Comm100 vs. UserVoice

Comm100 has been great for getting customers to specific pieces of content (drivers, downloads, collateral, use cases, etc.) while the customer reaches out. The ability to share specific links in the chat window and have a preview appear is especially neat

UserVoice can be an affordable and powerful tool to start engaging customers and employees. It can help manage the entire feedback loop process. But your product management and development teams still need to do their jobs. Remember to have a response SLA in place and ownership for prioritizing and responding to the feedback.

• We have a live chat icon on the website, so users can easily contact us for instant support.
• Previously, we had to use email as the main contact channel. By using live chat, we found the conversation rate improved a lot, as customers are happier to get instant support.

• User interface is very simple. Learning the product and teaching the team how to use the product took hardly any time at all.
• Gives visibility into what others are logging. We are able to append 'votes' to certain ideas, rather than having to create an existing idea from scratch.
• Reporting. Tags allow to easily filter through ideas for roadmap planning.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Salesforce integration is good, but is a touch buggy, and is tough to diagnose.
• If you know anything about computers, the training Comm100 provides is remedial.

• Doesn't always catch obvious spam/we have to do a fair amount of blacklisting
• Doesn't have multiple language options
• No online/email tech support available. You have to call if you have an issue.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

I just really liked UserVoice.

Super easy to use if you know anything about computers. Comm100 has done a good job of putting together functionality and easy of use for all levels.

The day-to-day usability is good. More technical settings require a bit more effort.

Customer support seems pretty good — though we haven't had many issues, our experience with getting them to troubleshoot our Salesforce integration was really the only frustrating part. We had to repeat ourselves a bunch, and the issue never really went away. We just ignored it and moved beyond

Always very responsible and helpful when an issue happened. They eat their own cooking when it comes to using their products.

Have clear goals and owners established before you start using any tool like this. Very important to get accounts and rights setup so that there's no lag time in customer response once things go live. Make sure IT is involved if you plan to use the Single-Sign On (SSO) or any of the access control tools.

After a lot of research, Comm100 was our first choice. No other platform seemed as robust or provided us with as much room for growth as Comm100 did/does.

I like the ease of integration into web and mobile apps for UserVoice. It's also a comprehensive bug reporting, user feedback, and knowledge base tool.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Our download-to-purchase cycle increased by around 3% after applying the live chat system.

• Transparency: Now we can handle better communication of requests with customers and internal stakeholders.
• We can track better how many ideas are accepted and released vs rejected ones.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info