UserVoice Software


 

UserVoice is a unique help desk solution specifically designed for modern web businesses and mobile apps to help those companies handle not only support requests but also keep a pulse on product feedback and customer satisfaction. From Support Agents to Product & Marketing Managers, UserVoice provides insights and analytics relevant across different parts of an organization. UserVoice provides a customer portal but what sets it apart is the ability to embed that functionality directly into a website, iPhone or Android app to give users quick, easy access to getting help and giving feedback.

This software streamlines the response process and rate for support requests. Customer information from social media, billing and CRM interactions automatically populate in the support request, so reps can personalize their responses. UserVoice auto-suggests knowledge base articles, a proven way to reduce support requests. The analytics package gives a high-level overview of how agents are performing, tickets that might be slipping through the cracks, and which instant answers are most helpful to customers.

UserVoice really digs in data on client satisfaction. Teams can track satisfaction over time, compare segments, and even monitor how much revenue is at stake with unhappy customers. By filtering through feedback, UserVoice can identify what is resonating in specific segments of the client base. Product management teams can make better, more actionable decisions when they have this information handy.

Companies can customize and brand their own mobile or web app, or build a standalone, client portal. Whether companies want the full engagement platform or just need to monitor feedback, UserVoice is a great fit for small to large-sized organizations.

 

UserVoice - Send message
 
  • UserVoice - Send message
    Send message
  • UserVoice - User satisfaction
    User satisfaction
  • UserVoice - Collect ideas
    Collect ideas
  • UserVoice - User insights
    User insights
  • UserVoice - Admin console
    Admin console
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

21 Reviews of UserVoice

Showing 1-20 of 21

 

from Invoca
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

Great Software for Small to Mid Size CS

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Value for Money

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Great Software to use when you are looking to get started with ticketing solutions. It has a documentation portal as well as a generic inbox service to start answering support tickets. The software starts to lag when you need to drive advanced CS metrics like Priority Routing certain accounts to high support Queues. Also driving first response times is diffcult without some data manipulation

Pros

Simple to use and setup
Documentation Portal
Generic Email Address

Cons

Difficult Reporting
No easy way to setup support Tiers

Advice to Others

Great beginning product for ticketing systems. Begins to fall apart for larger CS orgs with support tiers.

 
 

from Buildzoom
Specialty: Consulting

Great Application

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N/A

Likes Best

It's very easy to use. The transformation from a ticket to a idea makes organization easy.

Likes Least

I wonder about the security, anytime something is put online someone has access.

Recommendations

Using all the tools in the application is necessary to understand the functionality of the tool. There are so many features that can be utilized.

 
 

from Chargify
Specialty: Software / IT

UserVoice keeps feature requests prioritized and organized!

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Likes Best

UserVoice does a great job at tracking feature requests and allowing customers to "up-vote" existing requests. Listening to ever customer becomes a slippery slope and can distract your team from the product roadmap and ultimate vision. By allowing customers to see if their requests already exist and "up-vote," your team can clearly see features that will benefit the masses - these are the request to seriously consider. UserVoice helps automate and streamline this process.

Likes Least

When I think of UserVoice, nothing negative comes to mind. It just works how it is intended to work :)

Recommendations

Implement feature request tracking early in your company's lifecycle to get a better understand of what common request customers have.

 
 

from Poll Everywhere
Specialty: Software / IT

Good ticketing system

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N/A

Likes Best

I find this product easy to use and easy to assign and be assigned tasks/tickets.

Likes Least

Sometimes logs me into to the master account instead of my account so I miss when i have tickets.

Recommendations

If you have a need for software like this because you have a big enough company, consider ease of use. Many of our workers are remote so this system makes it easy to assign tickets without having to be in the same location.

 
 

from Microsoft
Specialty: Software / IT

Worked with Microsoft on a project over the summer and they used user

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N/A

Likes Best

Once it started working, I liked how everything could be traced

Likes Least

I found it cumbersome and temerpental. We were constantly struggling to get it to work properly in the beginning. I thought the set up was horribly confusing and time consuming.

