Explore Modern Care's Products
Reduce call volume with a radically different contact center solution
Build & manage an online community integrated into your Care strategy
Respond faster with personalized, data-driven 1:1 customer support
Reduce costs by automating routine inquiries with conversational AI bots
AI-powered, real-time data and insights that fuel proactive customer care
Automate workflows and processes — and drive more first-contact resolutions
Analyze conversations instantly & surface predictions, suggestions & alerts
Empower agents and customers with direct access to the answers they need
Explore Modern Research's Products
Real-time voice of customer insights on digital and traditional channels
Analyze your content’s performance vs. competitors and best-in-class brands
AI insights from reviews & social: How customers feel about your products
Real-time, location-based analysis of face-to-face brand experiences
Real-time visual intelligence that powers meaningful connections on digital
Connect stories across social & news for a complete measure of earned media
Start uncovering insights with a free 30-day trial. No credit card required.
Explore Social Engagement & Sales Products
Plan, manage & measure brand content across 30+ channels from one platform
Empower distributed teams to deliver on-brand social experiences
Turn social into a revenue driver with a 1:1 chat-based commerce experience
Transform valuable consumer insights into conversion-driving assets
Build scalable, on-brand campaigns for distributed teams
Explore Modern Marketing's & Advertising's Products
Save time, manage brand risk, and increase ROI with AI-powered insights
Get a unified view of campaign performance on 30+ channels & 3rd party data
Encourage, measure, and optimize employee advocacy for your brand on social
Increase your ROAS, fuel collaboration, reduce risk, and unify reporting
Explore the Platform
Sprinklr AI turns unstructured data into actionable, real-time insights for your enterprise.
Create customized, powerful AI text classification models easily — without coding.
Visualize real-time data on command centers, retail signage, stadium screens, and more.
Build on-brand, shareable digital presentations that update with real-time data automatically.
Extend the impact of Unified-CXM by connecting to all of your most crucial third-party systems.
Experiment and learn in an isolated test setting that mimics your live production environment.
Store Sprinklr data for customized time periods to meet business or compliance needs.
Integrate data and execute processes with external systems using RESTful web APIs.
Popular Use Cases
Deliver seamless customer service experiences across 30+ digital channels
Leverage a unified view of the customer to help you protect, grow, and manage your brand
30+ channels of AI-powered analysis, prediction & suggestions—in one place
Manage customer care on 30+ digital channels from one AI-powered platform
Consolidate all of your social media needs on the only unified social suite
Streamline case handling to reduce costs and accelerate time-to-resolution
Create a frictionless service experience no matter which channel customers use
Deliver customers to the right agents—so you can reduce cost-per-interaction
Discover how voice of customer (VoC)-led insights can help you improve your customer experience (CX) and get a better return on investment (ROI) from your technology solution.
Voice of customer (VoC) is the process of tracking, analyzing, and acting upon customer feedback. It consists of positive and negative experiences shared by your customers on different media, including social media, review sites, and online surveys.
A well-executed VoC program gives you insights into your customers’ needs and pain points, bridges the gap between customer expectations and customer experience (CX), and helps you boost brand loyalty.
For example, if you are a sports brand like Nike, you can use VoC programs like online surveys to understand what your customers are saying. This allows you to track responses and gauge if your pricing is appropriate, delivery and returns are easy, or customer support is accessible. Analyzing these responses will help you make more informed decisions for your customers and your business.
You can use voice of customer programs to collect and analyze user feedback, make recommendations to CX strategists, and regularly track the outcomes of these efforts to create a distinctive customer experience. A well-implemented VoC program enables you to:
Voice of customer programs use technologies, such as artificial intelligence (AI), to identify and gather a massive amount of information from social channels and structure it into actionable insights. Engaging with positive feedback ensures high customer satisfaction, and negative feedback shows you the gaps to close in your product strategy.
Learn more about review management.
Insights from VoC programs allow you to make data-driven changes to your CX strategy. Studying the outcomes of these changes over time helps you enhance your growth, return on investment (ROI), and other key metrics.
Analyzing VoC programs gives you data to help you reduce losses while investing in the right product strategy. For example, McDonald’s plans to use less packaging by 2025 based on customer feedback, meaning customer-approved and cost-effective packaging.
Following through on data insights from the voice of customer programs in your CX strategy helps keep your product features and benefits in line with customer expectations.
VoC programs help you recognize and address your customers’ concerns quickly, which greatly increases customer satisfaction. This, in turn, boosts brand loyalty and the chances of high-quality customer referrals.
Voice of customer programs consist of a mix of techniques that help you reach out to your customers to understand how they feel about your brand. Here are some techniques and when you can use them.
Customer interviews - Gain VoC insights in a more personal manner.
Online customer surveys - Gain quantitative and qualitative insights by asking the right questions.
Live chat - Get real-time feedback from your visitors.
Social media - Talk directly to your customers and stay up to date with customer conversations about you and your competitors.
Website behavior - See customer behavior on your website using heatmaps, visitor recordings, etc.
Online customer reviews - Gain more visibility and use reviews to make more informed decisions for product strategy.
Emails - Customize emails to ask questions or get feedback from your mailing list.
Feedback forms - Ask for feedback from your website visitors.
Recorded calls - Get historical data using sales calls, customer service calls, etc.
Voice of customer programs should be designed such that you are able to capture customer intent at every step and channel in the customer journey. The four key steps in a typical voice of customer program are:
Gathering structured data, such as name, demographics, and age, as well as unstructured data, including reviews and social media comments, makes you aware of how your customers feel about your brand.
Analyzing customer data and discovering emerging trends help you understand customer sentiment.
Your VoC program builds value as you act upon the insights you gained, as customers are more likely to stick with your brand when they see that their voices are heard.
Monitoring outcomes regularly and identifying whether you see an increase in essential metrics, such as ROI and CSAT, can significantly help you revamp your business strategy.
Customers use multiple channels in their customer journey to express their views on a product or service. Tapping into the voice of the customer from all these channels and converting that data into actionable insights is made possible with Sprinklr’s unified customer experience management (Unified-CXM) platform.
Equipped with industry-leading AI, Sprinklr Modern Research enables you to listen, learn, and act based on real-time customer data and lets you:
Tap into 30+ digital channels, 1.5B+ webpages, 5,000+ print sources, 1,500+ TV and radio sources including paywalled sites, 1,000+ podcast sources, and 3,100+ classified sources, and monitor brand and customer conversations from over 500 million messages across the internet
Understand trends, preference shifts, and customer behavior based on product, images, location, and more.
Categorize content based on tone, themes, objectives, and customer journey stages.
Get real-time notifications to stay ahead of events that can impact brand reputation.
Monitor VoC insights on customizable dashboards and share them externally or with concerned teams for immediate action.
A Sprinklr representative will be in touch with you shortly.
Contact us today, and we'll create a customized proposal that addresses your unique business needs.
No need to fill out any forms — you're all set.
F1's viewership has skyrocketed globally with the onset of the 2022 season. Learn how Sprinklr uncovers unique F1 insights to harness customer experiences and engagement.
Drew Lazzara
May 16, 2022 • 6 min read
Using location-based intelligence ensures that your customers have the same seamless experience wherever they shop. Here are four things to consider.
Lisa Villano
May 5, 2022 • 6 min read
Brands struggle to extra value from data — unveil blind spots and close the gap between social data and relevant action with conversation insights. Learn more.
Soleil Kelley
April 28, 2022 • 3 min read