Chart Your Course Report

Four Questions CX Pros Should Ask — But Usually Don’t — When Evaluating VoC Vendors

Questions To Help Guide Your Vendor Selection Process

May 11th, 2018
With contributors:
Amit Bhatia , Harley Manning , Ben Salamin , Shayna Neuburg

Summary

Voice of the customer (VoC) vendors offer a wide range of capabilities when it comes to collecting customer feedback, analyzing the data, and reporting on it. The vendors in this space are numerous, and their size runs the gamut. What’s more, it is not always clear whether a vendor has specific functionality or, if they do, whether the capability is strong or weak. To help CX pros identify their best-fit tool, we drew from research and client inquiries to outline the top four questions CX pros should ask VoC solutions vendors — but usually don’t — during the selection process.

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