UserVoice

Score9.5 out of 10

32 Reviews and Ratings

Community insights

TrustRadius Insights for UserVoice are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Intuitive and Easy-to-Navigate Interface: Users have found the interface of the product to be intuitive and easy to navigate, making it convenient for public-facing users to submit, vote on, and give feedback. This positive aspect has been mentioned by several reviewers.

Flexible Configuration Options: Reviewers appreciate the ability to design, configure, and white-label the system according to their company's needs. This feature provides flexibility and customization options that cater to different business requirements.

Efficient Feedback Management Process: Many users have highlighted the access controls that allow them to manage feedback from employees separately from customers. This feature helps in organizing data and streamlining the feedback management process effectively.

Reviews

9 Reviews

A great platform to gather and work with all customer insights

Rating: 10 out of 10

Incentivized

June 20, 2022

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.

Likelihood to Recommend

For Product departments, it will help to organize customer insights in one place, and give transparency to the prioritization process to customers and internal stakeholders. While giving tools to track, report, and communicate in a really simple way closing the loop from the input of an idea to the stage of accepting/rejecting and the overall result.

ariel cordiviola

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

Vetted Review

1 year of experience

UserVoice for Tracking Client Feedback

Rating: 9 out of 10

Incentivized

February 7, 2019

Use Cases and Deployment Scope

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.

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.

Likelihood to Recommend

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.

Verified User

Manager in Customer Service (51-200 employees)

Vetted Review

1 year of experience

UserVoice: Great value for the money!

Rating: 8 out of 10

Incentivized

November 18, 2018

Use Cases and Deployment Scope

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.

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.

Likelihood to Recommend

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.

Jessica Meadows Rich

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

Vetted Review

3 years of experience

View profile

I really like UserVoice!

Rating: 10 out of 10

December 18, 2014

Use Cases and Deployment Scope

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!

Pros

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

Cons

I can't think of anything

Likelihood to Recommend

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.

Jacie Fontenot

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

Vetted Review

2 years of experience

A Great Product for Customers That Are Ready to Listen.

Rating: 9 out of 10

Incentivized

July 22, 2014

Use Cases and Deployment Scope

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.

Pros

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.

Cons

Some of the functionality is a bit limited for enterprise organizations. For example, you can only have 1 system-wide knowledge base.

Likelihood to Recommend

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.

Oren Shatken

Product Manager in Product Management at Angie's List (1001-5000 employees)

Vetted Review

1 year of experience

UserVoice is affordable, awesome, and slick

Rating: 10 out of 10

July 5, 2014

Use Cases and Deployment Scope

Our customer service department is using it to assist our customers.

Pros

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

Cons

A mobile admin interface would be great

Likelihood to Recommend

It's great all around!

Evan Hamilton

in Customer Service at ZOZI (11-50 employees)

Vetted Review

4 years of experience

Best Support System Out There

Rating: 10 out of 10

April 19, 2014

Use Cases and Deployment Scope

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.

Pros

Automation through their API
Statistics of Customer Service Requests
Integration w regular email

Cons

Likelihood to Recommend

UserVoice is the easiest support system to use and implement

Daniel Kan

Co-founder in Customer Service at EXEC (11-50 employees)

Vetted Review

5 years of experience

Every Product Manager's must-have!

Rating: 10 out of 10

April 16, 2014

Use Cases and Deployment Scope

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.

Pros

Feedback gathering

Cons

Bulk idea management

Likelihood to Recommend

We use their Feedback platform to guide product roadmap planning.

Dejana Bajic

Product Manager in Product Management at Threadflip (11-50 employees)

Vetted Review

3 years of experience

UserVoice untangles the feedback loop

Rating: 8 out of 10

August 13, 2013

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.

Likelihood to Recommend

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.

Steve MacLaughlin

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

Vetted Review

4 years of experience

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