Discover the Voice of the Customer With Expert Insights

The technology industry is ever-evolving with rapid innovations and releases of new products, innovations, or software as a service (SaaS). Staying ahead of the competitive market requires business professionals to listen to the voices of customers (VoC) to understand how they respond to these market-moving technologies.

Customer experience is paramount to the success of businesses as VoC helps them decipher how customers interact with their products and services across various touchpoints. However, accessing the customer voices for qualitative research in a streamlined way is often a challenge for most businesses.

Enter AlphaSense’s VoC expert transcripts, a new expansion to our extensive expert transcript library content set available within the AlphaSense platform. Our growing VoC transcript collection delivers focused interviews with customers from enterprise SaaS, application software, and artificial intelligence (AI) sectors.

Below, we explore how AlphaSense VoC expert transcripts can provide business researchers with a comprehensive market overview by balancing actionable insights from industry leaders and innovative disruptors in the tech industry.

Understanding the Customer Voice

The customer’s voice refers to the collective feedback, opinions, and preferences expressed by customers about a product, service, or brand. It encompasses the thoughts, feelings, and needs of customers as they interact with a company’s offerings.

By listening to the VoC, businesses can gain valuable insights into what customers value most, which helps them make informed decisions about product development, marketing strategies, customer service initiatives, and overall business operations. This type of soft market data can provide descriptive context to hard, quantitative data regarding consumer behavior, which is critical in helping business professionals interpret numbers into meaning.

VoC can be gathered through various channels, including surveys, interviews, social media monitoring, customer reviews, and direct feedback mechanisms. AlphaSense streamlines this process for business professionals by offering tens of thousands of transcripts in its expert transcript library now including the voice of the customer across the technology, media, and telecom (TMT) industry.

Through in-depth discussions with decision-makers, power users, and executive sponsors, our VoC transcripts cover essential topics like product use cases, value, buying processes, and product stickiness. Business professionals can leverage our VoC transcripts to gain actionable insights through diverse perspectives on customer experiences across the adoption curve to enhance their strategic decision-making.

Voice of the Customer Use Cases

Gain Differentiated Insights Beyond Customer Feedback Vendors

Analyzing and understanding the VoC is essential for businesses to identify areas for improvement, address customer pain points, and enhance overall customer satisfaction and loyalty. However, traditional market research tools often rely on publicly available databases, which can lead to generalized information from non-exclusive resources.

This commonality of data sources can potentially hinder business professionals’ ability to formulate unique strategies. AlphaSense provides business professionals with direct access to credible, unique insights into buying patterns and competitive landscapes through its customer voices.

Traditional market research tools are limited in coverage and do not keep pace with the rapidly changing TMT industry. Additionally, customer feedback vendors, like G2 Crowd, Gartner, and Forrester, often exhibit bias through their methodologies and the influence of vendor relationships on their ratings and reports.

Unlike common vendors that may exhibit bias, AlphaSense’s VoC ensures genuine, firsthand reviews, which offer an unfiltered look into product performance and customer satisfaction. AlphaSense’s VoC transcripts are differentiated by delivering proprietary, first-party customer viewpoints, directly from real B2B buyers in diverse verticals.

This access to credible insights into buying patterns, product differentiation, and competitive landscapes offers researchers a comprehensive 360-degree view of any TMT sector, ecosystem, or specific company of interest.

Explore Sector-Specific Expertise from Seasoned Experts

Many business professionals face the challenge of sifting through generic market research that lacks the breadth, depth, and specificity needed for their particular industry. The rapid evolution of technology can sometimes outpace the update cycles of these platforms’ reviews and reports, leading to outdated information.

Our VoC transcripts are focused on high-impact areas such as security software, artificial intelligence, cloud computing, and data analytics—topics at the forefront of every chief information officer’s mind in 2024. Each customer interview is led by appointed vertical heads who are seasoned experts in their fields to offer you sector-specific insights on emerging trends before they hit the mainstream.

