#1 most frequent
United States of America
51.1%1,032 installations of 2,020
What is UserVoice?
UserVoice collects and organizes feedback from multiple sources to provide a clear, actionable view of user feedback for product teams.
Categories & Use Cases
Media
1 / 7
Who Buys & Uses UserVoice
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
7.5%151 installations of 2,020
#3 most frequent
Canada
4.3%87 installations of 2,020
A great platform to gather and work with all customer insights
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.
UserVoice: Great value for the money!
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
UserVoice for Tracking Client Feedback
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
I really like UserVoice!
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
UserVoice untangles the feedback loop
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.
