Verint Voice of the Customer Reviews & Insights

We user Verint Voice of the Customer to identify issues in customer experiences we would otherwise not be knowledgeable. We also use VOC to learn about what we're doing well, and should amplify. The product assists us to address various business problems, including technical errors, navigation issues, discovery and awareness limitations, and broken experiences (i.e. broken links), content satisfaction (or dissatisfaction), and more. Our use case is broad in scope, including satisfaction of both AARP members and non-members, first-time and repeat site visitors, multiple site areas, topics, and actions/outcomes.

Verint Voice of the Customer is very well suited for measuring how satisfied (or dissatisfied) the customer base is in close to real time. Also well suited for identifying pain points across the experience. Not sure if the platform is well suited for measuring multiple interactions for a specified journey or a specific audience experiencing a specific journey.

No joined up customer breadcrumb - no joining of omnichannel experience

Verint Voice of the Customer offer tools or partnerships for everything contact center

I use the Verint Survey/ EFM and CX Suite to get voice of Customer and also learn the pain points in the customer journey. We then review these pain points and do AB testing and make changes to the site

It is well suited when visitors traverse the different platforms and see where they get dropped off or frustration persists

We use the Survey Management platform with internal and external customers. We benchmark new teams coming into the quality program as well as using it for strategic company initiatives.

The Survey platform helps us identify trends for consideration.

We use the CX platform to measure our customers transational interaction. We create cases based on triggers set when we fall short of our customers expectations.

Is very user friendly and the analytics / reporting are easily to create.

We use ForeSee to gauge the customer engagement piece of the business. ForeSee allows us to break down where we need to focus so we can address customer experience issues in real-time. This is used across the entire company and the proper sample size gives you an accurate portrayal of your wins and misses.

With customer engagement, you can drill down to categories so you can micro analyze the data set. Questions like are greeting associates helpful or are associates readily available offer some onsite when coupled with customer shopping habits. ForeSee asks the consumer what areas of the store were shipped so you can pair scheduling, sales, and service seamlessly.

We use it as part of our push/pull strategy to gauge customer sentiment, comments, and NPS scores. I was instrumental in getting excutive approval to redesign our online communication strategy as well researched the needed changes. By pushing a pop-up survey after to 50% of our customers who have visited at least three pages as well as pushing a pop-up survey when they log out, we found that drove higher customer sat scores then pushing a survey more frequently. On the pull side, we instituted a persistent survey button on the right rail of the screen as well as in the footer so that customers could send us a message at their leisure. A side benefit to this was that customers would alerts us to issues on our website, sometimes even before our technical realized it.

OpinionLab is a great way to collect passive feedback from our online users in a simple unobtrusive manner. Easily implemented by most areas of the organization and used to help direct new product development. It can also aid in determining issues with our online tools and processes.

OpinionLab is a valuable way to collect passive feedback from a digital product user in a simple unobtrusive manner. It is easily consumable by most areas of the organization and can help direct product development.

OpinionLab is best suited where you want unrestrained, unbiased feedback and not complicated surveys. It means you get less structured information, but you DO get information you hadn't anticipated that leads you in new directions. Most useful when you can tie it to other analytical systems such as Tealeaf, Clicktale, Adobe Analytics, etc.

Used across several departments globally to conduct internal employee and external user and partner surveys. Surveys range from short and simple, to long and complex. Some surveys are done on-site at events, others post event, others to get user feedback via the website, and others to get user feedback via emails (deployed through both Verint as well as an external email distribution platform). Allows us to quickly gather feedback to make informed insightful business decisions.

Verint is very well suited for the corporate enterprise market as it has sufficient granular permission controls, feature rich and scalable. Their pricing model is also very cost effective as it doesn't punish you for being successful (getting lots of submissions or responses). If you are considering Verint, you should ask very specific questions for functionality to make sure it is covered.

OpinionLab was used solely by the digital marketing team. Its main purpose was to secure user intel on page design and functionality. It gave the digital marketing team another "set of eyes," in identifying issues on specific pages, as well as, gather insight on potential enhancements during specific testing phases of the marketing and member websites.

It depends on how detailed they want the analysis. Tools like ForSee Results provide a more robust look at the survey results whilst tying it back to the user's experience. Potential integration issues may also be challenging with OpinionLab, so it depends on the customers intent and how they will manage and analyze the data collected.