%20AskNicely.jpg)
Understanding what your customers think, feel, and expect is the key to delivering an exceptional experience. In other words, when you know exactly what will make your customers stay or walk away, you're able to create experiences that truly resonate. The process of understanding these sentiments can be captured using what we call, Voice of the Customer (VoC) programs.
By capturing customer feedback across various touchpoints, you can identify opportunities for improvement, refine your products and services, and ultimately drive stronger customer loyalty.
However, collecting and analyzing VoC data isn’t always easy. Teams often struggle with fragmented feedback channels, overwhelming amounts of unstructured data, and the challenge of turning insights into meaningful action. This is where VoC tools make all the difference. With advancements in AI and automation, modern VoC platforms help businesses streamline feedback collection, extract actionable insights, and embed customer-centric decision-making into their daily operations.
So, what are the best VoC tools available in 2025? Let’s take a look at important features, and benefits, and how to choose the best platform for your business. Whether you're looking to improve customer satisfaction, enhance brand loyalty, or optimize your service delivery, the right VoC tool can help you make data-driven decisions with confidence.
Let’s dive in!
Voice of the customer (VoC) tools are software solutions designed to help you collect, analyze, and act on customer feedback. These tools capture insights from multiple sources, including customer surveys, online reviews, social media, and customer support interactions, to help businesses understand customer needs, pain points, and customer expectations. By aggregating and processing this data, VoC tools offer companies the information needed to make informed, customer-centric decisions.
Implementing a VoC tool helps businesses extract meaningful insights from raw customer data, leading to tangible benefits. Using these tools the right way to take action can lead to improved customer satisfaction and loyalty. This increase in satisfaction comes from customers feeling as though their concerns are addressed proactively and that they’re taken care of. In addition to refining the customer experience, VoC tools can help you identify areas to enhance the product or service you offer, too. Using actual feedback to make these changes helps you meet customer needs in an optimal way.
There are several categories of VoC tools, each serving a unique role in collecting and analyzing customer insights:
With so many options available, choosing the right VoC tool depends on your business goals and the type of insights you need. In the next section, we’ll dive into the best VoC tools on the market for 2025.
Manually collecting and analyzing customer feedback, or using antiquated platforms, presents several challenges. Businesses often struggle with fragmented data sources, time-consuming analysis, and platforms that don’t help turn insights into meaningful action. Without a structured approach, feedback can become inconsistent, siloed, and reactive rather than proactive.
While every tool is different, generally VoC tools address these challenges by offering:
With so many VoC tools available, choosing the right one depends on your business needs, goals, and existing tech stack. Below, we’ve highlighted some of the best options on the market, starting with the top choice: AskNicely.
AskNicely is an easy-to-use customer experience platform that helps businesses collect, analyze, and act on customer feedback in real-time. Unlike traditional survey tools, AskNicely integrates seamlessly into daily workflows, ensuring that frontline teams receive the insights they need to improve customer interactions immediately. With a focus on simplicity, automation, and impact, AskNicely empowers businesses to make customer experience improvements that drive retention, referrals, and revenue growth.
Key features:
Reviews
AskNicely is highly rated for its ease of use, automation, and ability to drive measurable customer experience improvements. Users appreciate its simplicity and the way it integrates into daily operations.
“Using AskNicely, we now understand what customers think of the experience and how to improve it in real time. It’s also created an environment of betterment for our employees.” – Robert Arthur, Business Development Manager, Jiffy Lube
Pros and Cons
Pros:
Cons:
What kind of companies use AskNicely?
AskNicely is ideal for service businesses, multi-location brands, and companies with frontline teams that rely on real-time customer feedback. Industries that benefit most include healthcare, hospitality, retail, and home services.
Pricing
AskNicely offers custom pricing based on business needs. Find the right plan for your service business here.
G2 ratings and case studies
AskNicely has received almost 1000 high ratings on G2 (4.7 out of 5 stars), with users praising its simplicity, automation, and ability to drive frontline improvements.
‍
Want to see AskNicely in action? Book a demo today.
Overview:
‍MonkeyLearn is an AI-powered text analysis tool that helps businesses extract insights from customer feedback. It specializes in sentiment analysis, keyword extraction, and topic classification, making it a great choice for businesses that need to analyze large volumes of unstructured data from customer reviews, surveys, and social media.
Key features:
Best for: Companies looking for automated text analytics to process large volumes of qualitative feedback.
Pros:
Cons:
G2 Reviews: MonkeyLearn has less than 5 reviews on G2.
Overview:
‍Medallia is an enterprise-grade VoC platform that collects, analyzes, and distributes customer feedback across organizations. It’s designed for large businesses that need comprehensive customer experience management, including predictive analytics and AI-powered insights.
Key features:
Best for:
Enterprises and large organizations in need of a robust VoC solution with predictive analytics.
Pros:
Cons:
G2: Medallia has an average score of 4.5 stars on G2 however they have a small number of reviews compared to competitors.
Overview:
‍Sentisum is a customer feedback analysis tool that uses AI to provide instant insights from support tickets, reviews, and surveys. It helps businesses reduce manual tagging and prioritize high-impact customer issues.
Key features:
Best for:
Customer support teams looking to automate feedback categorization and identify trends quickly.
Pros:
Cons:
G2: Sentisum has a 4.8 rating on G2, but with only 14 reviews.
Overview:
Confirmit, now part of Forsta, is a VoC and market research platform that provides deep analytics and survey management. It’s widely used for customer, employee, and market research programs.
Key features:
Best for:
Companies that need advanced survey capabilities and in-depth data analysis.