Recommendations

users need to be patient as once the set up was complete you could move on.

 
 

from Stripe
Specialty: Software / IT

UV is an okay product, but there are better ones out there.

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Likes Best

Very slow, though I understand we've pushed UV to the limit. No ability to tag CR's. Difficult to update. Slow reporting.

Likes Least

The color schemes are nice; I'm sure this product was okay in the past, though it seems outdated as a CRM.

Recommendations

Evaluate another program, such as Zendesk or Desk.

 
 

from Postmates
Specialty: Software / IT

Operations and User Support at Postmates

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Likes Best

Timeline and ticket searches were intuitive (coming from experience with Zendesk and Desk by Salesforce). The requirement is write a note before sending an external email prevents a lot of mistakes and allows associates to communicate clearly when collaborating or handing-off.

Likes Least

I wish there was an ability to add an internal subject.

Recommendations

An "undo" or "unsend" button for quick retrieval. Ability to use macros to add labels, assign tickets, and auto-populate the subject field would increase efficiency.

 
 

from Opentopic
Specialty: Software / IT

OK, we don't use it that much but ok for what we need

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Likes Best

reactive in response, product easy to use in the front end but dashboard a little messy considering we don't use uservoice that much

Likes Least

dashboard not easy to navigate, a lot of options but not sure how much useful are all of them

Recommendations

installed app on mac like slack to have always notifications of what is happening

 
 

from Invoca
Specialty: Telecommunications

Customer Success Engineer that's mostly satisfied with product

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N/A

Likes Best

Very user friendly and easy workflow. Metrics about response time are great along with canned responses.

Likes Least

Integrations while present leave some to be desired. Can't pull all SFDC data desired. Unsure how to implement SLWs into UV workflow.

Recommendations

As long as you are demanding heavy integrations with other programs (SFDC, JIRA...) then this is an excellent product.

 
 

from Invoca
Specialty: Software / IT

Customer Success Manager Usage of Uservoice

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Likes Best

I like the ability to assign tickets to myself and other colleagues, for easy accountability.

Likes Least

Searching for tickets isn't always accurate, could improve matching ability in the search results.

Recommendations

Consider your goals in using a software like uservoice -- are you trying to better organize your customer support, for example: are you trying to get metrics around the type of support tickets your team resolve, are you trying to monitor the performance of your customer support team(s)?

 
 

from Invoca
Specialty: Software / IT

Support Manager

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Customer Support

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Likes Best

Ticketing system that is easy to setup. Vendor is great at providing interesting insights into support industry

Likes Least

Doesn't separate customers by the "Account" level. Hard to adhere to SLAs for specific customers.

Recommendations

If you are looking for a quick and efficient ticketing system for your business. Look no further.

 
 

from Invoca
Specialty: Software / IT

Good app for simple products

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Likes Best

We began using this primarily for the knowledge base and ticketing system. We implemented the custom user traits, Satisfaction widget and the Contact widget fairly easily inside our application and these features keep us informed on customer support interactions.

Likes Least

I wish features settings were customizable. Like the frequency of the Satisfaction pop is fixed and the Contact widget buttons/wording is limited even with development. We were disappointed with the Salesforce integration because it doesn't include the Satisfaction scores and it also is not customizable.

Recommendations

It sure was easy to get up and running with this. As our business grew, we outgrew their feature functionality. But it was the right application for us at the right time when all we needed was a knowledge base and basic ticketing system.

 
 

from Cardinal Blue Software, Inc.
Specialty: Software / IT

Using Uservoice as our app's main ticketing service since 2011.

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Likes Best

Canned responses that can easily be turned into public FAQ responses and Instant Answers.

