VOC (Voice of Customer)in the operation of e-commerce sites and physical stores,Important information assets that should be used to improve products and services and the customer service experienceIt is.
This article systematically introduces the basics of VOC and measures using UGC tools.
Contents: Contents
1. Basic explanation of VOC: How to grow your business by leveraging customer feedback
2. maximize the voice of the customer! The difference and synergy between VOC and UGC
Effective VOC measures using UGC tools
summary
1.Basic VOC Explanation: How to Grow Your Business by Leveraging the Voice of the Customer
-What is VOC (Voice of Customer)?
VOCs are defined as "Voice of CustomerAbbreviated name for "The,Comments, requests, and evaluations received by the company from its customersThis refers to such things as This includes information collected through surveys, customer support, call centers, interviews, etc.
-Why are VOCs important?
The design of the product or service is,Based on the customer's point of viewIt is important to do so from the brand perspective of the company. However, if the planning is done solely from the company's brand perspective,Gap" between user perspective andIt is not uncommon for the creation of
VOCs cannot be grasped inside the brandMisalignment" between the company and its customersThe reason for this is to reflect the customers' opinions on theUtilized as data to provide hints for improvementThe following is a list of some of the ways to do this. Listening to the actual voice of the customer will enhance service quality and experience value, resulting in higher customer satisfaction (CS) and LTV.
2. Maximize customer feedback! Difference and synergy between VOC and UGC
Difference between -VOC and UGC
VOCs,Customer feedback in the form of feedback actively collected by the companymeans "a content that is not a part of the product". User Generated Content (UGC), on the other hand,A generic term for content voluntarily created by ordinary users and posted on social networking sites, review and word-of-mouth sites, etc.means "a person who is a member of a group of people who are not members of a group.
Synergy between -VOC and UGC
VOC is actively collected through call centers and other departments to improve products and services, and from UGC posted by customers as reviews and SNS content,Finding new points of appealBy,Synergistic use of VOC and UGC to create effective marketing initiativesThe following is a list of the most common types of products that can be used in the market.
For example, customer feedback reaching the call center is, ,Requests" for improvements to products and services, and "Questions" such as questions about how to use a product or service.On the other hand, in UGC, while there are such "requests" and "questions," there are also many "requests" and "questions. On the other hand, in the UGC, while there are such "requests" and "questions", there are also
✔︎ I could see the benefits of the product.
✔︎I would recommend it to my friends at
✔︎I found it more effective when used like 〇〇
and because they can easily post reviews, images, and videos as if they were sharing them with family and friends,Communication-based customer feedback, such as "sharing" and "suggestionsis unique in that it reflects theThe following is a list of the most common problems with the "C" in the "C" column.Realistic usage and suggestions from the consumer's perspectiveand includes theCompelling and appealing contentIt can be said that
By gathering positive and negative customer feedback from many sources and reflecting it on the site, products, and services,Aim to improve customer satisfaction and increase CVRIt is possible to
Effective VOC measures using UGC tools
-What is a UGC tool?
The UGC tool implements functions to collect, analyze, and post text reviews and word of mouth as well as visual content created by users and posted through SNS and other media. In addition to displaying reviews,Analyze data to develop measures based on customer insightand add depth to marketing initiatives.
-User's questions answered by the voice of the customer.
By posting UGC collected from reviews and visual UGC content collected from social networking sites on their e-commerce sites,Reduced abandonment rates and improved CVRs by allowing users to find out information about products and services through third-party testimonials.This leads to
-One to one customer service
By using the UGC tool, customers can easily post reviews, and brands can reply to review posts by replying to customers,One-to-one communication on the e-commerce site, similar to face-to-face customer service in a store.This will make it possible to This will allow,Increased trust and loyalty to the brandis expected to be
| Efficient VOC collection
Among the UGC tools are,Ability to incorporate a survey into review request emailsSome of them have the following It is possible to take the following survey in the review request email, which is part of the VOC measure, at the same time as the UGC collection. As a result,Review collection and VOC survey at the same timeThe following is an example of a product that can be used in this way.
Example of survey items
✔︎Please let us know your recommendations at.
✔︎Please tell us about your satisfaction with.
✔︎What is the purpose of your visit to?
Easy submission of surveys by making them optional, so you don't have to spend time thinking about them.It is possible to do so.
-Rewards granted to increase collection rate
In the review request email, a survey with reduced selective man-hours is posted, with specifications for easy submission,Rewards such as points and coupons increase customer submission rates and collect more VOCIt is possible to do so.
-Elimination of burdens for both the brand and the customer
By using the UGC tool to collect and display reviews,Reduces the number of inquiries to customer support, as well as the time spent on creating questionnaires, thereby streamlining operational man-hours.The following is a list of the most common types of products that can be used in the market.
On the other hand, for customers as well,Reduce man-hours spent searching and the mental and time burden of making inquiriesThis can be done by phone or email. While phone or email inquiries may require time to think about your inquiry and may cause you to leave the site or finish your purchase experience without resolving your opinions or questions about the product or service,Third-party testimonials reduce the burden and stress of resolving questions and provide a smooth purchasing experienceIt is.
-Importance of VOC and UGC in AI search
Nowadays, the use of AI search is expanding rapidly, even in online shopping. reviews and social networking posts collected by UGC tools,Important index material that makes it easier for AI to derive appropriate products and pages for user queries (i.e., questions)VOC and UGC will be,Build inflow leads via AIThis can also be effective in
summary
In this issue, we systematically introduced the basics of VOC and measures utilizing UGC tools.
By utilizing UGC tools, we can provide customer feedback that cannot be obtained through traditional surveys or customer support alone., ,Incorporate insights from both VOC and UGC axes, and collect and utilize them in a more efficient and reliable mannerThe following is a list of the most common types of products that can be used in the market.
U-KOMI is a UGC (user generated content) utilization tool for collecting and utilizing customer feedback. By using this tool, you can display reviews beautifully on your own e-commerce site, not to mention improve your conversion rate (CVR) by utilizing Instagram content,Implementing a mechanism that enables the real-time utilization of a living information asset in the form of reviews as a feature.I am doing it.
In addition, U-KOMI is,U-KOMI AIThe AI function is implemented as an AI function calledU-KOMI AI is a set of smart AI functions that performs sentiment analysis, keyword extraction, AI score calculation, and automatic reply to reviews.
From customer service to service and product improvement, we take marketing to the next level.
You may want to consider implementing UGC tools in line with your company's marketing initiatives.
List of UGC Case Studiesis here:https://u-komi.com/jirei
Download Materialsis here:https://u-komi.com/
To U-KOMIContact usis here :https://u-komi.com/contact/
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