UserVoice Software


 

UserVoice is a comprehensive 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 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.

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 size 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

42 Reviews of UserVoice

 

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Software Advice Reviews (18)
More Reviews (24)

Showing 1-18 of 18

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

October 2016

October 2016

Great Software for Small to Mid Size CS

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Lauren from Buildzoom
Specialty: Consulting

February 2016

February 2016

Great Application

Ease-of-use

Functionality

Product Quality

Customer Support
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.

 
 

Adam from Chargify
Specialty: Software / IT

December 2015

December 2015

UserVoice keeps feature requests prioritized and organized!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

 
 

Katie from Poll Everywhere
Specialty: Software / IT

December 2015

December 2015

Good ticketing system

Ease-of-use

Functionality

Product Quality

Customer Support
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.

 
 

Neesa from Microsoft
Specialty: Software / IT

December 2015

December 2015

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

Ease-of-use

Functionality

Product Quality

Customer Support
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.

 
 

Jonathan from Stripe
Specialty: Software / IT

December 2015

December 2015

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

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Arturo from Postmates
Specialty: Software / IT

December 2015

December 2015

Operations and User Support at Postmates

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Sandro from Opentopic
Specialty: Software / IT

December 2015

December 2015

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

Ease-of-use

Functionality

Product Quality

Customer Support

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

 
 

Eric from Invoca
Specialty: Telecommunications

December 2015

December 2015

Customer Success Engineer that's mostly satisfied with product

Ease-of-use

Functionality

Product Quality

Customer Support
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.

 
 

Lindsey from Invoca
Specialty: Software / IT

December 2015

December 2015

Customer Success Manager Usage of Uservoice

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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)?

 
 

Daniel from Invoca
Specialty: Software / IT

December 2015

December 2015

Support Manager

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Lorelei from Invoca
Specialty: Software / IT

December 2015

December 2015

Good app for simple products

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Ching-Mei from Cardinal Blue Software, Inc.
Specialty: Software / IT

December 2015

December 2015

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

Ease-of-use

Functionality

Product Quality

Customer Support

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

 
 

Nick from Personify
Specialty: Software / IT

March 2015

March 2015

Great Support Portal, but Not Quite Enough

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Ben from iP
Specialty: Software / IT

October 2014

October 2014

Ben's UV Review

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Matt from schoolcentrix
Specialty: Education

October 2014

October 2014

Uservoice Review

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Dustin from Ethology
Specialty: Advertising

October 2014

October 2014

Great way to gather insight

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Daniel from Exec
Specialty: Software / IT

April 2014

April 2014

Best Customer Service Platform

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 
 
Showing 1-20 of 24

Ranvir from Zorma

June 2015

June 2015

A great solution that focuses on its core product

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Pros:

When I was testing all customer service software, I needed one that was the best at its core product which is a ticketing and knowledgebase system. This in my opinion is the best at what it does. They focus on improving these two things and avoid over-complicating the system with extras that would add burden to the user be it on my end or the customer service side.

Continued improvements and updates are rolled out that improve its core product.

Have solutions that you can link both on the web & app side.

It is just easy to use so you can focus on what your best at.


Cons:

No cons relating to the product itself (really, after approx 2 years use).





Source: Capterra
 

Evan from ZOZI

July 2014

July 2014

UserVoice does everything it needs to, with a fantastic user experience on top

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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, trying and succeeding at making the customer service experience BOTH efficient and easy for everyone involved.

Add on top of that an incredibly innovative feedback system that truly helps you prioritize what customers want what? You've got a seriously badass (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.

Source: Capterra
 

Evan from ZOZI
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2014

July 2014

Everything you need in an incredibly slick package

Product Quality

Product Quality
Quality

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, trying and succeeding at making the customer service experience BOTH efficient and easy for everyone involved.

Add on top of that an incredibly innovative feedback system that truly helps you prioritize what customers want what? You've got a seriously badass (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.

Source: GetApp
 

Vincent from Planwise

May 2014

May 2014

UserVoice helps us provide better support to our users and build a product that they love

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

UserVoice is a great fit for us. Our tool lives around the web on many websites and devices, so we really needed an in-app solution - and that's exactly what we got with UserVoice.

It's extremely easy to use and very efficient for our support team to provide amazing support to our users. From inserting help articles directly into email responses, to keeping track of individual user interactions, UserVoice helps us operate more efficiently.

UserVoice is very well designed and built. Over our 2 years with them, have never had any issue with the product. They also are continuously improving their analytics and admin dashboards that empower us to become more data driven as they develop.

There customer support is superb. They always answer questions that we have very quickly and provide complete and thorough answers. You will never feel like you are talking to a robot because their support team is very friendly, personable and professional.

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.

