How Different Industries Use VoC Insights with Hear

‍Explore real-world examples of how various industries can use Voice of Customer (VoC) insights with Hear to improve customer experience (CX) and business performance.

Strip away all the fluff, and your organization's success ultimately hinges on one thing—how well your products and services meet your customers' needs and wants. But unless you actively seek and listen to what they’re saying and analyze customer behavior, your products and services will likely be out of sync with their evolving expectations.

It doesn’t matter what industry you’re in—customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about. That means fine-tuning your CX depends on how well you can sift through the noise and meaningfully analyze customer feedback.

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven Voice of Customer (VoC) tools like Hear to extract insights from customer feedback at scale.

This article explores real-world examples of how various industries use Hear’s VoC insights to improve customer experience and business performance.

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What is Voice of Customer (VoC)? Voice of the customer (VoC) involves collecting and analyzing customer feedback about their experiences, needs, and preferences regarding your products, services, or brand.

With Hear’s AI-driven platform, you can collect VoC data through multiple channels, including:

• Call center conversations
• Email and chat support
• Agent performance evaluations
• Online reviews and surveys

This data is crucial for understanding customer sentiment, identifying areas for improvement, and strengthening customer relationships.

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The Impact of VoC on Customer Satisfaction Customer satisfaction is a critical metric, and voice of customer data plays a significant role in improving it. By collecting and analyzing customer feedback, you can identify areas for improvement and make data-driven decisions to enhance the customer experience. When customers feel heard and valued, they’re more likely to remain loyal to your brand and become advocates, contributing to long-term business success.

With Hear’s sentiment analysis and insights, companies can track customer emotions at scale, monitor complaint trends, and take proactive measures to resolve issues before they escalate.

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Voice of Customer Methodology Here’s a typical approach for collecting, analyzing, and acting on VoC insights with Hear:

1. Define Objectives: Identify what you aim to achieve with your VoC program, such as improving customer satisfaction or reducing churn.
2. Identify the Target Audience: Determine which customer segments are most relevant for feedback.
3. Collect Customer Feedback: Use call monitoring, email/chat analysis, and customer support interactions to gather comprehensive feedback.
4. Analyze Feedback: With Hear’s AI-driven thematic analysis, you can quickly spot trends and sentiment patterns.
5. Act on Insights: Prioritize the most critical issues and address customer concerns to improve their experience.
6. Measure Success: Track KPIs like churn rate, FCR (first call resolution), and NPS (net promoter score) to evaluate the impact of your efforts.

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How Different Industries Use VoC Insights with Hear

1. Retail

Retailers can use VoC insights from Hear to drive personalized shopping experiences, optimize store layouts, and enhance specific elements of CX.

• Personalized Shopping: By analyzing customer calls, online support chats, and post-purchase feedback, retail brands can understand customer buying preferences. A fashion retailer, for example, may identify rising interest in sustainable clothing and create dedicated marketing campaigns for eco-friendly products.
• Store Layout Optimization: Brick-and-mortar retailers can analyze complaints like "It’s too hard to find products" from call center conversations. If patterns emerge, they can redesign store layouts to improve product visibility and increase in-store purchases.
• Enhancing Loyalty Programs: Retailers use Hear’s VoC insights to understand customer preferences in loyalty programs. For example, customers may prefer cashback over points, leading to a strategic shift in rewards offerings.

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2. Financial Services

Banks, credit unions, and insurance companies use Hear’s VoC analysis to streamline operations and improve customer satisfaction.

• Improve Product Development: By collecting feedback from support calls, financial institutions can tailor financial products and services. If multiple customers request new payment features, banks can prioritize these enhancements.
• Customer Support: Hear’s AI tracks complaints like "Wait times are too long" and "No one follows up on my requests." This insight enables financial firms to adjust staffing levels or create self-service options to reduce wait times.
• Optimize Claims Process: Insurance companies use Hear to track keywords like “claims status” in support calls. By addressing delays in the claims process, they can improve transparency, reduce complaints, and boost customer satisfaction.

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3. Telecommunications

With large call volumes, telecom companies need streamlined processes for managing and analyzing VoC data.

• Reduce Churn: Hear’s churn prediction model identifies at-risk customers by tracking negative sentiment in calls, chat, and email. Companies can intervene with targeted retention offers.
• Improve First Call Resolution (FCR): If customers frequently call back for unresolved issues, it’s a red flag. Hear’s FCR analysis identifies the root cause of repeat calls, enabling telecom firms to retrain agents or improve support scripts.
• Enhance Agent Performance: Hear’s agent performance evaluations analyze support conversations, highlighting key areas where agents excel or need additional training.

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4. E-commerce

E-commerce platforms use Hear’s insights to deliver frictionless online shopping experiences.

• Cart Abandonment Analysis: Hear identifies call conversations where customers discuss issues like “Promo code not working.” This feedback helps e-commerce companies improve checkout design and reduce cart abandonment.
• Product Feedback: Negative sentiment about specific product lines can signal design flaws or quality issues. E-commerce companies can act on this feedback to improve product quality and customer satisfaction.
• Delivery Issues: Keywords like “where’s my order” and “package damaged” help businesses identify issues with shipping providers and take corrective action.

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5. Travel & Hospitality

Travel companies and hospitality providers use Hear’s VoC analysis to maintain customer satisfaction and reduce negative experiences.

• Enhance Guest Experiences: Feedback from travelers about room cleanliness, check-in times, and staff behavior helps hotels prioritize changes. If multiple guests report slow check-in, hotels can increase staffing during peak hours.
• Improve Customer Support: By analyzing support calls, travel agencies can understand why customers are calling (like “change my flight”) and introduce self-service tools to manage these requests.
• Upsell Opportunities: Keywords like "upgrade" signal moments where agents can offer premium services like seat upgrades or late checkouts, driving additional revenue.

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6. Utilities

Utility companies must be proactive in handling customer feedback during disruptions and outages.

• Outage Alerts: Hear’s risk monitoring system tracks alerts on mentions of “power outage” or “water leak,” so utility providers can address issues faster.
• Customer Service Improvements: Insights from customer calls regarding long hold times or slow issue resolution help utility companies reduce customer frustration and build trust.
• Proactive Messaging: By anticipating common questions after a storm, utility companies can create proactive notifications to reduce inbound call volume.

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6 Key Benefits of Using VoC with Hear

1. Enhanced CX: Personalized services and proactive problem-solving.
2. Reduced Churn: Identify at-risk customers and intervene.
3. Increased Efficiency: AI insights streamline agent workflows.
4. Continuous Innovation: Feedback fuels product and service development.
5. Faster Time-to-Insight: Instant analysis of thousands of conversations.
6. Revenue Growth: Upsell and cross-sell opportunities.

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Take Action with Hear From personalized retail experiences to smarter utility support, VoC insights power customer-centric improvements across industries. With Hear’s AI-driven analysis, companies can make data-driven decisions, reduce churn, and drive growth.

Want to see how Hear can transform your customer experience strategy? Schedule a demo today and experience the power of customer insights at scale.

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