10 Best Voice of Customer (VoC) Tools for 2025

Choosing the right Voice of the Customer (VoC) tool can make or break your customer experience strategy. With dozens of platforms available, ranging from survey tools and social listening software to AI-powered support analytics, it’s important to know which solution fits your specific needs. In this guide, we’ve broken down the 10 best VoC tools for 2025 by type, specialty, and limitations, so you can confidently pick the one that gives you the clearest view into what your customers are really saying.

What is a Voice of Customer Tool?

VoC (Voice of the Customer) tool or platform helps businesses collect, analyze, and act on customer feedback across various touchpoints (e.g., emails, chats, surveys, calls, social media). 

Voice of the Customer (or VoC) is just a fancy way of saying:

"Let’s listen (actually eavesdropping) to what our customers are saying and use it to make things better."

It means collecting feedback from customers, whether they’re chatting with support, writing reviews, posting on social media, or answering surveys, and figuring out what’s making them happy or frustrated.

Caution: Not All Voice of Customer Tools Work the Same

There are many types of voice of customer tools available, so it's important to choose one that fits your specific needs; otherwise, you risk increasing your marketing team’s workload and wasting money on features you don’t need or overlap with other VoC tools.

In the next section, let’s explore the Voice of Customer Tools by their types. 

10 Best Voice of Customer (VoC) Tools

Summary table of Voice of Customer tools and platforms

Now, let's explore each of these VoC platforms with their types.

Type 1: In-built Voc tools for customer support (Free)

If you’re using AI-powered customer support tools (like Crescendo.ai, Zendesk’s AI Co-pilot, Intercom’s Fin, etc.), you’ll get access to their in-built VoC tools for free. No third-party integrations or plugins are needed. This is how these in-built tools work. 

• Analyze all customer conversations from live chat, phone support, and email
• Cover both AI-driven and human agent interactions
• Collect feedback to highlight what’s working and what needs improvement
• Deliver actionable insights to CX leaders for better decision-making

Let’s explore some of these free Voice of Customer tools. 

1. Crescendo.ai 

Crescendo.ai has an advanced Voice of the Customer (VoC) tool bundled with its customer service outsourcing solutions (AI and human agents). 

Ideal for: Businesses looking to fully or partially outsource their customer support using a combination of AI and human agents with Crescendo.ai. You can access its powerful VoC tool for free, no need for any third-party software integrations.

How does it work?

First of all, you must take Crescendo.ai’s all-in-one customer service suite. It includes. It includes 

• AI live chat, 
• AI voice agents, 
• email autoresponders
• Helpdesk software (ticketing system)
• AI tools for routing and auto-responses
• Human-backed outsourcing services
• 35+ other features, included in the same per-resolution price.

Now, Crescendo.ai’s VoC tool analyzes the following:

• CSAT Scores (AI-Calculated):
  Calculates CSAT for 100% of customer interactions using AI; no manual surveys required. It considers tone, conversation flow, keyword usage, resolution speed, and how the conversation ended.

‍

• CSAT Reports:
  Detailed CSAT breakdowns by agent, query type, and custom parameters. Each score includes reasoning, highlighting what worked and what caused dissatisfaction.
  

• Smart Categorization:
  Automatically tags every conversation under relevant categories like billing, technical issues, returns, or product inquiries using AI-driven pattern recognition.

‍

• Conversation Transcripts & AI Summaries:
  Every interaction (chat, voice, email) is transcribed and paired with an AI-generated summary; ideal for training and quality assurance. 

• Agent Handoff Patterns:
  Identifies which types of queries lead to frequent handoffs from AI to human agents, why automation failed, and what improvements can reduce the load on support teams.