Likes Least

It's a bit slow (loading time) when clicking on links within the dashboard. No mobile app for ticket agents. When you cc someone on a ticket, the cc-ed recipient cannot see the customer's email address. Quite hard to navigate through the interface. Can only upload profile picture through Gravatar :(

Recommendations

Any mobile solution for agents?
Pricing
Scalability

 
 

from Personify
Specialty: Software / IT

Great Support Portal, but Not Quite Enough

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Product Quality

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Likes Best

UserVoice is a great and simple system to use for Customer Support. I run Support at my SaaS company, Personify. It's been a fantastic way to ensure that we give our users World-Class support, and help, as they get up and running with our Products.

Likes Least

We ended up moving to Desk.com for our next generation of products, for the simple but powerful reason that they offer better multilingual support.

Recommendations

The lack of the feature where a user can select his or her language, and automatically have the Knowledge Base switch to that language, is anathema to an SaaS business looking to scale globally.

But, if you have only English speaking customers, for example...then I wholeheartedly recommend UserVoice. It's an amazing system for the right Support Use Case.

 
 

from schoolcentrix
Specialty: Education

Uservoice Review

Ease-of-use

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Likes Best

Ease of use and widgets that you can put on the website for customer interaction.

Likes Least

There is nothing that I dislike about the product at this time.

Recommendations

Be sure to check out all the applications within the program to best utilize your solution needed for your customer interaction.

 
 

from iP
Specialty: Software / IT

Ben's UV Review

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Likes Best

Simplicity of use‰ÛÓI appreciate how they make the system editable for me to use.

Likes Least

There really isn't much to dislike. I think we might have had some issues with the number of accounts, but we were able to work around it.

Recommendations

Look for something that will work well with your product. After all, this product is all about getting feedback on your product. If you have a poor "reporting" software, it'll reflect poorly on your product.

 
 

from Ethology
Specialty: Advertising

Great way to gather insight

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Product Quality

Customer Support

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Likes Best

Very easy to use. High levels of interaction. It's easy to track the responses and measure feedback.

Likes Least

Not the most aesthetically pleasing interface. For those uninitiated, it might be difficult to set up an initial survey.

Recommendations

Do a lot of research, but also make sure you test it out. See how it performs before you make any final decisions.

 
 

from ZOZI
Specialty: Other

UserVoice hits all the necessary items and does it incredibly well

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Likes Best

Full disclosure: I used to work at UserVoice. But I had no obligation to use it at my next job, and I had to take it through the same assessment and pitch to my executive team as any other tool. We chose UserVoice, hands down.

Why? UserVoice doesn't just fit the feature requirements of a customer service tool; it's obsessively focused on the customer experience. They try and succeed at making the customer service experience both efficient and easy for everyone involved.

On top of that, add an incredibly innovative feedback system that truly helps you prioritize what customers want. Then you've got a seriously awesome (and affordable) resource for keeping your customers happy.

I'm very proud of my time at UserVoice and will continue loyally using their tools for many years.

Likes Least

They need a mobile version of the admin console. We need to be able to answer tickets via mobile.

Recommendations

Look at the feature set, but also look at what the user experience is like. You're shooting yourself in the foot if you let your customers have a bad experience when they're already upset.

 
 

from Planwise
Specialty: Software / IT

Very efficient and easy to use! Really great reports and support desk

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Likes Best

I like the analytics and reports on our feature requests, all components of our support streams, and users. It makes it extremely quick to query the reports and find the exact insights that we need to help us make Product and Business decisions.

Likes Least

Nothing. They continue to develop and improve their product all the time, and we are always pleased with their added features.

Recommendations

Make sure you think about the nature of your product and where your users/customers will be when they need support or help articles, or when they give feedback. If your answer is online (both desktop and mobile), then UserVoice is a great fit.

 
 

from Exec
Specialty: Software / IT

Best Customer Service Platform

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Likes Best

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 it was reasonably priced. It was especially important how well it worked with, and looked just like, regular email.

Likes Least

The login system tries to recognize you when you use it. It is slightly annoying.

Recommendations

Go with UserVoice. It is better and cheaper than others.

 
 
 
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