TrustRadius
https://media.trustradius.com/product-logos/sy/c4/GC8XAN2R4RAD.PNGUserVoice for Tracking Client FeedbackOur Product Management team implemented UserVoice to use internally to track client feedback on our software. It was used alongside our Customer Experience team. Anytime we (Customer Experience) received feedback, we logged it in UserVoice to help the Product team decide which features were most important and to help build their roadmap. Prior to UserVoice, we didn't have a place to log these ideas and they would simply get lost or fall through the cracks.,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.,I'd love to see more integrations, including one with our support system, Help Scout.,9,UserVoice has improved communication across teams and has given our customers a voice. It has added process to receiving feedback and us saved time from having to question what our clients want to see next.,Asana,CloudApp, Salesforce Service Cloud, GetFeedbackUserVoice: Great value for the money!UserVoice is used by our support team to answer users' questions and provide information as needed. It helps us manage our support tickets and provides a way for our learners to easily provide feedback.,Allows us to quickly and easily manage users' questions and provide answers and feedback. Allows us to create a knowledge base, which helps us answer frequent questions more quickly. It also allowed us to create a FAQs page for our site. Agents can easily be assigned to different tickets and it's clear who is responding to what ticket.,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.,8,Has allowed us to more quickly answer learner questions Has allowed us to more easily manage our FAQs page/front facing support information Has provided us with a tool to gather daily feedback from our users,,Squarespace, Slack, BitlyI really like UserVoice!We used UserVoice as a tool to keep track of tickets submitted by our customers or staff. Ted Atwood, the previous owner of Polar Technology, created a refrigerant tracking software system. There is a TrakRef Help button that when the customers or staff need some type of support they submit a ticket which forwards an email to UserVoice. I had access to login and take care of the needs depending on the tickets. I really liked it a lot. Great to have in the office!,Organizing data Detailed dashboard info Very easy to navigate The personal profile is a plus,I can't think of anything,10,Better customer service Decreased wait time to handle issues,,10UserVoice untangles the feedback loopIntuitive interface for public-facing users to submit, vote on, and give feedback. Ability to design, configure, and white-lable the system to suite your company's needs. Access controls to manage feedback from employees separately from customers. Setup and manage how feedback flows through the product improvement process (planned, under development, completed, etc).,May be a challenge to use across multiple product lines in a single instance. Customers used to a more traditional product support process may not use the system as much. Not likely to replace message boards and other customer engagement tools.,Improved Net Promoter Score (NPS) for products. Improved customer retention through greater engagement in the product development process. Reduced support and communication issues about the status of specific suggestions or ideas.,8,8,Engage with customers to streamline product suggestions Allow customers to socialize ideas and comments with each other Assist with prioritization of product development efforts,,Implemented in-house,9,Self-taught,Setting things up and making changes to the system is a straightforward process. It's much more important to know how you want to use UserVoice than how to get it up and running.,Yes,9,Sorting and managing feedback items Search and locating information Changing administrative settings,More advanced integration options Handling exported data Setup of single-sign on functionality,Yes, but I don't use it,8A Great Product for Customers That Are Ready to Listen.UserVoice is being used by 3 new products at Angie's List as a support tool and feedback collection tool. It helps us efficiently escalate internal and external customer issues and ideas to the appropriate individuals.,Feedback collection- UserVoice is great as a feedback collection tool. It solves the signal vs. noise problem by having users consolidate their feedback by suggesting they up-vote other's ideas rather than submitting a duplicate. This allows a product manager to figure out which ideas are the most commonly requested, without additional work. User engagement- UserVoice gives product managers a means to communicate with their most engaged users who submit ideas. Anyone who has submitted or upvoted an idea can receive emails when a product manager comments on an idea or changes it's status. It's tremendously rewarding for a consumer to see their idea voted up and then adopted by an organization.,Some of the functionality is a bit limited for enterprise organizations. For example, you can only have 1 system-wide knowledge base.,9,Increased employee efficiency, mostly due to their automated ticket routing rules and integrations directly into project management software.,Get Satisfaction,Salesforce.com,BMC FootPrints,9UserVoice is affordable, awesome, and slickOur customer service department is using it to assist our customers.,Customer feedback - gives intense insight about what you should build next Customer service interface - easy to use, helps users find help without contacting us Admin interface - easy and quick to help customers,A mobile admin interface would be great,10,It's saved us time It's made us better at helping customers It's reduced our tickets,Zendesk,Desk.com,10Best Support System Out ThereI have used a lot of support systems in my day, but this is the best. At Exec we used UserVoice exclusively to manage all of our internal operations and support. We found it super easy to setup and use (no training required for our staff) and was reasonably priced. It was especially important how well it worked with, and looked just like, regular email.,Automation through their API Statistics of Customer Service Requests Integration w regular email,Login system,10,Increased efficiency Better Customer Service,,10Every Product Manager's must-have!I've been working as a Product Manager on various SaaS platforms, and over the past 3 years UserVoice has played an essential role in guiding my product decisions. The array of tools they offer really makes it easy to collect user feedback in a less intrusive way. Most importantly, end-users love the feedback UI, too, and seem to keep continue engaging without me having to solicit feedback over and over again. I've tried other solutions out there - Zendesk, GetSatisfaction, IdeaScale... Nothing worked as well as UserVoice.,Feedback gathering,Bulk idea management,10,Helped us develop a product that addresses user's needs Helped us develop a product users enjoy interacting with,,10
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UserVoice
28 Ratings
Score 6.9 out of 101
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UserVoice Reviews

