Voice of Customer is nothing new. But between rising customer expectations, and as a result, the rise of CX as today’s competitive frontier, and advances in technology, organizations are rethinking their approach. To understand what’s changing and why we combined findings across the year of customer voice data and a survey of CX professionals. Check out our infographic that highlights the top five things to know about VoC in 2021.
1 min read
Infographic: 5 Things To Know About Voice of Customer in 2021
By Frame AI on Jan 14, 2021 10:20:14 AM
Topics: Customer Experience Voice of Customer
10 min read
Five Steps to Get Started With Voice of Customer Ops
By Mary Cleary on Nov 11, 2020 6:07:48 AM
Too often, when organizations think about getting started with a traditional Voice of Customer program, things generally go one of two ways:
Topics: Customer Support Customer Experience Voice of Customer
8 min read
Why Support Conversations Aren't Created Equal
By Mary Cleary on Sep 29, 2020 7:30:00 PM
Topics: Customer Support Customer Experience Voice of Customer
8 min read
20 Reasons to Prioritize Voice of Customer Ops
By Mary Cleary on Sep 22, 2020 6:21:09 PM
You’d be hard pressed to find an executive at any company billing itself as customer-centric who will say that listening to the customer voice isn’t important. So it’s quite possible that a Voice of Customer initiative has been on your radar for some time, but it’s also quite possible that your version still exists as a quarterly survey program, or maybe as an aspirational bullet point in an internal strategy deck. Unfortunately, VoC initiatives have long been easy to cast aside in favor of priorities perceived as lower effort and higher impact. But VoC has come a long way — it’s never been more important to have a sound strategy in place, nor has it ever been more achievable to drive and measure positive outcomes for your customers and your organization. Best-in-class CX organizations are trading old-school VoC programs for VoC Ops, a new-action-oriented approach that applies a deep understanding of your holistic customer voice to daily, weekly and long-term decisions that measurably improve CX.
Topics: Customer Experience Voice of Customer
3 min read
Five Core Components of Voice of Customer Ops
By Mary Cleary on Sep 21, 2020 1:56:00 PM
Traditional Voice of Customer approaches fall short of measurable impact because they often rely on data that is siloed, one-dimensional and stale. Poor CX data management results in an inaccurate and illegible portrayal of the customer voice, and uncertainty about how to improve CX. According to Forrester, 77% of companies say that they don’t model the drivers of CX quality regularly, leaving them in the dark about what matters most to their customers.
Topics: Customer Experience Voice of Customer
5 min read
Frame AI Helps Fastly Act Quickly With a Complete Picture of Their Customer Voice
By Frame AI on Aug 18, 2020 5:47:12 PM
Topics: Customer Support Customer Experience Voice of Customer Case Study
11 min read
The Pitfalls of Traditional Voice of Customer Programs
By Mary Cleary on Aug 12, 2020 2:00:00 PM
Used correctly, Voice of Customer is one of the most impactful ways you can improve your company's customer experience. According to a recent HBR Salesforce report, companies agree that customer-sourced "data has a clear role to play in developing a superior customer experience." Yet only 23% actually act on the customer feedback they receive.
Topics: Customer Experience Voice of Customer
Top 10 Big Data Startups in the United States to Watch in 2020
By Frame AI on Jul 3, 2020 9:04:00 PM
Data is growing by leaps and bounds, the convergence of extremely large data sets both structured and unstructured define Big Data. The increasing awareness of the Internet of Things (IoT) devices among organizations and volume, variety, velocity and veracity at which data is generated have caught the attention of the enterprise in a bid to enhance digital technologies and guide digital transformation.
Topics: Press Coverage
10 min read
Redefining Voice of Customer in 2020
By Mary Cleary on Jun 30, 2020 2:37:30 PM
Topics: Voice of Customer
4 min read
How Frame AI and productboard Make VoC Actionable for Product Teams
By Frame AI on Jun 23, 2020 6:01:41 PM
The emergence of customer experience (CX) as a primary differentiator has turned up the volume on Voice of Customer (VoC) programs. When 84% of customers say that experience is just as important as products and services, the pressure is on for organizations (especially those dependent on recurring revenue) to listen to their customer voice. Without incorporating VoC insights into the product, organizations lose touch of what their customers need.
Topics: Integrations
Top 25 Machine Learning Startups to Watch in 2020
By Frame AI on Apr 26, 2020 2:08:00 PM
Topics: Press Coverage
1 min read
Frame AI Secures $6.3M Series A to Help Companies Better Understand Customers
By Frame AI on Apr 17, 2020 1:48:00 PM
New York startup Frame AI raised $6.3 million in Series A funding to help companies engage more efficiently with their customers using artificial intelligence and machine learning.
