Market Overview:
The global voice of the customer (VoC) tools market is expected to grow at a CAGR of 10.8% during the forecast period from 2018 to 2030. The growth in this market can be attributed to the increasing demand for customer feedback and insights across different industries, such as retail, one-stop shop, e-commerce, and others. Additionally, the growing trend of cloud-based VoC tools is also contributing significantly to the growth of this market.
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Product Definition:
A Voice of the Customer (VoC) tool is a software application that helps companies collect and analyze feedback from their customers. VoC tools can help businesses identify customer needs and preferences, track customer satisfaction, and measure the effectiveness of their marketing campaigns.
Cloud-Based:
Cloud-based solutions are software and services that provide a platform for developing customer-centric applications. The VoC tools help enterprises to obtain, analyze, and utilize data related to customer experience in real time. It also helps organizations improve the quality of their products/services by enhancing the speed of development & delivery while reducing costs significantly.
On-Premise:
On-premise solutions are software and hardware based solutions that are installed on the end user’s premises. These systems record the interactions between humans and machines, which is then used to create a transcript of those interactions. The data is further analyzed to extract valuable insights for making business decisions.
The VoC tools analyze customer calls in real-time and provide actionable insights to help improve customer experience while reducing operational costs with faster implementation of new products or services.
Application Insights:
The others segment that includes travel, banking and financial services, healthcare and medical VoC applications held the largest market share in 2017. The growth of this segment can be attributed to the increasing adoption of these tools by service providers to improve their customer engagement capabilities. For instance, American Express developed a voice-based tool named Amex Voice which enables customers to access information about their accounts through personalized content. Similarly, retailers are adopting various technologies such as big data analytics and artificial intelligence for improving customer engagement capabilities through digital channels. This is expected to drive industry growth over the forecast period.
The e-commerce VoC tools market is anticipated to witness significant growth over the forecast period owing to increased consumer awareness regarding product quality along with convenience offered by online shopping coupled with rising competition among retailers globally for enhancing their brand image.
Regional Analysis:
North America dominated the global market in 2017. The region is expected to maintain its position during the forecast period owing to early adoption of technologies and implementation of innovative solutions by companies based in this region. Moreover, increasing number of vendors offering cloud-based VOC tools is also one major factor contributing toward regional growth.
Asia Pacific voice of customer tools market is anticipated to grow at a lucrative rate over the forecast period owing to increasing internet penetration and changing consumer behavior patterns across various sectors including retail, telecom, BFSI, automotive among others. In addition, growing e-commerce industry has led marketers & brands worldwide into an arms race for gaining greater insights into their customers’ buying journey thus driving demand for VOC technology across Asia Pacific region.
Growth Factors:
- Increased demand for customer feedback and insights to improve customer experience
- Proliferation of digital channels and the need to manage customer interactions across all touchpoints
- Emergence of new technologies such as artificial intelligence (AI) and machine learning that can help analyze VoC data to extract insights
- Growing focus on retention and loyalty programs that aim to keep customers engaged
- Rising pressure on businesses from competition, regulatory requirements, social media, etc., to be more transparent
Scope Of The Report
Report Attributes
Report Details
Report Title
Voice of the Customer (VoC) Tools Market Research Report
By Type
Cloud-Based, On-Premise
By Application
Retailers, One-stop Shop, E-commerce, Others
By Companies
Qualaroo, Feedier, Zonka Feedback, InMoment, Clarabridge, Qualtrics, Feedbackify, Verint Foresee, Opinionlab, Usabilla, Wootric
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
183
Number of Tables & Figures
129
Customization Available
Yes, the report can be customized as per your need.
Global Voice of the Customer (VoC) Tools Market Report Segments:
The global Voice of the Customer (VoC) Tools market is segmented on the basis of:
Types
Cloud-Based, On-Premise
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
Retailers, One-stop Shop, E-commerce, Others
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Qualaroo
- Feedier
- Zonka Feedback
- InMoment
- Clarabridge
- Qualtrics
- Feedbackify
- Verint Foresee
- Opinionlab
- Usabilla
- Wootric
 Tools Market Overview.svg)
Highlights of The Voice of the Customer (VoC) Tools Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Cloud-Based
- On-Premise
- By Application:
- Retailers
- One-stop Shop
- E-commerce
- Others
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Voice of the Customer (VoC) Tools Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
How you may use our products:
- Correctly Positioning New Products
- Market Entry Strategies
- Business Expansion Strategies
- Consumer Insights
- Understanding Competition Scenario
- Product & Brand Management
- Channel & Customer Management
- Identifying Appropriate Advertising Appeals
 Tools Market Statistics.svg)
8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Voice of the customer (VoC) tools are software applications that help organizations understand and respond to customer feedback. VoC tools can be used to collect, analyze, and manage feedback data. They can also help identify trends and patterns in customer feedback, which can help organizations make better decisions about their products and services.