UserVoice
28 Ratings
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Score 6.9 out of 101
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February 07, 2019

User Review: "UserVoice for Tracking Client Feedback"

Score 9 out of 10
Vetted Review
Verified User
Review Source
Our Product Management team implemented UserVoice to use internally to track client feedback on our software. It was used alongside our Customer Experience team. Anytime we (Customer Experience) received feedback, we logged it in UserVoice to help the Product team decide which features were most important and to help build their roadmap. Prior to UserVoice, we didn't have a place to log these ideas and they would simply get lost or fall through the cracks.
  • 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.
  • I'd love to see more integrations, including one with our support system, Help Scout.
UserVoice is well suited if you field a lot of feedback and ideas from clients. If you are a company who is building your software based on customer feedback, it is important to have a place to store and organize this feedback. I think UserVoice is ideal for a company whose feedback comes into one team but needs to be passed along to another (i.e Support to Product). UserVoice is also great for companies that are growing and growing their product quickly.
Read this authenticated review
Jessica Meadows Rich profile photo
November 17, 2018

User Review: "UserVoice: Great value for the money!"

Score 8 out of 10
Vetted Review
Verified User
Review Source
UserVoice is used by our support team to answer users' questions and provide information as needed. It helps us manage our support tickets and provides a way for our learners to easily provide feedback.
  • Allows us to quickly and easily manage users' questions and provide answers and feedback.
  • Allows us to create a knowledge base, which helps us answer frequent questions more quickly. It also allowed us to create a FAQs page for our site.
  • Agents can easily be assigned to different tickets and it's clear who is responding to what ticket.
  • 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.
For a small support team, it's an excellent price for what you get. In my research, other similar companies offer a lot more bells and whistles but for a lot more money. And we really don't need all those other features.
Read Jessica Meadows Rich's full review
Jacie Fontenot profile photo
December 18, 2014

User Review: "I really like UserVoice!"

Score 10 out of 10
Vetted Review
Verified User
Review Source
We used UserVoice as a tool to keep track of tickets submitted by our customers or staff. Ted Atwood, the previous owner of Polar Technology, created a refrigerant tracking software system. There is a TrakRef Help button that when the customers or staff need some type of support they submit a ticket which forwards an email to UserVoice. I had access to login and take care of the needs depending on the tickets. I really liked it a lot. Great to have in the office!
  • Organizing data
  • Detailed dashboard info
  • Very easy to navigate
  • The personal profile is a plus
  • I can't think of anything
In times when customers need confirmation of a ticket, it is very easy to look at all tickets to make sure an issue was handled.
Read Jacie Fontenot's full review
Steve MacLaughlin profile photo
April 18, 2014

User Review: "UserVoice untangles the feedback loop"

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Intuitive interface for public-facing users to submit, vote on, and give feedback.
  • Ability to design, configure, and white-lable the system to suite your company's needs.
  • Access controls to manage feedback from employees separately from customers.
  • Setup and manage how feedback flows through the product improvement process (planned, under development, completed, etc).
  • May be a challenge to use across multiple product lines in a single instance.
  • Customers used to a more traditional product support process may not use the system as much.
  • Not likely to replace message boards and other customer engagement tools.
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.
Read Steve MacLaughlin's full review
Oren Shatken profile photo
July 22, 2014

UserVoice Review: "A Great Product for Customers That Are Ready to Listen."