‍

• Business Insights:
  Detects deeper operational issues such as:
  

• Duplicate account creation
  
  
• Payment-related fraud patterns
  
  
• Product defects (e.g., specific SKUs consistently returned due to sizing issues)
  
  
• App bugs (e.g., Bluetooth crash reports causing ticket spikes-requires immediate attention)

• Sentiment Analysis:

         Detects customer sentiments in real-time and after each conversation. Provides detail analyse of the issues causing positive or negative sentiments and actionable           recommendations

‍

Pros: 

1. Crescendo.ai’s VoC is made with the advanced technology, making it one of the most powerful VoC tools available in the industry. 
2. Automated CSAT score calculation is a unique feature, not available with most of the competitor tools. 
3. It’s a free tool, available with its customer support outsourcing services, which is also very cost-efficient and automateds upto 90% of support tickets with 99.8% accuracy. 
4. The Voice of Customer tool’s business insights are highly accurate and support not just CX leaders, but the entire organization in making informed decisions.
5. No third-party integrations are needed. 
6. Role-based access is available, ensuring that the right reports are only available to authorized individuals.

Cons:

• You can’t access Crescendo.ai’s VoC tool if you’re not it’s AI-power customer support service’s customer. 
• It's built exclusively for analyzing customer support interactions and does not include features for social media listening or online review monitoring.

2. Zendesk Explore

Zendesk offers a robust Voice of the Customer (VoC) solution as part of its customer service platform, powered by Zendesk Explore and enhanced through Zendesk AI and integrations.

Ideal for:
Businesses already using Zendesk for customer support and looking to track and improve CSAT, NPS, agent performance, and customer sentiment within the same ecosystem. Zendesk VoC tools work best when paired with Zendesk’s ticketing system, chat, and messaging tools.

How does it work?

You must be using Zendesk’s core customer service suite, which includes:

• Ticketing system (Zendesk Support)
  
  
• Live chat & messaging (Zendesk Chat / Messaging)
  
  
• Help Center (Zendesk Guide)
  
  
• AI tools for routing and auto-responses
  
  
• Optional integrations with survey tools, CRMs, and analytics platforms
  
  

Zendesk’s VoC tool analyzes the following:

CSAT & NPS Tracking:
Zendesk natively tracks CSAT after tickets close and can integrate NPS tools to measure customer loyalty. Reports are filterable by agent, channel, time, or issue type.

Sentiment Analysis:
AI detects sentiment across tickets, chats, and messages—highlighting emotionally charged conversations for review or escalation.

Custom Reports & Dashboards:
Zendesk Explore provides flexible dashboards for CX leaders, including performance trends, ticket spikes, issue categories, and satisfaction patterns.

Tag & Topic Analysis:
Tickets and conversations can be automatically tagged based on keywords, topics, or customer feedback themes, helping identify trends and root causes.

Feedback Loops:
With Zendesk integrations or add-ons, businesses can create workflows to follow up on negative feedback or low CSAT scores and assign them for resolution or training.

Pros:

• Seamless integration with Zendesk's support suite—no extra setup for basic CSAT tracking
  
  
• Powerful dashboards and filters with Zendesk Explore
  
  
• Supports multi-channel insights (email, chat, messaging, voice)
  
  
• Easy-to-use interface, great for CX managers and team leads
  
  
• Scales well for growing support teams
  
  
• Role-based access is available for data privacy and control
  
  

Cons:

• Not available as a standalone VoC tool—requires Zendesk ecosystem
  
  
• Advanced sentiment analysis and predictive analytics may require third-party apps or an enterprise plan
  
  
• No native social media listening or review monitoring
  
  
• No AI-generated conversation summaries or smart categorization like Crescendo.ai
  
  
• Some features require add-ons or paid integrations (e.g., full NPS workflows)

3. Intercom

Intercom provides conversational customer support with built-in VoC features such as CSAT tracking, conversation tagging, and sentiment insights, primarily designed around its live chat, messaging, and automation tools.

Ideal for:
SaaS companies and digital businesses looking for in-app chat support with lightweight VoC capabilities built into their conversational platform. Intercom is ideal if you already use it for support and want basic feedback collection without heavy setup or third-party VoC tools.

How does it work?