Additionally, our Director of Research‘s expertise provides unmatched insight and understanding of the TMT industry to guide the structure of customer interviews and extract valuable sector-specific insights. This specialized knowledge ensures each interview delivers targeted questions and insights into product use cases, value, buying processes, implementation, service, support, and stickiness.

The combined customer voices, from industry leaders to disruptive players, found in the expert transcript library offer a unique 360-degree view of any given company or sector in the TMT industry.

For example, let’s look at a VoC transcript from a Klaviyo customer who believes the platform drives high revenue growth and return on investment (ROI) while leading in marketing automation and segmentation:

“Email is the bread and butter in the company I work for right now, and also for Klaviyo, for my familiarity with them. That’s the main channel. Second, it’s the SMSes. I get the same functionality. I get full integration with the other channels. They don’t fall short at all. We were super happy that Klaviyo finally added the capability to send push messages in the platform. Right now we don’t need to use other platforms and can all be in one place, which is really good.”

– Unit Head, Customer | Expert Transcript

A second customer sees significant value in combining email and SMS flows within the Klaviyo platform:

“I think the ability to very easily toggle between a profile of a person and if they engage more with SMS versus email so that I know how to properly speak to them. At the end of the day, you always just want to meet the customer where they want to hear from you. Being able to have all of that in one place really creates efficiencies within the organization and just felt a no-brainer to me.”

– Vice President, Customer | Expert Transcript

Finally, a Chief Technical Officer (CTO) of a customer thinks Klaviyo’s integration with Shopify is a main driver for e-commerce success.

“I think it’s the best platform out there for my company’s needs, email platform, like I said, where all of our brands are on Shopify. The Klaviyo has, by far, the most integration capabilities with Shopify than any other email platform that we’ve found.”

– Chief Technical Officer, Customer | Expert Transcript

Accelerate Your Market Research with AI Technology

Another common challenge in market research for business professionals is the varied interview formats that make it challenging to quickly locate and digest key consumer insights. Without a consistent structure, comparing insights across different customer interviews can be time-consuming and complex, hindering your ability to analyze the data and draw comprehensive conclusions.

One of the standout features of AlpahSense’s VoC transcripts is their uniform, easily navigable interview structure that integrates seamlessly with the platform’s AI search capabilities. This structure allows researchers to cut through the noise with efficient comparative analysis and accelerate their market research.

With over ten years of investment in AI technology, our award-winning AI aggregates an entire content universe to provide instant insights at your fingertips.

By leveraging the following AI-driven research tools in the AlphaSense platform, users can quickly traverse our extensive expert transcript library and gain instant customer insights:

• Smart Summaries – Enables users to glean expert insights in an instant with generative AI (genAI) summaries that capture the gist of any expert call transcript found within the extensive AlphaSense library in seconds.
• Sentiment Analysis – Allows users to analyze the language nuances and tone within expert transcripts by using a boolean operator to search for mentions of a specific topic in a positive, negative, or neutral light.
• Smart Synonyms™ –  Empowers users to expand keyword and thematic searches to deliver the most relevant expert insights by including all synonyms, excluding irrelevant results, and filtering out the noise
• AI Assistant – Allows users to ask live questions and gain real-time answers with our AI-powered chatbot designed to summarize billions of data points and get you from question to answer, faster.

These powerful AI-search tools accelerate the entire research process so that you can eliminate time-consuming manual processes in research and improve your time to decision.

Stay Ahead of Trends in the Evolving Tech Landscape

Staying ahead of emerging trends in the technology industry and understanding customer perspectives are critical for businesses to outperform the competition.

With the launch of our Voice of Customer transcripts, AlphaSense opens a portal to unparalleled insights derived from structured interviews with buyers, influencers, and decision-makers across various sectors. Our VoC transcripts allow you to leverage direct feedback from structured interviews with buyers, influencers, and decision-makers, covering established players and industry disruptors across the public and private sectors.

Identify winners and losers in the tech landscape with AlphaSense VoC transcripts. Start your free trial today.