Voice of customer software that asks follow-up questions
Voice of customer software collects what customers say about your product and turns it into something a team can act on. Moderators does this through conversation: an AI moderator interviews your customers by chat or voice, asks follow-up questions when an answer is vague, and returns themes with the exact quotes. You hear the reason, not just the rating.
Try to export last month's report. Say what you are thinking.
I expected it under Reports, so I am looking there.
What made you look there first?
The menu says Reports, and I assumed exports live there.
Quote from the interview
“Setup took two days and nobody had time.”
Why is a satisfaction score not enough?
A score of six out of ten gives you a number to track. It does not tell you whether the person was frustrated by setup, by a missing report or by a support reply that took three days. Open comment boxes help, but most people write five words, and nobody can ask them what they meant.
What does a conversation fix?
When a customer writes "support was slow," the moderator can ask which request, how long it took and what they did while waiting. Two follow-ups later you have a specific, quotable story that the support lead can act on. That depth is what a voice of customer program is supposed to deliver.
How do you start a round?
Pick the moment you care about, such as the first week after signup, a canceled subscription or a recent support ticket. Write the question in plain words. Moderators prepares the guide. You send the link to that group in whatever channel you already use to reach them, and each person answers on their own time.
Which moments work well?
- New customers, to learn what they expected and what surprised them.
- Customers who canceled, to hear the reason in their own terms.
- Customers who contacted support, to learn how the experience felt after the fix.
- Long-time customers, to learn what keeps them and what they quietly work around.
How are the responses summarized?
After the conversations, Moderators groups what people said into themes and shows how many conversations touched each one. Each theme carries direct quotes that link to the transcript. Instead of a word cloud, you get sentences you can paste into a product brief or read aloud in a planning meeting.
What about structured data?
This is a qualitative tool. It does not replace a survey when you need a precise percentage across thousands of people. It is meant for the question that comes after the number: what is behind it. Many teams keep the survey and use Moderators to explain the movement.
Which channel should you offer?
Chat suits people who answer between meetings. Voice suits people who explain better by talking, and it tends to produce longer, more natural answers. Your plan includes both a chat interview allowance and voice minutes, so you can match the channel to the audience. The home page demo is text only, and voice interviews are part of paid plans.
Who runs these programs?
Insights teams building a continuous listening practice, product teams closing the loop after launches, and research agencies that run listening work for clients. For the broader product view, see the customer insights platform.
What does a listening program cost?
Annual billing is the default and takes 50% off. There is no free plan, and a used limit does not return within the period.
- Starter: $99/month, $49.50/month billed annually. 100 chat interviews, 120 voice minutes, 1 seat.
- Team: $249/month, $124.50/month billed annually. 400 chat interviews, 300 voice minutes, 5 seats, custom-branded link.
- Scale: $599/month, $299.50/month billed annually. 1,000 chat interviews, 750 voice minutes, 15 seats, findings repository, API.
- Enterprise: $1,499/month, $749.50/month billed annually. 2,500 chat interviews, 1,800 voice minutes, SSO, roles, SLA, invoices, data retention controls.
A Starter user who bills annually pays $49.50 for up to 100 chat interviews, which is under 50 cents per interview if the whole limit is used. Full plan details are on the pricing page.
Hear the reason behind the next score
Try a short text interview on the home page, then point the same approach at the customers you most want to understand.