To use Intercom's VoC features, you need to be subscribed to Intercom’s support suite, which includes:

• Live chat and in-app messenger
  
  
• AI chatbot (Fin)
  
  
• Email & ticketing system
  
  
• Inbox for human agent conversations
  
  
• Help center articles (Intercom Articles)
  
  
• Basic automation and workflows
  
  

Intercom’s VoC tool analyzes the following:

CSAT Collection:
You can trigger CSAT surveys automatically after conversations close. Customers rate their experience directly in the chat window.

Conversation Tagging:
You can manually or automatically tag conversations by topic, like “billing,” “bugs,” or “feature request.” This helps track common issues and trends over time.

Sentiment Cues (Manual):
While Intercom doesn’t have full sentiment analysis built in, teams can manually tag or note sentiment from conversation tone or through customer comments.

Reports & Dashboards:
Basic performance dashboards show CSAT trends, agent performance, and conversation volume. You can use filters for tags, teams, or time ranges.

Feedback Routing & Follow-Up:
Low CSAT scores or negative feedback can be routed to managers, assigned as follow-ups, or used for coaching.

Pros:

• Seamless CSAT surveys built into chat without extra setup
  
  
• Simple tagging system helps track common issues and feature requests
  
  
• Easy-to-understand dashboards for smaller CX teams
  
  
• Native integration with support tools—everything in one place
  
  
• Lightweight and user-friendly interface
  
  
• Works well for product teams wanting in-app customer feedback
  
  

Cons:

• No advanced sentiment analysis or auto-categorization
  
  
• Lacks full VoC analytics like Crescendo.ai or Qualtrics
  
  
• Doesn’t support social media listening or voice call feedback
  
  
• CSAT and tagging are basic—deep insights require exporting data or 3rd-party tools
  
  
• No AI-generated summaries or predictive CSAT scoring

4. Sprinklr

Sprinklr is a powerful, enterprise-grade platform that combines social media management, customer support, and Voice of the Customer (VoC) analytics in one unified solution. Its VoC capabilities are deeply embedded into its "Unified-CXM" platform, allowing brands to capture and analyze customer feedback across 30+ digital and social channels.

Ideal for:
Large enterprises managing high volumes of customer interactions across social media, messaging apps, chat, email, and call centers, who want advanced VoC analytics, real-time sentiment tracking, and omnichannel support insights—all in one place.

How does it work?

To use Sprinklr’s VoC features, you need access to its Customer Experience Management (CXM) suite, which includes:

• Social media messaging support (Facebook, Instagram DMs, WhatsApp, X/Twitter, etc.)
  
  
• Live chat, email, and phone support integration
  
  
• AI-powered chatbot and automation tools
  
  
• Unified agent desktop for omnichannel support
  
  
• Native analytics and AI engine (Sprinklr Intuition AI)
  
  

Sprinklr’s VoC tool analyzes the following:

Sentiment & Emotion Analysis:
Sprinklr’s AI scans messages, chats, emails, and call transcripts to detect sentiment, emotion, urgency, and intent, even across multiple languages and platforms.

Smart Categorization & Topic Clustering:
Automatically categorizes feedback into themes like delivery issues, product complaints, or pricing concerns. Uses machine learning to group similar topics and surface emerging trends.

Omnichannel CSAT & NPS Analysis:
CSAT/NPS scores can be tracked from integrated surveys or inferred through sentiment and customer behavior. Scores can be segmented by channel, region, agent, or issue type.

AI-Based Feedback Summaries:
Each customer interaction can be paired with an AI-generated summary, making it easier for managers to understand what went right or wrong without reading full transcripts.

Real-Time Alerts & Dashboards:
Custom dashboards highlight shifts in sentiment, issue spikes, or recurring customer pain points. Real-time alerts can trigger escalation workflows or team notifications.

Business-Level Insights:
Gives strategic insights into product defects, marketing impact, campaign feedback, support inefficiencies, and overall brand health—directly from the voice of customer data.