Topics: Press Coverage
Frame AI Raises $6.3M to Understand Customer Conversations in Order to Supercharge Existing CX Efforts
By Frame AI on Apr 15, 2020 1:37:00 PM
73% of all people point to customer experience (CX) as a determining factor in their purchasing decision. Frame AI challenges the status quo through its Voice-of-Customer data platform that helps companies identify, prioritize, and take proactive action to address drivers of customer experience, in real-time and across all channels.
Topics: Press Coverage
Frame AI Raises $6.3M Series A to Help Understand Customers Across Channels
By Frame AI on Apr 15, 2020 1:17:00 PM
Frame AI, a New York City startup that uses artificial intelligence and machine learning to help companies understand their customers better across multiple channels, announced a $6.3 million Series A investment today.
Topics: Press Coverage
3 min read
New: Starring, Archiving, and Review Flags
By Robbie Mitchell on Dec 5, 2019 1:54:00 PM
With invaluable feedback from customers (hat tip to Bret and Ashley at Articulate and Jackie and Beck at Practice Ignition!), we devised some new ways for teams to coordinate their reviews in Frame and to permanently hide irrelevant conversations.
Topics: Product Updates
7 min read
3 Questions About Your Customer Support Effort
By Robbie Mitchell on Sep 19, 2019 10:04:00 PM
A checklist to understand what customers experience and how much effort it takes to support them.
Topics: Customer Support Voice of Customer
3 min read
How x.ai used Frame AI to prioritize CX during rapid growth
By Robbie Mitchell on Mar 20, 2019 8:11:00 PM
Topics: Customer Support Voice of Customer Case Study
12 min read
A Big List of Customer Support Resources
By Robbie Mitchell on Mar 5, 2019 10:12:00 PM
A growing collection of templates, tips, and guides for working with customers.
Topics: Customer Support
6 min read
Auto-Tagging, Salesforce, CSV Exports, and More
By Robbie Mitchell on Feb 19, 2019 8:18:00 PM
Topics: Product Updates
5 min read
The Tag Management Layer for Messy Customer Data
By Robbie Mitchell on Jan 17, 2019 8:15:00 PM
Topics: Product Updates
5 min read
How to tag a user or company when it joins an Intercom segment
By Robbie Mitchell on Dec 21, 2018 11:50:00 AM
Using Google Apps Script to automatically find users and apply the desired tag — for free.
Topics: Intercom How To
5 min read
Every Support and Success Team Has Trouble with their Tags
By Robbie Mitchell on Dec 10, 2018 12:19:00 PM
Topics: Customer Success Customer Support
10 min read
Transfer learning in low-data environments with fast.ai and PyTorch
By Jesse St. Charles on Dec 10, 2018 11:54:00 AM
Topics: NLP Research
4 min read
You have intelligence for web and mobile. What about CX conversations?
By Robbie Mitchell on Oct 22, 2018 8:06:00 PM
Topics: Product Updates Customer Experience Voice of Customer
5 min read
Data-Driven Customer Success: a recap
By Mary Cleary on Oct 10, 2018 11:45:00 AM
We’re excited to have hosted a productive event with the Customer Success community at Work-Bench last week, where we discussed the role of data in customer success with a line-up of all-star panelists.
Topics: Customer Success Events
12 min read
A Playbook for B2B Customer Support in Slack Shared Channels
By Robbie Mitchell on Mar 28, 2018 12:01:00 PM
Topics: Slack
8 min read
Put A Ring On It
By Brandon Reiss on Mar 14, 2018 12:15:00 AM
How we retrofit a framework into a scalable, self-managed SaaS tool.
Topics: Engineering
6 min read
How Successful Teams Scale Customer Relationships on Slack
By Robbie Mitchell on Feb 6, 2018 12:07:00 PM
Topics: Customer Support Slack
5 min read
Team Chat is Taking Over B2B Customer Relationships
By George Davis on Jan 26, 2018 7:58:00 PM
Topics: Customer Success Customer Support Customer Experience Slack
8 min read
Simon Data Uses Slack with Every Customer. Here’s How.
By Robbie Mitchell on Nov 7, 2017 12:17:00 PM
Topics: Case Study Slack
6 min read
Why Customer Collaboration is the New Secret to Customer Success
By George Davis on Sep 13, 2017 12:22:00 PM
Customer Success has become one of the first functions at successful SaaS businesses because trial and churn dynamics impact the bottom line so dramatically. Recurring revenue from monthly subscriptions provides more predictable growth — but only if it recurs and expands.