Voice of Customer
Every channel,one customer voice.
Quackback centralizes voice of the customer feedback, so every channel, sentiment signal, and vote informs one prioritized view.
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A VoC platform built on real demand signals
Replace surveys and spreadsheets with a system where customers tell you what they want, vote on what matters, and see when you deliver.
Capture every channel in one place
Feedback boards, in-app widget, Slack, Intercom, Zendesk, and 20+ integrations funnel every customer voice into a single system. No more signal lost in silos.
Quantify demand with voting
Customers vote on the requests that matter to them. A trending algorithm surfaces what is gaining momentum, not just what has the most all-time votes.
AI analyzes sentiment and duplicates
Every submission gets automatic sentiment analysis. AI detects duplicates, suggests merges, and generates summaries with key quotes and next steps.
Close the loop automatically
Ship the feature, publish a changelog entry, and every voter gets notified. Users see that their feedback led to real changes.
Understand what each customer segment wants
Not all feedback is equal. Quackback lets you filter by customer segment so you can see what enterprise accounts want versus what free-tier users request. Make prioritization decisions grounded in who is asking, not just how many.
- Manual and dynamic segments based on plan, revenue, or custom attributes
- Filter any view by segment to compare feedback patterns
- See which segments generate the most requests per user
- AI sentiment analysis broken down by customer type
FAQ
Frequently asked questions
What is a Voice of the Customer program?
A Voice of the Customer (VoC) program is a structured approach to collecting, analyzing, and acting on customer feedback across every touchpoint. It turns scattered feedback into a consistent signal that drives product decisions and closes the loop with users.
How do you start a VoC program?
Start by identifying where feedback already exists — support tickets, sales calls, social media, in-app submissions. Centralize it in one system, tag and categorize consistently, then quantify demand with voting and sentiment analysis. Report findings to stakeholders regularly.
What is a customer advisory board?
A customer advisory board is a group of selected customers who provide regular, structured feedback on your product direction. Use it alongside a public feedback board to get both broad demand signals and deep qualitative input from your most engaged users.
What metrics should a VoC program track?
Track feedback volume, response rate, time to close the loop, top requested features by votes, sentiment trends, and the percentage of roadmap items driven by user feedback. Quackback surfaces most of these automatically through its analytics dashboard.
Customer signal, operational
Make the customer voice operational.
Bring every channel into one system, segment the signal, and close the loop when your roadmap delivers.