Voice of Customer
Overview
The Voice of Customer feature automatically collects and analyses reviews from the platforms where your customers share their feedback publicly, and delivers a structured analysis directly in your CRM.
Instead of manually browsing review sites and compiling feedback, the system aggregates and processes reviews from G2, Capterra, Trustpilot, and Google Reviews to surface what your customers are saying — what they love, what they complain about, and what themes are emerging across platforms.
The analysis refreshes automatically on the 1st of every month, so you always have an up-to-date view of your reputation without any manual effort.
🔒 Insider Program feature — This feature is currently available to customers enrolled in the AI Insider Program, on Advanced and Ultimate plans.
Getting Started
Step 1: Activate the feature
From the Insider Program section, find Voice of Customer under the Marketing Agent category and toggle it on.
Step 2: Select your review sources
In the settings panel, choose which review platforms you want to monitor. All four sources are enabled by default:
G2
Capterra
Trustpilot
Google Reviews
You can toggle individual sources on or off depending on where your customers are most active.
Step 3: Let it run automatically — or trigger it manually
Once activated, the analysis runs automatically on the 1st of every month, covering all your selected review sources. You can also trigger it manually at any time by navigating to the Voice of Customer tab and clicking the Run Analysis button — useful when you want a fresh view ahead of schedule.
What the Analysis Contains
The results are structured to give you both a high-level picture and a per-platform breakdown.
1. Executive summary
A concise overview of your overall reputation across all selected platforms — including aggregate sentiment and the most prominent themes emerging from customer feedback.
2. Per-source analysis
For each review platform, you'll see a dedicated card covering:
Rating — the overall score on that platform
Sentiment — the general tone of reviews (positive, neutral, or negative)
Strengths — what customers consistently praise
Complaints — recurring pain points or friction areas
Themes — broader topics that surface across multiple reviews
3. Overall findings and key insights
A cross-platform synthesis highlighting the most consistent patterns — both positive signals and areas of concern — regardless of where the review was posted.
4. Recommendations
Actionable suggestions based on the analysis, to help you address recurring complaints, reinforce your strengths, and improve your overall customer experience.
How It Works Behind the Scenes
1. Review collection
The system fetches publicly available reviews from each of your selected platforms — G2, Capterra, Trustpilot, and Google Reviews.
2. Per-source analysis
An AI agent processes the reviews for each platform individually, extracting ratings, sentiment, and recurring themes from the raw feedback.
3. Cross-platform synthesis
A second AI agent aggregates the per-source findings and identifies patterns that hold across platforms — surfacing insights that go beyond what any single review site would show in isolation.
4. Results delivery
The full analysis is displayed in the Voice of Customer tab, structured into the sections described above and ready to act on.
Why Use This Feature?
Keeping track of customer sentiment across multiple review platforms manually is time-consuming and easy to deprioritize.
This feature helps you:
Monitor all major review platforms from a single place in your CRM
Identify recurring complaints before they become churn signals
Understand what drives positive reviews and replicate those conditions
Spot emerging themes across your customer base over time
Feed real customer insights into product, marketing, and support decisions
Frequently Asked Questions
How often is the analysis refreshed? The analysis runs automatically on the 1st of every month. You can also trigger it manually at any time from the Voice of Customer tab if you need a more recent view.
Which review platforms are supported? Currently G2, Capterra, Trustpilot, and Google Reviews. Support for additional platforms may be added in future releases.
Do I have to monitor all four platforms? No — you can enable or disable individual sources in the settings. Only the platforms you activate will be included in the analysis.
How recent are the reviews included? The analysis is based on publicly available reviews at the time it runs — whether triggered automatically on the 1st of the month or manually on demand.
Can I share the results with my team? The results are visible to anyone with access to the Voice of Customer tab in your CRM. For broader distribution, you can share screenshots or export the key findings manually.