Analyze your customers with Customer Voice
Sit through a guided interview about one real customer and end up with a Voice of Customer profile saved to your knowledge base.
Customer Voice is a guided conversation, not a form. It asks you about one specific real customer, then keeps digging with follow-up questions until it can write a profile of that person you could pick out of a crowd.
Turn it on first
Customer Voice is one of eight pages hidden from the sidebar on a new account. If you can't see it under Research, scroll to the bottom of the sidebar and click Show all features, or open Settings and use the Navigation section. Then open Customer Voice from the Research section.
How the interview works
It opens by asking you to think of one real customer, not a segment and not an average. Then it works through who they are, what they were trying to do, what they had already tried, and what finally made them buy. Expect roughly five to eight exchanges, with follow-up questions that push back when an answer is vague.
Answer from memory. It doesn't sweep your feedback documents for you, so the material it works from is what you tell it, plus your competitor profiles and ideas, which it already reads in the background.
Save the profile
When the interview has enough to work with, click Save Report to KB. The Voice of Customer profile is filed as a document in your knowledge base, tagged customer-voice and voc-report, so you can find it in chat later or paste it into a brief.
Get more out of it
- Run it once per customer type, with a different real person each time, rather than trying to cover everyone in one session.
- Have the details handy before you start: what they said, what they'd tried, what nearly stopped them.
- Pair it with Competitive Intel to see how customer needs line up against what competitors offer.