Source: Capterra
 

Daniel from Exec

April 2014

April 2014

Greatest Support System

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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

Source: Capterra
 

Dejana from Threadflip

April 2014

April 2014

Every Product Manager's must-have!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I've been working as a Product Manager on various SaaS platforms, and over the past 3 years UserVoice has played an essential role in guiding my product decisions. The array of tools they offer really makes it easy to collect user feedback in a less intrusive way. Most importantly, end-users love the feedback UI, too, and seem to keep continue engaging without me having to solicit feedback over and over again. I've tried other solutions out there - Zendesk, GetSatisfaction, IdeaScale... Nothing worked as well as UserVoice.

Source: Capterra
 

Immad

April 2014

April 2014

Uservoice is well built, reliable and reasonably priced

Product Quality

Product Quality
Quality

Easy to use

Pros

Easy to use
Reliable
Fully featured
Good price

Cons

None that I have found

Source: GetApp
 

Giorgio

March 2014

March 2014

Great product!

Product Quality

Product Quality
Quality

Easy to set up, easy to customize. My customers are satisfied by the way we handle support tickets with UserVoice and it really helped my productivity.

Pros

Easy set up, easy customization, good support.

Cons

None

Source: GetApp
 

Molly

March 2014

March 2014

Easy to use, great customer support

Product Quality

Product Quality
Quality

UserVoice is great for logging our customer support inquiries. Searching for tickets is easy and their support team is excellent if you have any questions or problems.

Pros

Easy to use

Cons

None

Source: GetApp
 

Ryan Baker

March 2014

March 2014

We are happy UserVoice users for over 2 years.

Product Quality

Product Quality
Quality

UserVoice has scaled well with us as our business has grown. We use it for support tickets, knowledge base and community feedback. All of these features work particularly well together. By using smart tools like this we've been able to scale the support side of our business beautifully. Our customer base grows at more than twice the rate our support levels do. It's great helping customers to help themselves using UserVoice.

Source: GetApp
 

Bart Lorang

March 2014

March 2014

Totally awesome

Product Quality

Product Quality
Quality

UserVoice is awesome for product management and customer support. We use it on all our mobile apps and web apps!

Pros

Easy setup and config.

Cons

None

Source: GetApp
 

Justin D.

March 2014

March 2014

Great Product and Great People

Product Quality

Product Quality
Quality

I interact with Andrew and Claire whenever we have an issue or question. They are always very prompt, professional and are cool cats. UserVoice has made my job easier and reporting much smoother. Very happy with their product and great service!

Source: GetApp
 

smickles

March 2014

March 2014

Far too expensive

Product Quality

Product Quality
Quality

Uservoice is great but it's far too expensive. I will be paying upwards of $2400 a year for two agents and customizing my css/HTML. I'm going to move to GetSatisfaction or ZenDesk when I've worked out which one is better for my needs. Also the UI hasn't changed in years, at that wouldn't necessarily be a bad thing but the UI isn't great.

Source: GetApp
 

dean veggy

March 2014

March 2014

nice user friendly clean design

Product Quality

Product Quality
Quality

It's important not only to get data back from our customers, but have it well organised and presented in a nice way. UV does this well.

Pros

As above

Cons

Could do with ability to add a user's email addr as 'watcher' for easily adding idea on their behalf and thus bringing them on board.

Source: GetApp
 

Tarique Sani

March 2014

March 2014

Great way to communicate with your users

Product Quality

Product Quality
Quality

Give your users a voice, build a repository of knowledge. Get feedback and ideas. uservoice has got you covered well!

Source: GetApp
 

Dave

February 2014

February 2014

It just works!

Product Quality

Product Quality
Quality

This app simply works beautifully and does exactly what it is supposed to do all the time.

Source: GetApp
 

Anica

February 2014

February 2014

simple and easy-to-use interface

Product Quality

Product Quality
Quality

Service desk software that provides customers with an accessible and intuitive interface, out-of-the-box, will save you and your organization the time and frustration of deployment complexities, and enable your customers to resolve a lot issues without even having to interact with a support agent.

UserVoice is a great example of a helpdesk with a simple and easy-to-use interface:

Source: GetApp
 

NameThatPornstar.com

February 2014

February 2014

So easy to install and use

Product Quality

Product Quality
Quality

I've been using UserVoice for more than a year without any problems. I get feedback and questions about my site on a daily basis and users are happy to get answers quickly. I will be using their service on a new project very soon.

Source: GetApp
 

www.otd.to

February 2014

February 2014

UserVoice - contact/feedback form

Product Quality

Product Quality
Quality

We are using it for quite a while now ( @ www.otd.to ) and all I can say that is very easy to implement and track all emails, nice ticket system that meets all our needs for feedback and support.

UserVoice is a great app.

Source: GetApp
 

Birte

February 2014

February 2014

Fantastic tool.

Product Quality

Product Quality
Quality

Control! You never miss replies because of the tickets! Easy assigne function and a brilliant NOTE function. Uservoice is our way of communicating in writing with our clients, and with the tracking system etc. we are in full control that all requests receives a reply from our Support team. I also want to add that they have a fantastic support service!

Source: GetApp