Score 9 out of 10
Vetted Review
Verified User
Review Source
UserVoice is being used by 3 new products at Angie's List as a support tool and feedback collection tool. It helps us efficiently escalate internal and external customer issues and ideas to the appropriate individuals.
  • Feedback collection- UserVoice is great as a feedback collection tool. It solves the signal vs. noise problem by having users consolidate their feedback by suggesting they up-vote other's ideas rather than submitting a duplicate. This allows a product manager to figure out which ideas are the most commonly requested, without additional work.
  • User engagement- UserVoice gives product managers a means to communicate with their most engaged users who submit ideas. Anyone who has submitted or upvoted an idea can receive emails when a product manager comments on an idea or changes it's status. It's tremendously rewarding for a consumer to see their idea voted up and then adopted by an organization.
  • Some of the functionality is a bit limited for enterprise organizations. For example, you can only have 1 system-wide knowledge base.
UserVoice is well suited for organizations that are comfortable sharing their product development feedback with their community of users. For companies that are in a highly competitive space, this may present a risk.
Read Oren Shatken's full review
Evan Hamilton profile photo
July 05, 2014

Review: "UserVoice is affordable, awesome, and slick"

Score 10 out of 10
Vetted Review
Verified User
Review Source
Our customer service department is using it to assist our customers.
  • Customer feedback - gives intense insight about what you should build next
  • Customer service interface - easy to use, helps users find help without contacting us
  • Admin interface - easy and quick to help customers
  • A mobile admin interface would be great
It's great all around!
Read Evan Hamilton's full review
Daniel Kan profile photo
April 19, 2014

UserVoice Review: "Best Support System Out There"

Score 10 out of 10
Vetted Review
Verified User
Review Source
I have used a lot of support systems in my day, but this is the best. At Exec we used UserVoice exclusively to manage all of our internal operations and support. We found it super easy to setup and use (no training required for our staff) and was reasonably priced. It was especially important how well it worked with, and looked just like, regular email.
  • Automation through their API
  • Statistics of Customer Service Requests
  • Integration w regular email
  • Login system
UserVoice is the easiest support system to use and implement
Read Daniel Kan's full review
Dejana Bajic profile photo
April 16, 2014

UserVoice Review: "Every Product Manager's must-have!"

Score 10 out of 10
Vetted Review
Verified User
Review Source
I've been working as a Product Manager on various SaaS platforms, and over the past 3 years UserVoice has played an essential role in guiding my product decisions. The array of tools they offer really makes it easy to collect user feedback in a less intrusive way. Most importantly, end-users love the feedback UI, too, and seem to keep continue engaging without me having to solicit feedback over and over again. I've tried other solutions out there - Zendesk, GetSatisfaction, IdeaScale... Nothing worked as well as UserVoice.
  • Feedback gathering
  • Bulk idea management
We use their Feedback platform to guide product roadmap planning.
Read Dejana Bajic's full review

About UserVoice

UserVoice collects and organizes feedback from multiple sources to provide a clear, actionable view of user feedback for product teams.

With a customizable feedback portal, in-app widget, and direct integrations with your email client, CRM or support tool, it’s easy for your customers and internal team members to share feedback at anytime.

The UserVoice platform allows you to manage all this feedback in a single view, analyze your data to make product decisions based on customer demographics, sales data, or customer satisfaction, and seamlessly close the loop with both internal stakeholders and customers.

Companies like Microsoft, Cisco, Adobe and Intuit use UserVoice everyday to continuously improve their product and delight their customers.

Don't waste time cobbling together point solutions when you can get a single platform that gives you all the tools to listen, analyze and close the loop with customer bases and internal teams.

UserVoice Screenshots

UserVoice Integrations

UserVoice Competitors

Aha!, ProdPad, Productboard

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Does not have featurePremium Consulting/Integration Services Available?No
Entry-level set up fee?No

UserVoice Support Options

 Paid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

UserVoice Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android, Windows Phone, Blackberry, Mobile Web