Tone and paralinguistics
How something was said: hesitation, emphasis, sarcasm, the pause before a price. Measured across every session, not guessed from a quote.
Voice of customer
Your customers,
in their own words.
Continuous customer interviews on churn, onboarding and loyalty, turned into ranked findings and clips every team can use.
Dashboards tell you that customers left. Customers tell you why.
Voice of customer research that runs itself: VoC research through AI customer interviews, churn interviews with people who just left, and customer feedback programs that compare every month to the last.
Programs teams run
Always listening.
New customers
Why they chose you, and what almost stopped them. Every month.
Churned customers
Interviews within days of cancellation, while the reason is fresh.
Power users
What they would miss most, and what they wish existed.
Lost deals
Win-loss interviews with buyers who chose someone else.
From conversations to findings
Every wave,
compared to the last.
When the interviews end, the work starts. Each conversation is broken into four aligned timelines, then analysed by models and reviewed by people.
P14 · Checkout study18:02 → 21:40
TranscriptWho said what, and when
TonePitch, pace, pauses, hesitation
EmotionFrustration, doubt, delight
BehaviourSkips, rereads, what they did on screen
“It's fine, I guess… [pause 2.1s] I just didn't expect the extra fee.”
Human labelling
Trained annotators code themes, check the AI's tags and label against your codebook. Linguists and domain experts when the study needs them.
Offline, across studies
Re-run analysis on past interviews with a new question. Compare cohorts, markets and waves without going back to field.
Keep exploring
Related: B2B SaaS, Analysis and insights and Voice and tone analysis.
About voice of customer.
What is voice of customer research?
A continuous practice of hearing customers in their own words about their needs, experiences and reasons for staying or leaving, and feeding it into product, marketing and service decisions.
How is this different from NPS or a feedback form?
Scores tell you something changed. VoC interviews tell you why, with the customer explaining it in their own words and on camera.
Can I interview my own customers?
Yes. Invite customers from your list or product, and Cookiy runs AI interviews without anyone scheduling calls.
Can this run every month?
Yes. Set up a recurring study, for example new sign-ups, churned customers or power users each month, and compare waves over time.
Who uses VoC findings?
Product for roadmap, marketing for messaging in the customer’s words, customer success for churn risk, and leadership for a direct line to customers.
Hear from a hundred customers
this month.
Free to start. No credit card. Video on this site is licensed stock footage of real people.