统一客户体验与Verint Voice of the Customer软件

Voice of the Customer（VoC）解决方案是用于捕获、分析和处理客户反馈的工具和策略。这些解决方案帮助企业了解客户的需求、偏好和痛点，从而提升客户体验。

VoC 解决方案对于以下方面至关重要：

• 识别客户满意度水平。
• 发现产品或服务的改进领域。
• 提升忠诚度和留存率。
• 基于真实的客户洞察推动战略决策。

VoC 解决方案通常遵循四个关键步骤：

1. 倾听：通过调查和客户服务互动收集反馈。
2. 分析： 使用人工智能或分析工具来获取可操作的见解。
3. 行动： 根据客户反馈实施变更。
4. 监控： 跟踪改进情况和客户满意度随时间的变化。

VoC 解决方案通过识别关键痛点并提供针对客户需求量身定制的解决方案来提升体验。通过主动解决问题，企业可以提高满意度，建立忠诚度，并创造个性化的互动。

Voice of the Customer（VoC）方法论涉及系统地收集和分析客户反馈，以了解他们的需求和偏好。通常包括调查、多渠道倾听和监测数字行为，随后制定行动计划以解决客户洞察。

一个 VoC 项目的例子是公司使用 AI 驱动的工具来分析客户调查，并根据反馈触发自动化操作。这些数据为产品改进提供信息，简化客户支持，并通过解决常见痛点来增强忠诚度。

实施客户之声（VoC）战略：

• 定义目标和关键绩效指标（KPI）。
• 选择工具以获取客户反馈。
• 分析数据以获得可操作的见解。
• 让所有部门参与执行改进。
• 持续评估该计划的有效性。

Technology improves NPS by enabling real-time feedback collection, advanced analytics, and automated actions. Verint Voice of the Customer solutions use:

AI-powered predictive modeling to identify drivers of loyalty and prioritize improvements.

• A digital listening engine to detect customer struggles and resolve issues in real-time.
• Speech and text analytics to uncover sentiment and root causes of dissatisfaction.
• Real-time dashboards for monitoring NPS and triggering proactive interventions.

These capabilities help organizations act quickly on insights, reduce friction, and deliver experiences that boost NPS. A bank increased NPS by 25 points using real-time dashboards to measure and improve CX.

Analyzing voice of the customer (VOC) data is essential for businesses to uncover actionable insights that enhance the customer experience. At Verint, the three key forms of VOC analysis are:

Speech Analytics: Automatically discovers and analyzes words, phrases, categories and themes from every voice interaction, generating rich behavioral data that delivers immediate business outcomes.

Text Analytics: Analyzes large volumes of unstructured data from text-based interactions across digital channels to identify topics and significant trends, as well as customer sentiment from every text-based customer interaction.

Digital Behavior Analytics: Uses customer session replays and digital engagement data from mouse tracks, touch gestures, clicks and form interactions to optimize digital CX across websites and mobile apps.

Identifying customer service trends requires tools that analyze large volumes of structured and unstructured data.

Verint offers:

• Speech Analytics: Detects recurring themes, phrases, and sentiment in voice interactions.
• Text Analytics: Surfaces patterns in customer behavior across digital channels.
• Genie Bot: Uses generative AI to enables conversational queries on unstructured data for immediate insights.
• Predictive Analytics: Forecasts emerging trends and prioritizes actions based on impact.

These tools help organizations spot issues early, optimize processes, and improve both customer and agent experiences.