My review
Use Cases and Deployment Scope
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.
Pros
- Measuring satisfaction of customers at a segmented/audience level
- Survey implementation for various business units, programs and initiatives
- Self-service capability for the enterprise
Cons
- Ease of dashboarding and reporting
- Simpler data export capability
- Easy to follow UI for the portal
Likelihood to Recommend
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.