Pros:

• Unified VoC insights across 30+ channels, including social, email, chat, and voice
  
  
• Powerful AI engine (Sprinklr Intuition AI) for deep sentiment, emotion, and trend detection
  
  
• Includes social media listening, unlike most customer support–focused VoC tools
  
  
• Highly customizable reports, workflows, and alerts
  
  
• Strong integration with CRM, support, and marketing tools
  
  
• Enterprise-ready with role-based access, compliance, and localization support
  
  

Cons:

• Not designed for small teams—best suited for large enterprises
  
  
• High complexity; requires setup time and onboarding to fully leverage features
  
  
• Pricing is custom and high, based on interaction volumes and modules used
  
  
• May require third-party tools for detailed CSAT/NPS survey execution
  
  
• AI summaries and insights depend on clean, connected data from all channels

Type 2: Third-party Voice of Customer Tools

Third-party Voice of Customer (VoC) tools don’t provide in-house customer support but integrate seamlessly with your existing helpdesk platforms and social media channels to deliver actionable insights. These tools are best suited for businesses with an established customer support system that prefer to keep their current setup unchanged. Below are some of the top VoC tools in this category.

5. Qualtrics

Qualtrics is a leading enterprise experience management platform offering one of the most sophisticated Voice of the Customer (VoC) solutions in the market. Qualtrics does not provide its own call center software or chatbot. Instead, it integrates with your existing platforms.

Qualtrics VoC is part of its CustomerXM suite, designed to help businesses listen, analyze, and act on customer feedback across channels.

Ideal for:
Enterprises that prioritize customer research, structured surveys, and predictive analytics, and want a flexible, powerful VoC solution that can be customized to fit complex organizational needs.

How does it work?

To use Qualtrics VoC, you subscribe to CustomerXM, which can be tailored with modules like:

• Survey builder and distribution (email, web, SMS, in-app)
  
  
• Real-time dashboards and alerts
  
  
• Text iQ (for open-ended feedback analysis)
  
  
• Stats iQ (for predictive analytics)
  
  
• Integration with support systems (Salesforce, Zendesk, Genesys, etc.)
  
  
• Optional add-ons like Digital Experience and Social Listening modules
  
  

Qualtrics VoC tool analyzes the following:

CSAT, NPS, CES Tracking:
Collects structured feedback via customizable surveys at key touchpoints. Scores are tracked and segmented across teams, products, and regions.

Text & Sentiment Analysis (Text iQ):
Applies Natural Language Processing (NLP) to open-text responses from surveys, emails, chats, and transcripts. Identifies sentiment, emotion, topics, and customer intent.

Predictive Analytics (Stats iQ):
Analyzes drivers of satisfaction, churn risk, and customer loyalty. Uncovers root causes using regression, correlation, and segmentation models.

Automated Categorization:
Groups customer feedback into smart categories (e.g., delivery, billing, product usability) for easier pattern recognition and prioritization.

Closed-Loop Feedback Management:
Triggers alerts, follow-ups, or support tickets for low scores or negative feedback. Workflows help close the loop with customers and coach internal teams.

Custom Dashboards & Role-Based Access:
Highly customizable dashboards allow different stakeholders to view insights relevant to them. Role-based permissions control access.

Pros:

• Industry-leading survey and feedback management capabilities
  
  
• Advanced text, sentiment, and statistical analysis with Text iQ and Stats iQ
  
  
• Highly customizable reports and dashboards
  
  
• Scalable for large, complex organizations across multiple teams and regions
  
  
• Strong integrations with CRM, helpdesk, and call center platforms
  
  
• Robust closed-loop action workflows and ticketing triggers
  
  

Cons:

• No built-in live chat, email, or support tools—requires integration
  
  
• Social media and digital feedback require separate modules or integrations
  
  
• Requires setup, configuration, and often internal data team involvement
  
  
• Pricing is custom and can be expensive for mid-market or small teams
  
  
• Lacks AI-generated summaries or real-time automation for frontline agents

6. Medallia

Medallia is a pioneer in enterprise-level Voice of the Customer (VoC) solutions that capture feedback from every customer touchpoint, including surveys, contact centers, digital channels, and in-person interactions. It's built to help organizations listen, analyze, and act in real-time.

