Voice of Customer helps you understand the topics most frequently discussed by customers in conversations, allowing you to see customer needs and issues more comprehensively.
Through the Voice of Customer Report, you can view a list of the most discussed topics during a specific period, the number of conversations for each topic, and a comparison with the previous period. You can also see AI insights to understand the context of each topic and open the source conversations to see customer discussions in more detail.
Learn more about how to use the Voice of Customer Report in the following guide.
A. How to Access the Voice of Customer Page
- Log in to your Mekari Qontak account, then select the “Reports” menu.
- Then click the “Voice of customer” tab.
- If this is your first time using this feature, you will be directed to the following screen. Click “Start analysis” to begin.
The following screen will appear. Please wait until the analysis process is displayed. In this case, the analysis results will be shown the next day.
- Then, the analysis results will be successfully displayed. On this page, you can see various available features along with their explanations in the table below.
| No. | Feature Name | Description |
| 1 | Download | Download topic analysis data in the available formats. |
| 2 | Add topic | Add topics you want to monitor from customer conversations. |
| 3 | Search topic | Search for specific topics available in the Voice of Customer report. |
| 4 | Period | Set the time period you want to display in the report. |
| 5 | AI-suggested topics | Displays topic recommendations identified by AI based on customer conversations. To view all topics, you can: |
| 6 | Data update information | Displays information on the update time of the Voice of Customer data. |
| 7 | Overall sentiment | Shows a summary of overall customer sentiment based on topics found by AI during the selected period. This feature is still in limited trial and may not yet be available on your dashboard. |
| 8 | Topic | Displays a list of topics discussed in customer conversations. |
| 9 | Total conversations | Shows the number of conversations related to each topic. |
| 10 | Sentiment | Displays customer sentiment for each topic, such as Negative, Neutral, or Positive. This feature is still in limited trial and may not yet be available on your dashboard. |
| 11 | Trend | Trend shows the change in the number of conversations on that topic compared to the previous period. The arrow indicates the direction of change, while the percentage shows the magnitude of the change. For example, +8% means the number of conversations on that topic increased by 8% compared to the previous period. |
| 12 | Actions | Displays actions you can take to see more information related to the topic. |
B. How to Add a Topic
- Log in to your Mekari Qontak account, then select the “Report” menu.
- Then click the “Voice of customer” tab.
- Next, click “Add topic” and select “Add from AI suggestions”.
You will then be directed to the list of suggested topics. Click “Add” on any topic you want to add.
The percentage under Total conversations shows the proportion of conversations that include that topic compared to all conversations in the selected period. One conversation can have more than one topic, so the percentages of each topic do not have to add up to 100%.
Then the following pop-up notification will appear, indicating that the topic has been successfully added.
This concludes the explanation on how to use the Voice of Customer Report.