Voice of Customer

Overview

Voice of Customer gathers what customers say across the conversations of a period and splits it by who should act on it: sales, marketing, product and service, site and content. Open it from Analytics → Voice of Customer in the sidebar; in Bitrix24 it is a tab of the app.

Available on Pro and higher plans. Available to clients, admins and supervisors; a supervisor sees only the projects they are assigned to. Operators do not see the section.

The counting unit is the conversation: a complaint repeated five times in one call counts once.

Tabs

Sales — the Objections screen: what stops buyers, in customers’ words, and the best answers of your team.
Marketing — competitors named in conversations and how they were spoken of; signals about prices, demand and market trends; the needs customers named.
Product and service — product feedback at every level: incidents, major issues, minor issues and praise (material for case studies); signals about supply and availability and regulations.
Site and content — what customers could not find before calling. Aelo collects the questions customers ask from newly analysed conversations, but this tab does not show them yet; conversation topics are not extracted. Until then the tab explains what will appear there instead of showing numbers.

Reading a row

On the Marketing and Product and service tabs. The Sales tab is the Objections screen and reads as described there.

“In 12 of 400 conversations · 3 %” — how many conversations of the period mention it, out of the conversations whose analysis collects these details. By default personal and internal conversations do not collect them, so they are not in the 400; customer needs are collected only in sales conversations (inquiries, purchases, follow-ups, scheduling) and are counted out of those. Rows with no conversations stay on the list with their zero.
Change — the share against the previous period of the same length, in percentage points. The share is compared rather than the count, so a quieter month does not look like a drop in everything. A drop to zero is shown as a change too for feedback levels, signals and needs; so is a competitor named in the previous period and not in this one — it stays in the list with zero. A row is marked new only when the previous period was counted in full.
Fewer than 5 conversations — said in words: for now it is a guess, not a pattern.
Open a row to see the conversations behind it — up to the 20 most recent, one wording from each, with a link to the conversation.

Wordings are the analysis retelling what the customer said, not verbatim quotes. Rows are grouped by the fixed fields of the analysis (feedback level, signal type, sentiment); free-text product names are shown under a row, not grouped.

Competitors

Competitor names are merged through your competitor glossary, the same way as on the dashboard’s Highlights tab — for the same period the counts match. A name missing from the glossary is marked not in glossary, and the share of such mentions is shown under the list with examples. Add those spellings to the glossary to merge them.

For each competitor you see in how many conversations it was spoken of well, neutrally or badly. A conversation where it was praised and criticised counts in both.

Filters

Period — today, week, month or quarter, with arrows to step back.
Call category — for example, only purchase calls.
Projects — one or several.

The filter is shared by all tabs: switching tabs keeps the period and projects.

Export

The Marketing and Product and service tabs export for marketers, product managers and editors who do not use Aelo:

Table — a CSV of the tab: every row with its numbers, the previous period and one wording.
Print — a printable report of the tab, the same rows as on screen.
Customer wordings — a CSV with every wording shown on the tab, for ads and copy.

Exports contain only the analysis text, which is built from transcripts after personal data is masked, and no operator names.

Monthly email

On the 1st of each month at 08:00 in your organization’s time zone, clients and admins receive a summary of the previous calendar month — competitors, product feedback, market signals and customer needs — and supervisors receive the same for their own projects. The numbers are the ones the section shows for that month, and the button opens the section on it. Nothing is sent for a month without analysed conversations.

The email follows the weekly report subscription: whoever receives weekly reports receives it, and unsubscribing turns off weekly reports together with this email.

When numbers are partial

Most recent conversations only — a very large period is counted over the most recent 10,000 conversations with customer signals. Narrow the period for exact numbers.
Glossary not read — if your glossary could not be read at that moment, spellings of one competitor are shown separately and the screen says so.