Ideal for:
Large enterprises in retail, hospitality, telecom, healthcare, and financial services that require multi-channel VoC data collection, real-time analysis, and deep integration with existing customer service and operational systems.

How does it work?

To access Medallia’s VoC tool, you’ll use their Experience Cloud, which connects with your existing systems to capture feedback across every channel. Here’s how it works:

• Integration with existing systems: Medallia connects to your CRM, contact center (CCaaS), POS, and other platforms using APIs, pre-built connectors, or custom integrations.
  
  
• Social media & digital feedback: To analyze social media feedback, you need to provide access to your social accounts (e.g., Facebook, Instagram, Twitter) via secure authentication, not just a handle. Medallia does not operate through a plugin; access must be explicitly granted for data ingestion.
  
  
• Data ingestion from all channels: Medallia pulls in feedback from web, mobile apps, IVR calls, email, chat logs, and even in-store kiosks using direct integrations, SDKs, or APIs.
  
  
• Text & speech analytics: Once data is collected, Medallia’s Athena AI processes open-ended feedback, chat logs, and voice call transcripts to extract themes, sentiment, emotion, and urgency.
  
  
• Role-based dashboards and workflows: Insights are delivered via customized dashboards for CX leaders, support teams, and product managers, with automated workflows to route issues and close feedback loops in real time.

Medallia’s VoC tool analyzes the following:

CSAT, NPS, CES & Custom Metrics:
Tracks core customer experience metrics through surveys or inferred signals, across digital and physical interactions.

Text & Speech Analytics (Athena AI):
Processes open-text survey comments, chat logs, call transcripts, and reviews to detect sentiment, emotion, themes, and urgency using NLP.

Signal Detection:
Gathers both direct feedback (surveys, forms) and indirect feedback (behavioral data, social reviews, chat transcripts), giving a fuller picture of the customer journey.

Root Cause & Predictive Analysis:
Identifies the underlying drivers of satisfaction or dissatisfaction and predicts outcomes like churn risk or loyalty.

Smart Categorization & Thematic Analysis:
Auto-categorizes feedback into product, service, delivery, UX, etc., using machine learning for large-scale pattern recognition.

Closed-Loop Follow-Ups:
Automates follow-ups on negative feedback and enables internal teams to close the loop via ticketing, tasks, or alerts.

Pros:

• Enterprise-grade, omnichannel VoC platform
  
  
• Real-time sentiment and speech analytics via Athena AI
  
  
• Strong in structured + unstructured feedback processing
  
  
• Closed-loop workflows built into the platform
  
  
• Highly customizable dashboards by region, team, or customer type
  
  
• Deep industry expertise in retail, travel, healthcare, and finance
  
  

Cons:

• Pricing is enterprise-tier and typically requires a custom quote
  
  
• Not suitable for small or mid-market businesses
  
  
• Steep learning curve; requires onboarding and configuration
  
  
• No built-in support tools like chat or helpdesk—relies on integration
  
  
• Lacks AI-generated summaries for individual conversations (compared to tools like Crescendo.ai)

Type 3: Cloud-base Voice of Customer Tools for Social Media

Cloud-based Voice of Customer (VoC) tools work without needing to install any plugins or software on your systems. You can monitor public mentions on platforms like Twitter/X, Reddit, and YouTube without logging in or providing full access to your social media accounts. Simply enter brand names, keywords, or social handles to start collecting real-time customer insights.

Here are the popular cloud-base VoC tools. They don’t provide VoC analysis for customer support tickets (chat, voice and email), though. 

7. Brandwatch

Brandwatch is a digital consumer intelligence platform focused on social listening and analytics, offering powerful Voice of the Customer (VoC) insights from millions of online conversations. It helps brands understand what people are saying across social media, forums, blogs, and review platforms—without needing to directly ask them.

