VOICE OF CUSTOMER (VoC)
Stop guessing what customers mean. See it, understand it, fix it. Quantum Metric VoC captures feedback in context, connects it to real behavior, and enables you to act in the moment.
Connect feedback and sentiment directly to session replay and behavioral data, so you can see exactly what happened and why customers feel the way they do.
AI-powered modeling predicts sentiment for the 98% of users who never respond, giving you a complete, unbiased view of your entire customer base.
Automatically trigger workflows, alerts, and in-product interventions to resolve issues as they happen and prevent them from impacting more customers.
CONNECTED SOURCES
Capture feedback from surveys, chat and call transcripts, reviews, social, and contact center data. Structured and unstructured sources are analyzed together to give you a complete picture of the customer experience.
BEHAVIORAL FEEDBACK
Trigger feedback based on real behavior like frustration or drop-off. Every response is tied to session replay for full context.
AI-POWERED INSIGHT
Detect sentiment, uncover emerging issues, and surface trends automatically, while predicting sentiment for the silent majority with our AI insights engine.
IMPACT QUANTIFICATION
Connect feedback directly to user, session, and revenue impact so teams can make confident, data-driven decisions.
CLOSED-LOOP ACTION
Detect friction in real time and trigger automated workflows, alerts, and in-product interventions, closing the loop from insight to action without delay. Built natively into the Quantum Metric platform, no tagging or integrations required.
Give every team real-time visibility into customer experience tied directly to behavior and business impact, so you can prioritize the initiatives that drive the most value.
Modernize VoC programs with AI-powered analysis of structured and unstructured feedback, moving beyond surveys to continuous, contextual customer listening and real-time action.
Eliminate manual analysis and scale trusted, explainable insights by connecting behavioral and feedback data in a single, governed platform.
“Why are customers abandoning checkout—and how much revenue are we losing?”
“Where are users dropping off in booking flows, and what’s causing it?”
“What’s driving frustration in account opening, and how widespread is it?”
“Why are customers failing to complete quotes, and what should we fix first?”
“Which journeys are creating friction and leading to failed activations?”
Traditional VoC tools rely on surveys and reactive reporting. Quantum Metric VoC connects feedback with real behavioral data, predicts sentiment across all users, and enables proactive, real-time action, turning feedback into a continuous system for insight and execution.
In most cases, no. Traditional VoC tools focus on collecting and reporting feedback. Quantum Metric VoC captures feedback across surveys and other channels, but goes further by natively connecting it to behavioral data and session replay, quantifying impact, and enabling real-time action, adding the context needed to understand why issues happen and how to fix them.
AI models analyze behavioral patterns and feedback signals to infer sentiment for the silent majority, giving you a complete, population-level view of customer experience.
Yes. Surveys can be triggered based on real-time behavioral signals like frustration, abandonment, or low engagement, without requiring engineering resources.
VoC connects feedback directly to user behavior, sessions, and revenue, allowing you to measure how issues affect conversion, engagement, and business outcomes.
Yes. VoC detects friction in real time and can trigger alerts, workflows, and in-product interventions, closing the loop from insight to resolution automatically.
VoC is built natively into the Quantum Metric platform, so you can start capturing, understanding, and acting on feedback immediately without additional setup.
VoC uses targeted segments and behavioral triggers—like frustration signals, abandonment, or low engagement—to capture feedback at the most relevant points in the journey. This ensures higher-quality responses and more actionable insight.
VoC brings together surveys, chat and call transcripts, reviews, social feedback, and contact center data, combining structured and unstructured inputs into a single, unified view of the customer.
VoC connects sentiment and feedback directly to user impact and revenue impact, so teams can clearly see which issues matter most and prioritize based on measurable business outcomes.
