Customer Success Glossary

Welcome to our list of common Customer Success terms. Keep up with our continually evolving industry and empower yourself with the latest Customer Success terms, definitions, and knowledge.

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Voice of the Customer

Voice of the Customer (VoC) is the process of requesting, gathering and analyzing customer feedback. It provides a direct opportunity to improve the customer experience, which, in turn, makes customers more likely to remain loyal.

VoC Best Practices

VoC information can reveal a customer’s personal opinions and emotions, so it’s important to respond in a personalized, attentive fashion rather than providing generic replies. Some best practices for VoC include:

  • Gather feedback from multiple channels
  • Share feedback across your enterprise
  • Make sure you respond to VoC
  • Seek feedback at the right times
  • Personalize your VoC requests
  • Capture VoC within your customer success software

VoC Templates

Learn More about Voice of the Customer