Ideal for:
Brands looking to monitor and analyze customer sentiment, trends, and feedback across social media and online platforms at scale—especially for marketing, product development, and brand health tracking.

How does it work?

To use Brandwatch’s VoC features, you access its Consumer Intelligence Suite, which includes:

• AI-powered social listening
  
  
• Custom dashboards and alerts
  
  
• Sentiment and trend tracking
  
  
• Data from 100+ million online sources
  
  
• Integrations with social media, CRM, and analytics platforms
  
  

Integration & Setup Explained:

• No plugins needed: Brandwatch is a cloud-based platform—you don’t need to install anything.
  
  
• Social media access: You’ll need to authorize your business profiles (e.g., Facebook, Instagram, Twitter/X) via OAuth to access private data like DMs and mentions.
  For public data (e.g., tweets, hashtags, reviews), just entering your brand name or keywords is enough to begin collecting insights.
  
  
• APIs & Integrations: Brandwatch offers APIs and out-of-the-box integrations with tools like Salesforce, Hootsuite, Google Analytics, and BI platforms. You can also export data to your own systems.
  
  

Brandwatch’s VoC tool analyzes the following:

Sentiment & Emotion Analysis:
AI scans public conversations for sentiment (positive, neutral, negative) and detects emotional tone—anger, joy, frustration, excitement.

Topic & Trend Detection:
Automatically identifies trending topics, recurring issues, or emerging product feedback themes across millions of posts, reviews, and comments.

Audience Segmentation & Insights:
Understand who’s talking about your brand—by location, gender, interests, profession, or platform. Great for campaign targeting or product feedback.

Brand Health Monitoring:
Track brand mentions, spikes in conversation, PR crises, and customer perception over time.

Custom Dashboards & Alerts:
Set up dashboards tailored to your team’s needs and get alerts for sentiment dips, viral complaints, or competitor comparisons.

Pros:

• Best-in-class for social media–based VoC insights
  
  
• Covers 100M+ online sources, including forums, blogs, and reviews
  
  
• Real-time tracking of brand sentiment and public perception
  
  
• No customer surveys needed—purely based on organic feedback
  
  
• Strong visual dashboards and trend tracking tools
  
  
• Integrates with CRMs, analytics, and social tools
  
  

Cons:

• Not a customer support platform—no email, chat, or voice interaction analysis
  
  
• Doesn’t analyze 1:1 customer interactions (e.g., support tickets or live chat)
  
  
• Requires clear objectives to get the most from keyword and topic tracking
  
  
• Pricing is enterprise-level; not suitable for small teams or early-stage startups
  
  
• Private message analysis (DMs) requires explicit profile access

8. Mention

Mention is a social listening and media monitoring platform that delivers powerful VoC insights by tracking brand mentions across 1 billion+ sources, including social media, forums, blogs, and review sites voc.ai+14mention.com+14mention.com+14.

Ideal for:
Marketing teams, PR professionals, and brand managers who need real-time monitoring of online conversations, sentiment trends, campaign impact, and crisis signals, especially on social media and public web platforms.

How does it work?

To use Mention’s VoC features, you sign up for the Social Listening & Media Monitoring suite, which includes:

• Real-time monitoring of keywords, brand names, hashtags
  
  
• Sentiment analysis and influence scoring
  
  
• AI-powered engagement and publishing tools
  
  
• Customizable dashboards, alerts, and reporting templates
  
  

Integration & Setup Explained:

• No plugins needed: Mention is a fully cloud-hosted tool—no on-prem install required.
  
  
• Social media access: For public mentions (e.g., tweets, blogs), simply set your keywords. To monitor private data like DMs or Instagram comments, you must authorize your business accounts via OAuth.
  
  
• Web monitoring: Tracks mentions from news sites, forums, review platforms, and more, without needing direct account access.
  
