UserVoice

Score9.5 out of 10

32 Reviews and Ratings

What is 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.

Categories & Use Cases

Product Management

Media

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ariel cordiviola

Product Manager in Product Management at Playvox (51-200 employees employees)

Use Cases and Deployment Scope

We have a lot of customers with different types of users. So we were looking for a tool to be able to handle most of the customer/user insights to help us discover and work around elements that will give value and have a positive impact on the overall experience of the platform.

Pros

Collect insights from customers
Visualize the how critic is a request from a customer
Report on new insights
Easy to share updates of insights to customers

Cons

Don't have any, for us that the work very well.

Most Important Features

One portal to get customer insights
Simple track insights status, and communicate internally and externally
Reporting on insights updates

Return on Investment

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.

Jessica Meadows Rich View profile

Curriculum Coordinator at GCFLearnFree.org (11-50 employees employees)

Pros

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.

Cons

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.

Return on Investment

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

Other Software Used

Squarespace, Slack, Bitly

Verified User

Manager in Customer Service (51-200 employees employees)

Pros

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.

Cons

I'd love to see more integrations, including one with our support system, Help Scout.

Return on Investment

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.

Alternatives Considered

Asana

Other Software Used

CloudApp, Salesforce Service Cloud, GetFeedback

Jacie Fontenot

Accounting Clerk in Finance and Accounting at Polar Technology (11-50 employees employees)

Pros

Organizing data
Detailed dashboard info
Very easy to navigate
The personal profile is a plus

Cons

I can't think of anything

Return on Investment

Better customer service
Decreased wait time to handle issues

Steve MacLaughlin

Director, Internet Solutions in Product Management at Blackbaud (1001-5000 employees employees)

Pros

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).

Cons

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.

Return on Investment

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.

Usability

Aha! Roadmaps

ProdPad

productboard

UserVoice