The challenge our clients face
To understand what your customers experience, you typically rely on a satisfaction score, answered by few, and a handful of verbatims shared in meetings.
The real pain points stay buried in thousands of messages, calls, and reviews. You discover them late, after they’ve already repeated, and make decisions without knowing where to begin.
Sources of the customer voice
The customer voice is the analysis of sentiment expressed by your customers themselves, revealing what they truly experience beyond your internal metrics. It’s found everywhere your customers reach out:
Messages, tickets, and calls
What your customers write or say, across any channel, reveals their contact reasons, expectations, and what drives them to return.
Reviews
Whether positive or negative, your online reviews show what customers remember about their experience and what they tell others.
Interactions with your conversational agents
Questions asked to your AI agents highlight what customers are looking for and where they’re not finding answers.
The question isn’t “What do my customers think?” but “What’s really frustrating them and where should I start?”
Our solution for analyzing 100% of the customer voice
Every customer service team has its own channels and priorities; iQ adapts to your organization.
iQ
iQ analyzes 100% of your interactions, human and automated: messages, tickets, calls (pulled from your telephony), reviews, and exchanges with your AI agents. It surfaces contact reasons, recurring pain points, sentiment, and weak signals, day by day and channel by channel. Track their evolution over time and measure the impact of an event, like an outage or an initiative on customer sentiment.
Discover iQ- Analyzes 100% of interactions, no sampling
- Extracts reasons, categories, and intents
- Detects recurring pain points and weak signals
- Assesses sentiment and satisfaction, conversation by conversation
- Identifies missed commercial opportunities
- Measures the impact of an event on customer sentiment (e.g., an outage)
- Dashboards and alerts for spikes in contact reasons
Example: Recurring contact reasons
For a social housing provider, the customer voice reveals recurring contact reasons among tenants. For a local authority, it’s the frequent requests from residents. For a business, it’s the pain points expressed in customer messages and reviews. In each case, iQ makes these reasons visible and measurable so you know where to start.
Frequently asked questions
What is the customer voice?
It’s the analysis of what your customers express themselves in their messages, calls, reviews, and interactions with your AI agents to understand what they truly experience.
How is it different from a satisfaction survey?
A survey measures what customers say when they respond. The customer voice analyzes what they spontaneously express in their interactions, across 100% of volume and in real time.
Does iQ analyze interactions with my AI agents too?
Yes. iQ analyzes all your interactions, whether handled by an advisor or an AI agent, for a complete view of what your customers experience.
Which channels does iQ analyze?
Calls (pulled from your telephony and automatically transcribed), as well as chats, tickets (emails, forms), and customer reviews.
Can you measure the impact of an event?
Yes. iQ tracks the evolution of contact reasons and sentiment over time so you can measure the impact of an outage or an initiative on what your customers express.
How long does it take to get my first analyses with iQ?
The timeline depends on your volume and channel diversity. An initial scoping call will define a tailored scope and schedule for your organization.
Is this relevant for any industry?
Yes, listening to the customer voice is a cross-industry need: recurring contact reasons for social housing tenants, resident requests for local authorities, and customer messages and reviews for businesses.