- 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.
- 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.
- 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.
- 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
UserVoice Scorecard Summary
UserVoice is a leading product feedback management software. Founded in 2006, UserVoice aims to enable businesses to make data-driven product decisions and prioritize feature requests by making customer feedback more meaningful. The vendor says more than 3,500 companies use UserVoice to make strategic product decisions and improve user engagement and customer retention while being efficient with their development resources.
The vendor’s value proposition is that UserVoice enables product teams to work more effectively alongside customers, customer support, success, and sales teams to better inform the product development process. UserVoice’s product management software capabilities include feedback collection, product roadmap prioritization, feedback management and moderation, communication tools, net promoter score, support ticketing, knowledge base, and advanced reporting. UserVoice is bi-coastal with headquarters in San Francisco, CA and an office in Raleigh, NC.
UserVoice Technical Details
|Mobile Application:||Apple iOS, Android, Windows Phone, Blackberry, Mobile Web|