UserVoice untangles the feedback loop
Overall Satisfaction
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.
- 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.
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
- Implemented in-house
Training
- 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.
Support
Yes - It is considered part of the pricing tier that is being used.
Usability
Pros | Cons |
---|---|
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
Yes, but I don't use it
Comments
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