Verint Voice of the Customer vs. Zoho Forms

Verint Voice of the Customer is very well suited for measuring how satisfied (or dissatisfied) the customer base is in close to real time. Also well suited for identifying pain points across the experience. Not sure if the platform is well suited for measuring multiple interactions for a specified journey or a specific audience experiencing a specific journey

Incentivized

Zoho Forms is great for customer surveys, collection of data, onboarding clients, instances where you need a signature. Might be less appropriate for some businesses depending upon branding messages. Zoho Forms has some disclaimers that appear on forms i.e. not to enter personal information, credit cards, passwords, etc. so depends upon the intent & purposes of the form data collection, whether it would be a solution that would fit every business model.

Incentivized

• Scalable: no issues with volume for sending out emails nor reporting.
• Feature Rich: very well equipped.
• Support: excellent knowledge base and even better live support
• Pricing: very cost effective pricing models

• Its feature of sending alerts in real time is my favorite feature. Whenever someone fills an inquiry form, I get alert immediately.
• It has a mobile app also which makes this software usable at anytime and anywhere.
• It's a cloud based application so users don't need so save anything on their system and they don't need to be dependent on their system. They can access their forms from any system.

Incentivized

• Integrating with Google Analytics did take several sessions with their support team, so that could use improving
• Needed additional assistance from their technical team because of the configuration
• Limited customization for standard deployment survey templates. Some reports are a bit outdated

Incentivized

• Zoho Forms could improve if the Super Admin had access to view all reports from org users, not just view the name
• Audit history tracking needs to be extended, many of our older forms show no history past the creation date

Incentivized

The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget

Incentivized

First and foremost It’s easy to use. The Visual dashboard is great and simple to navigate!! The amount of info is thorough and collected timely if not in real time . I have even used it to contact a customer about an experience they had. I was able to ask why they chose the ratings they did on the survey

Incentivized

The user interface and user experience is outstanding, seems like a lot of hard work has been put into it by the design, development and product teams. The fonts used are optimal, the icons and menu bars are well placed, the colors are very friendly to the eye and the standard white background is beautifully adjusted to the user expectations. The sliders are well designed and you can easily find whatever menu/option/feature you are looking for without much hassle.

Incentivized

Every support contact I have had, be it by email, live chat or phone, I have had my issue resolved very quickly, efficiently and professionally by a knowledgeable and well trained support team member. Having worked in technical support many years ago myself, I can appreciate the level of service and quality of support offered by Verint. I would, without hesitation, say that Verint offers one of the best support experiences out there.

So far we have not faced any issue while using the software but our customer journey has been breathtaking so far, which obviously i am expecting, should be the case of the support of Zoho Forms as well. However we have explored their support channels; you can easily find the contact us form in the profile slider and there are other resources available with a single click like Help Menu, What's New Menu, Blogs and Forums. However i could not find any live chat or support with the Free version.

Incentivized

OpinionLab is one of the few out there that does two things very well in it's space: 1. Customer Feedback - just feedback, not surveys. Feedback is free text without more than one or two structured questions. Most survey systems offer too many options, and their reporting is made for structured data analysis not analysis of the open text fields. Some of the other tools viewed did not have the best features for medium or large scale deployment, from an analysis perspective, real-time data extract and download, or customization for branding.

Incentivized

Zoho Forms is just as good as Google Forms. I believe that ZF is easier to use. I have not used GF as extensively as ZF. I will be evaluating GF in the very near future. I selected ZF mainly because it easily integrates with its own Zoho applications quickly and with very little difficulty.

Incentivized

• Collect data around our login experience where eventually we were able to release a GPE directing customers to utilize our virtual assistant
• Verbatim around the claims experience allowed us to update our Claims Status page to provide more detailed, transparent information to the customer around the status of their claim.

Incentivized

• All positive. Zoho Forms is just another tool from the Zoho toolbox that adds value for us.
• ROI is hard to say since we are a Zoho One user. Providing an amazing customer experience is what we strive for and this tool is part of that customer experience. It may have a small effect within our internal process but it is a customer facing and customer interaction point/application so it is crucial that it performs optimally.

Incentivized