My review
September 30, 2024

My review

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Voice of the Customer

We user Verint Voice of the Customer to identify issues in customer experiences we would otherwise not be knowledgeable. We also use VOC to learn about what we're doing well, and should amplify. The product assists us to address various business problems, including technical errors, navigation issues, discovery and awareness limitations, and broken experiences (i.e. broken links), content satisfaction (or dissatisfaction), and more. Our use case is broad in scope, including satisfaction of both AARP members and non-members, first-time and repeat site visitors, multiple site areas, topics, and actions/outcomes.

Pros

  • Measuring satisfaction of customers at a segmented/audience level
  • Survey implementation for various business units, programs and initiatives
  • Self-service capability for the enterprise

Cons

  • Ease of dashboarding and reporting
  • Simpler data export capability
  • Easy to follow UI for the portal
  • Positively impacted the time to resolution for break/fix
Overall usability is good. AARP is relatively new to the platform, coming from ForeSee, so likely still a lot to learn. There seem to be some areas (previously noted) where UI can be more intuitive and easier to use.

Do you think Verint Voice of the Customer delivers good value for the price?

Yes

Are you happy with Verint Voice of the Customer's feature set?

Yes

Did Verint Voice of the Customer live up to sales and marketing promises?

Yes

Did implementation of Verint Voice of the Customer go as expected?

Yes

Would you buy Verint Voice of the Customer again?

Yes

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.

Verint Voice of the Customer Feature Ratings

Customer experience management
9.0
Multi-channel customer feedback collection
10
Product usage analytics
10
Customer experience dashboard
7
AI-powered recommendations
9

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented a year ago
    Hi there – thank you so much for taking the time to leave a review for Verint Voice of the Customer and scoring it 10/10! We were happy to hear that you highlighted several VoC features that work well for you and your team, such as segmentations, self-service capabilities and overall usability. We also appreciate your notes on areas in need of improvement. If you have more insights into dashboarding, reporting, or UI changes you’d like to see, let us know. Your feedback is invaluable, and we’re committed to enhancing our platform to better meet your needs. Thank you again for your contribution! Cheers

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