Become the voice of the customer for your business
Missing critical insights because of fragmented feedback data? Our voice of the customer (VoC) software analyses 100% of conversations across all channels and transforms them into actionable insights that drive results. Improved CX, Reduced churn, Increased agent efficiency.
Customer support is now an insights engine:
- Drive better agent performance in less time
- Support cross-departmental improvements
- Proactively address issues at scale
Recognise these roadblocks?
- Can’t find the root cause of customer contact.
- Random conversation reviews.
- Disconnected support channels.
- Struggling to improve CSAT.
- Low customer retention.
- Difficulty connecting feedback to business goals.
- Delayed data insights.
- Missed opportunities in product management.
- Challenges scaling customer insights.
- Data overload with no actionable insights.
- Siloed feedback across teams.
- Struggling to track customer sentiment.
Eliminate blind spots in your customer experience
360° Feedback Visibility
Review all customer interactions across every channel to make sure no insight is overlooked. From emails and chats to social media and WhatsApp, get a comprehensive view of customer sentiment and experience in one place.
1
Actionable Insights
Go beyond surface-level scores to the heart of the issue. Use advanced sentiment analysis and topic detection to identify customer pain points and trends that directly impact customer satisfaction, churn, and loyalty.
2
Centralised Data
Bring all your customer data into one unified platform. From product development to marketing, become the voice of the customer and empower your whole organisation with the data needed to improve service quality, enhance offerings, and meet key business goals.
3
What our customers are saying about us
Book Your Demo
Afroditi Pina
Director of Customer Service. Novibet
“We have managed a saving or if you wish, a return on investment by applying EdgeTier in Novibet, saving something close to six full-time employees during the last six months from efficiencies.”
James Waghorn
CarTrawler
“EdgeTier has improved data visibility and has ultimately helped us understand our business better”
Vladimir Greavu
Berlin Brands Group
“What EdgeTier is helping us achieve is run a full analytic on the customer feedback about a specific product and be able to quantify which are the top reasons why a customer is dissatisfied with a specific product.”
Deborah Guivisdalsky
Codere
"We are now able to react to issues faster than before, while also finding hidden issues that may have gone unnoticed."
Marily Tsega
Novibet
“Prior to working with EdgeTier, it was hard to gain clear, meaningful insights about the reasons behind customer contacts, especially for the betting industry, where there is a wide variety of contact reasons, identifying pain points and categorising the nature of contacts was a real challenge.”
Tracy Kennedy
Ryanair
“EdgeTier’s multilingual AI has dramatically increased the efficiency of our email handling in Ryanair. We save thousands of hours of agent time per month!”
Harness voice of the customer insights for smarter, more profitable decisions
- AI-powered interaction analysis
- Omnichannel feedback capture
- Actionable insights
- Real-time sentiment analysis
- Customisable dashboards
- Seamless integration
- Go live in 2 hours
- Real-time reporting
- Support in 140+ languages
Improved customer experience
Quickly pinpoint pain points and proactively solve issues, creating a more personalised and satisfying customer experience that fosters long-term loyalty.
Greater strategic credibility
Position customer support as the trusted voice of the customer within your organisation. Turn feedback into insights, positioning your team as an essential leader in driving strategic decisions company-wide that improve retention, reduce churn, and align the business with customer needs.
Increased efficiency and productivity
Save valuable time by automating feedback analysis with an AI-powered system that reads 100% of all customer conversations and extracts key insights. Eliminate manual categorisation and reviews processes to maximise team productivity and cost savings.
"We love that the EdgeTier team is very hands-on. It is also exciting to be able to influence the future capabilities of the tool."
"The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch."
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"Novibet has saved close to six full-time employees during the last six months from efficiencies."
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
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"We are now able to proactively identify the main complaints that the customers are having about our product."
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
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"-25% Chat Handling Time Reduction"
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
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"EdgeTier’s platform has allowed us to deliver better customer experience!"
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
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Integrates effortlessly with your preferred software.
Pull and push data with your existing software stack so your existing business processes still work, just better. EdgeTier is ready with integrations to all major players such as Salesforce, Live Person, Zendesk, Kustomer etc. as well as a simple API to connect to in-house system. Go live in less than 2 hours, with zero IT time required from your team.
Get your free demo
Give us 30 minutes and we’ll show you how to detect emerging issues, gain 100% visibility into customer attitudes, and boost agent performance with targeted coaching.
Frequently asked questions
FAQ's
Everything you need to know about EdgeTier’s dedication to Voice of the Customer.
What is voice of the customer software, and how does it work?
Our voice of the customer platform provides a comprehensive view of what customers are talking about. It leverages AI to analyse 100% of customer interactions across all support channels and uses the customer insights to highlight not only what clients are feeling – frustration, confusion, and praise, but also conveys why they’re feeling it, such as product defects, checkout issues, or empathetic agent responses.
What are the benefits of a VoC platform?
Unlike a human, the AI-powered software scans every customer conversation that occurs. This quality eliminates fragmented data for complete feedback visibility and actionable insights – all in one location. As a result, our clients often experience improved customer experience, reduced churn, and increased agent efficiency as well as becoming the voice of the customer for the rest of the business.
Who needs voice of the customer software?
Essentially, all businesses can benefit from EdgeTier’s voice of the customer analytic capabilities, but it’s especially important for mid-size companies and larger. The bigger a business grows, the harder it is to stay on top of customer wants, needs, and concerns. Such insights are essential to growing revenue and reducing costs.
What customer service channels does the platform support?
Our software analyses interactions across all major customer support channels, including voice, chat, email, and surveys as well as messaging apps, like WhatsApp. Such an omnichannel approach ensures you get the most comprehensive view of your customer contact reasons and their experience with your business.
How easy is it to integrate voice of the customer software with existing tools (CRM, ticketing, etc.)?
EdgeTier integrates seamlessly with all major CRM and customer service platforms, including Salesforce, Zendesk, Live Person, Kustomer, and many more. It also offers a simple API to integrate with in-house systems. You can go live in under two hours, with no IT support required from your team, making the implementation process quick and hassle-free.
How does the tool benefit the rest of the company?
Harnessing and understanding what your customers are saying and what they care about empowers customer support to become the voice of the customer for the rest of the business. As such, you can share valuable insights with other departments to help improve product or services, marketing and brand messaging, and partnerships or collaborations.
Is the software scalable for growing teams?
Yes, our software is highly scalable. It’s built to be flexible and highly customisable, capable of handling teams of any size and adapting as your business grows. Whether your business (and support team) is expanding a little or a lot, you can continue to rely on EdgeTier to provide consistent, real-time customer insights.
What are the pricing options and contract terms?
Our pricing is tailored to the specific needs of your business, based on the number of interactions the system analyzes. We understand that every business is different, so we offer tailored proposals to ensure you get the right plan for your requirements. Reach out, and we can provide a quote in a short timeframe.
Still have questions?
Get in touch with our knowledgeable team! We're happy to answer any questions you have about our AI-powered VoC software.
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