  
• APIs & integrations: Offers REST APIs and connects with tools like Slack, Zendesk, and BI platforms to enrich workflows 

Mention’s VoC tool analyzes the following:

Sentiment & Influencer Metrics:
AI-driven sentiment tagging (positive, neutral, negative) and author influence scoring to highlight high-impact mentions

Volume & Share-of-Voice (SoV):
Tracks mention trends over time, monitors competitors, and measures campaign coverage across digital channels.

Custom Alerts & Real-Time Response:
Notifies you of spikes in mentions or sentiment shifts and lets you directly respond to or publish posts via the same platform.

Interactive Dashboards & Reports:
Provides visual dashboards for mentions, sentiment, engagement, and campaign analysis across multiple alerts.

Pros:

• Tracks mentions across over 1 billion sources in real time
  
  
• Sentiment and influence scoring help prioritize meaningful conversations
  
  
• Includes engagement tools—publish, reply, collaborate—all in one workspace
  
  
• Custom alerts and interactive visualization templates streamline social listening
  
  
• Scalable pricing starting around US $49/month

Cons:

• Limited to online and social listening—no analysis of support tickets, chats, or call transcripts
  
  
• Can't access private channel data (like DMs) without explicit profile authorization
  
  
• Lacks survey-based feedback collection (CSAT/NPS)
  
  
• Basic sentiment analysis may not detect nuanced or multilingual context
  
  
• Enterprise-level needs, like AI summaries or call analytics, require additional tools

Type 4: Market research-focused VoC tools 

Voice of the Customer (VoC) tools that focus on market research work by collecting structured feedback through surveys designed to uncover customer opinions, behaviors, and preferences. These tools allow businesses to create targeted questionnaires using logic branching, pre-built templates, and customizable fields. Once responses are collected, the platform provides real-time analytics, segmentation, and data visualization, helping product teams and marketers make informed decisions based on direct consumer input.

Here are some popular VoC tools in this category. 

9. SurveyMonkey

SurveyMonkey is a widely used online survey platform that enables businesses to collect structured feedback from customers at every stage of their journey. As a VoC tool, it focuses on survey-based feedback collection, CSAT/NPS tracking, and basic analytics, making it a popular choice for SMBs and customer experience teams.

Ideal for:
Businesses that want a quick, easy, and scalable way to collect customer feedback via surveys. Ideal for teams looking to measure customer satisfaction, loyalty, and experience metrics without needing complex AI or enterprise software.

How does it work?

To access SurveyMonkey’s VoC features, you use its core platform or Customer Experience (CX) solution, which includes:

• Customizable CSAT, NPS, and CES survey templates
  
  
• Web, email, mobile, and link-based survey distribution
  
  
• Automated survey workflows and scheduling
  
  
• Pre-built analytics dashboards and benchmarking
  
  
• Optional integrations with CRMs, helpdesks, and BI tools
  
  

Integration & Setup Explained:

• No plugins required: SurveyMonkey is fully cloud-based and accessible via browser.
  
  
• Survey deployment: Share via email, website popups, QR code, SMS, or link.
  
  
• CRM/helpdesk integration: Integrates with tools like Salesforce, HubSpot, Zendesk, and Slack via native apps or Zapier/API to trigger surveys based on customer actions.
  
  
• No need for social media access: It does not pull in organic social media or chat data; feedback is user-initiated.
  
  

SurveyMonkey’s VoC tool analyzes the following:

CSAT, NPS, CES Tracking:
Provides flexible survey builders to collect satisfaction, loyalty, and effort scores. You can benchmark NPS and view historical trends.

Text Response Analysis:
Uses basic keyword frequency analysis and filtering tools to analyze open-ended responses. Advanced sentiment or AI-based text analytics are limited.

Dashboards & Data Visualization:
Pre-built dashboards visualize customer scores, trends over time, and feedback by channel or team. Export options are available for Excel, PDF, and BI tools.

Team Collaboration & Alerts:
You can assign survey responses to teams, receive email alerts for negative feedback, and set up automated workflows (with integrations).