Pros:
Cons:
G2: Forsta has a 4.2 G2 rating.
Overview:
InMoment is a customer experience and VoC platform that provides AI-driven insights and action plans to improve customer interactions. It’s designed to help stakeholders capture and analyze feedback across multiple channels.
Key features:
Best for:
Enterprises looking for an AI-powered platform to analyze VoC feedback across various touchpoints.
Pros:
Cons:
G2: InMoment has 4.9 stars on G2, but only has 20 reviews.
Overview:
Clarabridge, now integrated into Qualtrics XM, specializes in AI-powered text and speech analytics. It processes customer feedback from surveys, emails, chat logs, and social media to provide deep insights into customer sentiment and intent.
Key features:
Best for:
Businesses that need sophisticated sentiment analysis and omnichannel feedback collection.
Pros:
Cons:
G2: Clarabridge is unreviewed on G2.
Overview:
ResponseTek for Telco is a cloud-centric customer experience management (CEM) solution based on Amazon Web Services, enabling customer feedback to be captured as close to the customer experience as possible, delivering accurate information and optimal response rates.
Key features:
Best for:
Telecommunications and SaaS organizations looking to gather feedback and gain real-time VoC insights.
Pros:
Cons:
G2: ResponseTek only has 1 review on G2.
Overview:
‍Qualtrics XM (experience management) is a powerful VoC and CX platform designed for enterprises. It offers advanced survey tools, predictive analytics, and AI-driven insights to help companies improve customer experiences.
Key features:
Best for:
Large enterprises that need a comprehensive VoC solution with predictive analytics.
Pros:
Cons:
G2: Qualtrics XM has an average score of 4.2 out of 5 stars, with 700 reviews.
Overview:
NICE is a global technology company specializing in customer experience software, artificial intelligence, and digital and workforce engagement management. Their Voice of Customer Solution is designed to help brands collect and analyze feedback.
Key features:
Best for:
Businesses focused on measuring and improving NPS and customer loyalty.
Pros:
Cons:
G2: The NICE Voice of Customer Solution is unrevived on G2, however, their other products have an average 4.3 rating.
Overview:
Tealeaf, now part of Acoustic, specializes in digital experience analytics. It captures and analyzes customer interactions on websites and mobile apps to identify friction points and improve user experiences.
Key features:
Best for:
Businesses that want deep insights into digital customer behavior and website optimization.
Pros:
Cons:
G2: Tealeaf scores 4.1 on G2 with 37 reviews. ‍
Overview:
Sprinklr is an enterprise-grade customer experience management platform that combines social listening, AI-driven sentiment analysis, and omnichannel feedback collection. It is widely used by large brands to monitor and engage with customers across social media, review sites, and messaging platforms.
Key features:
Best for:
Large enterprises and brands that rely on social media engagement and omnichannel VoC strategies.
Pros:
Cons:
G2: Sprinklr has a 4.3 rating with just over 100 reviews.
Overview:
Adobe Experience Management is a digital experience platform that includes VoC capabilities. It helps businesses collect and analyze customer feedback while optimizing content and personalization strategies.
Key features:
Best for:
Businesses that want to integrate VoC data with digital content and marketing efforts.
Pros:
Cons:
G2: Adobe Experience Management (AEM) is reviewed on G2.
Overview:
Genesys is a customer experience and contact center platform that includes VoC tools for collecting and analyzing customer feedback across various communication channels. It’s widely used for optimizing call center operations and improving customer service.
Key features:
Best for:
Businesses with large customer support operations and call centers.
Pros:
Cons:
G2: Genesys has an average rating of 4.3 stars on G2.
Overview:
Chattermill is an AI-powered VoC tool that unifies customer feedback from multiple sources and delivers actionable insights through natural language processing (NLP). It helps companies understand customer sentiment and pain points at scale.
Key features:
Best for:
Businesses that want AI-driven VoC insights from multiple feedback channels.
Pros:
Cons:
G2: 4.5 out of 5 stars, with 170 reviews.
Below are some of the key features that make VoC tools essential for customer-centric organizations.
VoC tools provide multiple ways to collect customer feedback, ensuring businesses can capture insights from various touchpoints. Common methods include surveys (NPS, CSAT, and CES), online reviews, social media comments, support tickets, and in-app feedback. By offering omnichannel feedback collection, these tools help businesses gather a more comprehensive understanding of customer sentiment and expectations.
Advanced VoC platforms use AI-powered analytics to process large volumes of feedback efficiently. Natural language processing (NLP) and sentiment analysis help identify trends, detect recurring issues, and uncover customer emotions in real time. AI-driven tools not only categorize feedback but also prioritize actionable insights, allowing teams to focus on the most impactful improvements.
To maximize their impact, VoC tools integrate with various business systems such as CRM software, helpdesk platforms, and marketing automation tools. Seamless integrations enable businesses to centralize customer feedback and correlate it with other customer data, leading to more informed decision-making. Additionally, modern VoC tools prioritize accessibility, offering intuitive dashboards, real-time alerts, and mobile-friendly interfaces that allow teams to act on customer insights quickly and efficiently.
Every business has unique needs, making it essential to carefully evaluate VoC solutions to ensure they align with your goals and maximize ROI. The right tool should streamline feedback collection, provide actionable insights, and integrate seamlessly with your existing workflows. It should act as your CX copilot, helping not only hear what customers are saying but provide actionable workflows to ensure their voice is implemented across the experience you deliver.
Here are key criteria to consider when choosing a VoC platform:
Empower your teams with real-time customer feedback to drive consistently great service to every customer at every location, every time.
%20(1).png)