Item: UserVoice
Rating: 8
Author: Jessica Meadows Rich

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 and Cons

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.

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

Alternatives Considered

We've not used other products similar to UserVoice

Other Software Used

Squarespace, Slack, Bitly

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.

UserVoice: Great value for the money!

Software Version

Overall Satisfaction with UserVoice