Pros:

• Easy to set up and use, ideal for teams without a technical background
  
  
• Offers a wide range of survey templates for VoC use cases
  
  
• Affordable pricing with a self-service model
  
  
• Integrates with many CRMs, helpdesks, and automation tools
  
  
• Strong brand trust and usability for survey-based feedback collection
  
  

Cons:

• Focused only on structured survey feedback; no analysis of chats, calls, or social media
  
  
• Basic analytics, lacks advanced AI, sentiment analysis, or smart categorization
  
  
• No conversational summaries or pattern detection
  
  
• Limited automation unless combined with other tools via integrations
  
  
• May require manual effort to analyze open-ended responses at scale

10. Alchemer

Alchemer is a robust survey and feedback platform designed for flexible, enterprise-grade VoC programs. It goes beyond traditional surveys by offering powerful integrations, workflow automation, and role-based reporting, making it ideal for operationalizing feedback across departments.

Ideal for:
Mid-sized to large organizations that want a customizable VoC platform to collect, analyze, and act on structured customer feedback, especially those looking to embed VoC directly into business workflows like CRM, support, or operations.

How does it work?

To access Alchemer’s VoC features, you’ll use its Customer Experience and Feedback platform, which includes:

• Customizable CSAT, NPS, and CES surveys
  
  
• Email, SMS, web, and in-app survey delivery
  
  
• Survey logic and branching
  
  
• Real-time dashboards and role-based views
  
  
• Built-in workflow automation and alerting
  
  

Integration & Setup Explained:

• No plugin needed: Alchemer is fully cloud-based and accessible via browser.
  
  
• CRM and Support System Integration: Connects to Salesforce, Zendesk, HubSpot, Microsoft Dynamics, and more via native integrations or API/webhooks.
  
  
• Survey distribution: You can trigger surveys via email, SMS, embedded links, in-product widgets, or post-support ticket closure.
  
  
• No social media or unstructured data ingestion: It does not analyze chats, DMs, or public mentions—focused on structured, direct feedback.
  
  

Alchemer’s VoC tool analyzes the following:

CSAT, NPS, CES Tracking:
Collects customer experience scores with high flexibility in survey design, timing, and follow-up actions.

Open-Text Response Analysis:
Allows keyword tagging and filtering, but lacks deep sentiment/emotion AI analysis unless paired with third-party tools.

Dashboards & Role-Based Reports:
Custom dashboards and reports for different stakeholders (e.g., CX leaders, product managers, operations). Views can be segmented by team, geography, or customer type.

Workflow Automation:
Set up conditional alerts, escalate feedback based on scores, or push insights into tools like Salesforce, Slack, or Microsoft Teams.

Closed-Loop Feedback Capabilities:
Assigns tasks or follow-ups based on low scores or flagged responses, enabling accountability and customer recovery processes.

Pros:

• Extremely flexible survey builder with advanced logic and branching
  
  
• Strong integrations with CRMs and business systems for workflow automation
  
  
• Role-based dashboards and data visibility
  
  
• Focused on operationalizing VoC across teams (CX, Ops, Product)
  
  
• More affordable and customizable than enterprise-heavy tools like Qualtrics
  
  

Cons:

• No AI-based sentiment analysis or natural language processing (NLP)
  
  
• Doesn't capture unstructured feedback from chat, calls, or social media
  
  
• Requires setup and configuration to fully benefit from automation and integrations
  
  
• Less suited for passive listening or omnichannel VoC (e.g., no social listening)
  
  
• Limited pre-built industry templates compared to Qualtrics or Medallia

Wrapping up on Voice of Customer Tools

As mentioned earlier, there are various types of VoC tools to choose from. The ideal setup combines a powerful built-in VoC platform from your customer support provider, like Crescendo.ai, with a third-party VoC tool for social media listening and market research.

If you have any questions or want to see it in action, reach out to us for a demo and discover how Crescendo.ai’s VoC tool gives you a seamless, 360° view of your customer support experience.

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