Support.com Guided Path vs. UserVoice

It is well suited for consumers with small business[es], but in my view not suitable for large businesses.

Incentivized

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.

• Helped in customer and technical support with massive home based team.
• Optimized home sourcing and industry leading solutions.
• Helped a lot in Education and Healthcare.

Incentivized

• 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

• Need more value with products.
• Need more value with warranty.
• Cloud platform needs improvement.

Incentivized

• 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

I just really liked UserVoice.

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

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.

No alternative utilized

Incentivized

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

• No specific resources required.
• Less team because of home based services.
• User friendly.

Incentivized

• 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