Case Study: Voices.com achieves a 95% customer satisfaction rating with ClickTools

Voices.com Relies on Clicktools to Maintain a 95% Customer Satisfaction Rating

Voices.com, a leading online marketplace that connects businesses with more than 125,000 professional voice actors worldwide, needed a better way to capture and act on customer feedback. Their legacy survey tool didn’t integrate with Salesforce, was being discontinued, and left feedback siloed—preventing timely analysis, tracking of customer satisfaction, and implementation of a Net Promoter Score program. The company set an initial goal of reaching 80% customer satisfaction but lacked the integrated tools to get there.

Voices.com implemented Clicktools fully integrated with Salesforce, rebuilt surveys into a custom “Report Cards” object, and automated satisfaction and NPS follow‑ups tied to support cases. Centralized feedback and dashboards enabled real‑time coaching, product improvements, and targeted outreach to promoters and detractors. As a result, Voices.com now averages a 95% quarterly customer satisfaction score and uses feedback-driven insights to boost performance and profits.

Voices.com

David Ciccarelli

CEO, Voices.com