Transform CX with Brillio Voice of Customer (VoC)

Uncover deep customer insights and drive strategic growth for your brand and business with advanced VoC analytics.

Voice of Customer (VoC) has undergone a transformative shift in recent years. Traditionally, enterprises labored with methodologies confined to a few users and lacked a robust customer behavior analysis. These methods included focus groups, contextual inquiries, interviews, and ethnographic techniques, yielding good insights through fundamental qualitative analysis with quantitative metrics like Net Promoter Score (NPS). However, these approaches were often hamstrung by small sample sizes and a need for more depth beyond conventional survey questions.

The rise of advanced analytics and NLP-enabled methodologies meant businesses could engage with a vast customer base through social media platforms like LinkedIn, public forums like Reddit and Quora, and direct customer interactions. NLP, deep learning, and visualization tools enable robust text mining, predictive analytics, and the generation of actionable insights. Together, these methodologies offer businesses significant advantages toward CX transformation as follows:

• Brand management: Gain a nuanced understanding of brand perception and how to shape it effectively.
• Product launch management: Assess market and customer readiness when introducing new products.
• Reputation management: Monitor and manage public sentiment and brand reputation effectively.

Brillio VoC: The solution and approach

Solution

The Brillio VoC solution transforms customer feedback into actionable insights by analyzing customers’ personal needs and expectations. The solution (shown below) enhances brand and reputation management, empowering businesses with data-driven product and service insights.

Pre-integrated technology stack: Brillio’s solution utilizes a comprehensive stack of tools to interpret the voice of the customer, enabling brands to devise impactful follow-up strategies rapidly. Key components include:

• Real-time streaming and storage of big data: Capture and manage vast amounts of data instantly.
• Entity extraction: Identify and categorize relevant entities within customer feedback.
• Topic mining: Uncover trending topics and core issues raised by customers.
• Forecasting: Anticipate customer needs and future trends.
• Deep learning: Analyze patterns in information spread to enhance predictive accuracy.

Consultative deployment approach: Brillio’s approach ensures a structured deployment that drives continuous insights by:

• Defining topics: Identify key topics based on team objectives to focus the analysis.
• Establishing a question hierarchy: Organize questions to derive meaningful insights.
• Customizing visualizations: Tailor dashboards to interpret data intuitively.
• Analyzing needs: Derive actionable need statements from the gathered insights.

Brillio empowers businesses to listen and act on customer voices, gaining a competitive edge through data-driven strategies.