Voice of Customers Analytics: Why Do you Need it & How to Set it Up? - Text Analysis and Sentiment Analysis Solutions - BytesView

Voice of customers, why do you need it? Customers expect more than ever from the brands they use. They expect products and services to perform exactly to their needs–easy to set up, easy to use, etc–and more personalized and empathetic customer service. In 2021, customers want to get in touch with your company from wherever they choose – in-app, on live chat, email, phone, etc. In fact, a recent Zendesk CX trends report shows that 64% of customers used a completely new support channel in 2020 and 73% of them plan to continue using it.