Some of the key players operating in the voice of the customer (voc) tools market are Qualaroo, Feedier, Zonka Feedback, InMoment, Clarabridge, Qualtrics, Feedbackify, Verint Foresee, Opinionlab, Usabilla, Wootric.
The voice of the customer (voc) tools market is expected to grow at a compound annual growth rate of 10.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Voice of the Customer (VoC) Tools Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Voice of the Customer (VoC) Tools Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Voice of the Customer (VoC) Tools Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Voice of the Customer (VoC) Tools Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Voice of the Customer (VoC) Tools Market Size & Forecast, 2018-2028
4.5.1 Voice of the Customer (VoC) Tools Market Size and Y-o-Y Growth
4.5.2 Voice of the Customer (VoC) Tools Market Absolute $ Opportunity
Chapter 5 Global Voice of the Customer (VoC) Tools Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Voice of the Customer (VoC) Tools Market Size Forecast by Type
5.2.1 Cloud-Based
5.2.2 On-Premise
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Voice of the Customer (VoC) Tools Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Voice of the Customer (VoC) Tools Market Size Forecast by Applications
6.2.1 Retailers
6.2.2 One-stop Shop
6.2.3 E-commerce
6.2.4 Others
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Voice of the Customer (VoC) Tools Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Voice of the Customer (VoC) Tools Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Voice of the Customer (VoC) Tools Analysis and Forecast
9.1 Introduction
9.2 North America Voice of the Customer (VoC) Tools Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Voice of the Customer (VoC) Tools Market Size Forecast by Type
9.6.1 Cloud-Based
9.6.2 On-Premise
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Voice of the Customer (VoC) Tools Market Size Forecast by Applications
9.10.1 Retailers
9.10.2 One-stop Shop
9.10.3 E-commerce
9.10.4 Others
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Voice of the Customer (VoC) Tools Analysis and Forecast
10.1 Introduction
10.2 Europe Voice of the Customer (VoC) Tools Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Voice of the Customer (VoC) Tools Market Size Forecast by Type
10.6.1 Cloud-Based
10.6.2 On-Premise
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Voice of the Customer (VoC) Tools Market Size Forecast by Applications
10.10.1 Retailers
10.10.2 One-stop Shop
10.10.3 E-commerce
10.10.4 Others
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Voice of the Customer (VoC) Tools Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Voice of the Customer (VoC) Tools Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Voice of the Customer (VoC) Tools Market Size Forecast by Type
11.6.1 Cloud-Based
11.6.2 On-Premise
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Voice of the Customer (VoC) Tools Market Size Forecast by Applications
11.10.1 Retailers
11.10.2 One-stop Shop
11.10.3 E-commerce
11.10.4 Others
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Voice of the Customer (VoC) Tools Analysis and Forecast
12.1 Introduction
12.2 Latin America Voice of the Customer (VoC) Tools Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Voice of the Customer (VoC) Tools Market Size Forecast by Type
12.6.1 Cloud-Based
12.6.2 On-Premise
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Voice of the Customer (VoC) Tools Market Size Forecast by Applications
12.10.1 Retailers
12.10.2 One-stop Shop
12.10.3 E-commerce
12.10.4 Others
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Voice of the Customer (VoC) Tools Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Voice of the Customer (VoC) Tools Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Voice of the Customer (VoC) Tools Market Size Forecast by Type
13.6.1 Cloud-Based
13.6.2 On-Premise
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Voice of the Customer (VoC) Tools Market Size Forecast by Applications
13.10.1 Retailers
13.10.2 One-stop Shop
13.10.3 E-commerce
13.10.4 Others
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Voice of the Customer (VoC) Tools Market: Competitive Dashboard
14.2 Global Voice of the Customer (VoC) Tools Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Qualaroo
14.3.2 Feedier
14.3.3 Zonka Feedback
14.3.4 InMoment
14.3.5 Clarabridge
14.3.6 Qualtrics
14.3.7 Feedbackify
14.3.8 Verint Foresee
14.3.9 Opinionlab
14.3.10 Usabilla
14.3.11 Wootric
