UserVoice untangles the feedback loop
Steve MacLaughlin | TrustRadius Reviewer
Updated April 18, 2014

UserVoice untangles the feedback loop

Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Pro

Overall Satisfaction

  • 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.
  • 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.
There are several products continuing to use UserVoice.
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.

Product Usage

  • Engage with customers to streamline product suggestions
  • Allow customers to socialize ideas and comments with each other
  • Assist with prioritization of product development efforts

Evaluation and Selection

We were using internally developed tools to track customer suggestions and ideas.

Implementation

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.

Training

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.

Support

Always very responsible and helpful when an issue happened. They eat their own cooking when it comes to using their products.
Yes - It is considered part of the pricing tier that is being used.

Usability

The day-to-day usability is good. More technical settings require a bit more effort.
ProsCons
Like to use
Relatively simple
Easy to use
Consistent
Convenient
Feel confident using
Familiar
None
  • 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