Voice of Customer

Hear every customer. Act on what matters.

An AI-native Voice of Customer platform that captures feedback from every channel and turns it into themes, metrics, and action — all in one place.

Voice of Customer dashboard with NPS analytics, topic impacts, and AI insights

The difference

Most teams collect feedback. The best teams hear it and act.

Listen across every channel

Website, in-app, email, SMS, WhatsApp, reviews — capture the voice of your customers wherever they speak.

AI that reads every comment

Athena turns open-ended feedback into themes, sentiment, and ranked drivers — no manual tagging.

Act and close the loop

Track NPS and CSAT over time, get alerted on dips, and route follow-ups to the right team.

How it works

Collect, understand, and act in a single loop

Collect

Capture the voice of customer everywhere

Gather feedback from every touchpoint into one place — website and in-app surveys, email, SMS, WhatsApp, links, QR codes, and reviews. Always-on collection means you never miss a signal.

Website and in-app feedback widgets
Email, SMS, WhatsApp, links, and QR codes
Reviews and support channels in one inbox

Explore feedback collection

Voice of customer collected from website, in-app, email, SMS, reviews, and support

Understand

Turn open-ended feedback into insight

Athena ranks topics by their positive and negative impact on your metrics and drills from broad categories down to specifics. Qualitative voice of customer data becomes measurable.

AI theme detection and sentiment on open text
Topic impact ranking on NPS and CSAT
Summaries you can hand straight to stakeholders

Meet Athena AI

Topic impact breakdown showing positive and negative drivers of NPS from customer feedback

Act

Close the loop before customers churn

When a metric moves outside the expected range, Responsly flags it, summarizes what changed, and shows the drivers. Route alerts to the right team and track whether your actions move the score.

Automatic anomaly detection on key metrics
Alerts in Slack, Teams, and email
Close-the-loop workflows through integrations

See feedback analytics

Alert showing an NPS drop with anomaly detection and the drivers behind it

Built for your team

One voice of customer program, every team aligned

Responsly powers a shared VoC program across the org — from CX teams who own the listening program, to product teams validating the roadmap and marketing teams measuring the journey. Turn feedback into outcomes like reducing churn and improving NPS and CSAT, and track it all with NPS software. VoC is the listening layer behind a complete customer experience platform.

Voice of Customer, answered

What is a Voice of Customer (VoC) platform?

A Voice of Customer platform collects feedback from every customer touchpoint — surveys, website and in-app widgets, email, reviews, and support — and turns it into themes, metrics, and actions. Instead of scattered opinions, you get one place to understand what customers need and act on it.

How is a VoC platform different from a survey tool?

A survey tool helps you ask questions. A Voice of Customer platform adds always-on collection across channels, AI analysis of open-ended feedback, metric tracking like NPS and CSAT, and close-the-loop workflows — so listening becomes a continuous program, not a one-off survey.

How does Responsly analyze open-ended feedback?

Athena, our AI agent, reads open-text responses for you. It detects themes, scores sentiment, and ranks topics by their impact on NPS or CSAT — so qualitative voice of customer data becomes as measurable as your scores.

Which channels can I collect feedback from?

Website and in-app surveys, email and SMS, WhatsApp, shareable links, QR codes, and imported reviews — all unified in one platform so no signal slips through the cracks.

Can I close the loop on customer feedback?

Yes. Route alerts to the right team in Slack, Teams, or your CRM, follow up with detractors, and track whether your actions move the score over time through integrations and automations.