewFlowz is lightweight but powerful; it kept businesses notified on Slack whenever new reviews come in. It helps SaaS teams stay close to what users say on G2 and Capterra.

Website: Reviewflowz.com

Top Features

• Real-Time Review Monitoring
  Automatically track new reviews across 80+ platforms, including G2, Capterra, Trustpilot, Google, and App Store. Get alerted instantly via Slack or email.
  
  
• Slack & Email Integrations
  Push review alerts directly into your team’s workflow tools, so product, marketing, and support can take immediate action or celebrate wins.
  
  
• Simple Dashboard
  A minimal, no-fuss dashboard that lets you see all reviews in one place. Filter by source, rating, or product to identify trends.
  
  
• Ideal for SaaS & B2B
  Built for SaaS companies that want to keep an ear on review platforms without investing in heavy VoC infrastructure.
  
  
• Team Collaboration
  Assign reviews to relevant team members, reply, or tag for future reference directly from the dashboard.

16. Alchemer (formerly SurveyGizmo)

Best for: Customizable VoC surveys and feedback workflows for mid-market and enterprise teams.

Why we selected it: We selected Alchemer for its flexibility in designing VoC workflows. The ability to push survey data into the CRM in real-time makes a big difference for the CX follow-ups.

Website: Alchemer.com 

Top Features

• Flexible Survey Builder
  Design any type of feedback form—CSAT, NPS, CES, onboarding, churn surveys—with branching logic, embedded scoring, and dynamic fields.
  
  
• Integrates with CRMs & Helpdesks
  Connect with Salesforce, HubSpot, Zendesk, and more to trigger surveys based on actions like ticket closure or product usage.
  
  
• Advanced Workflow Automation
  Automatically escalate negative responses, send thank-you messages, or route insights to the right team via integrations or webhooks.
  
  
• Role-Based Dashboards
  Different stakeholders get access to tailored dashboards: support sees CSAT, product sees feature feedback, and marketing sees brand perception.
  
  
• Text Analytics & Sentiment Scoring
  Analyze open-text responses using NLP to spot sentiment trends, keyword frequency, and topic clusters.
  
  

17. AskNicely

Best for: This VoC platform is designed for frontline teams and customer-obsessed cultures.

Why we selected it: AskNicely helps businesses turn NPS feedback into frontline coaching. The field teams can leverage it to get real-time praise and suggestions straight to their phones after each interaction.

Website: AskNicely.com

Top Features

• Automated NPS Surveys
  Send NPS surveys via email, SMS, or in-app after key interactions. Customize frequency, language, and branding without dev help.
  
  
• Frontline Coaching Tools
  Use customer feedback to coach frontline staff in real time. Share praise, flag concerns, and set improvement goals based on live VoC data.
  
  
• Customer Feedback Loops
  Trigger follow-up actions when someone gives a low score, like sending a personalized email, creating a support ticket, or notifying a manager.
  
  
• Mobile App for Field Teams
  Let field or support reps access live feedback on their phone so they can improve performance on the go.
  
  
• Easy Integrations
  Connect AskNicely with your CRM, POS, support platform, or BI tools for seamless VoC tracking.
  
  

18. Brandwatch

Best for: Enterprise-grade social listening and VoC insights from online platforms and digital media.

Why we selected it: Businesses can use Brandwatch to track public sentiment during a high-stakes launch. The ability to segment audiences by emotion and influence gives the marketing teams a huge advantage.

Website: brandwatch.com 

Top Features

• Social Listening at Scale
  Monitor millions of conversations from Twitter/X, Reddit, Instagram, YouTube, blogs, and forums to understand customer sentiment and behavior.
  
  
• AI-Powered Sentiment & Emotion Analysis
  Brandwatch doesn’t just analyze what people are saying, but also how they feel about it, using emotional AI to tag anger, joy, fear, etc.
  
  
• Audience Segmentation & Influencer Detection
  Identify who’s driving conversations about your brand, their demographics, psychographics, and which influencers shape perception.
  
  
• Custom Dashboards & Alerts
  Track mentions of your brand, competitors, or campaigns in real time. Set up smart alerts to catch emerging crises early.
  
  
• Use Cases Beyond Support
  Perfect for marketing, PR, and CX teams to monitor brand health, campaign impact, and emerging customer trends.
  
  

19. Mention

Best for: Real-time social media monitoring and VoC insights for marketing and brand teams.

Why we selected it: Mention makes businesses stay ahead of brand conversations with real-time alerts. We especially appreciated the sentiment breakdown for each mention, it helps teams prioritize which ones to act on.

Website: Mention.com

Top Features

• Real-Time Brand Monitoring
  Track mentions of your brand, competitors, or keywords across social media, blogs, news sites, and forums—updated live.
  
  
• Sentiment Analysis
  Automatically detect whether a mention is positive, negative, or neutral to help you monitor customer perception and reputation trends.
  
  
• Competitive Benchmarking
  Compare your online visibility and sentiment with competitors. Identify which brands dominate conversations and where.
  
  
• Custom Alerts & Daily Digests
  Stay on top of brand health with instant alerts for spikes in mentions or sentiment shifts. Get daily/weekly digests for summary insights.
  
  
• Data Export & API Access
  Export mentions and sentiment data or connect Mention to your CRM, helpdesk, or reporting tools via API for deeper VoC integration.
  
  

20. User Interviews

Best for: Recruiting and managing user interviews for VoC research and product discovery.

Why we selected it: We can rely on User Interviews to recruit real users for VoC interviews. The screener tools, scheduling automation, and large panel make user research fast and stress-free.

Website: userinterviews.com

Top Features

• VoC Through Qualitative Interviews
  Easily recruit real users for 1:1 interviews, usability tests, or surveys. Ideal for teams that need to hear direct customer feedback during product development.
  
  
• Robust Participant Pool
  Access a panel of over 2 million vetted participants or use your own customer list. Target by demographics, behavior, or industry.
  
  
• Screening & Scheduling Tools
  Build screeners to qualify ideal candidates and automate scheduling, calendar invites, and reminders—no back-and-forth needed.
  
  
• Feedback Management
  Centralize all responses, notes, and recordings in one place to spot patterns, pain points, and recurring feedback themes.
  
  
• Integrations for Research Ops
  Connect with tools like Zoom, Notion, and Slack. Built-in templates make it easy to standardize research workflows.

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Summary: Best 20 Voice of Customer Platforms

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