UserVoice software


51 reviews(4.0/5)
51 reviews(4.0/5)

UserVoice develops product feedback management software that helps businesses gather and analyze customer feedback and prioritize feature requests based on user need. It is suitable for businesses of all sizes in a variety of industries. 

UserVoice helps users manage the response process and track the rate of support requests. Customer information such as social media, billing and customer relationship management interactions automatically populate in the support request, so representatives can personalize their responses.

UserVoice auto-suggests knowledge base articles, which can help 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. 

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 8

51 Reviews of UserVoice

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  • Morgan from Scribble Maps

    Specialty: Software / IT

    Number of employees: 2-10 employees

    August 2018

    Great Help Desk Software with a few Quirks

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy to use and the interface is somewhat intuitive. Works great for startups and smaller companies as this is the size of the company I am in. Support seems responsive and quick at fixing any problems.

    Cons

    Sometimes a clunky interface with glitches which are not fixed quickly. Could work on their mobile UX for better ease of use.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Girivaru from Botmetric

    Number of employees: 501-1,000 employees

    August 2018

    Good KB portal for mid size product company

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I was able to launch any KB article with proper tagging and with Ease, I had a seperate segment for crowdsourcing ideas it was great feature for me

    Pros

    Editor capabilities in Uservoice are not present in any other similar products, which makes it stand out of market

    Cons

    Mid companies would like any content to have SEO,SEM capabilities. A must required as I want even my KB content to perform

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Kevin from Omnitech, Inc

    Number of employees: 11-50 employees

    July 2018

    Great way to leave feedback

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I've left a lot of feedback on the Microsoft products and it is great to get notifications when they are working on something or have completed it.
    I like voting on different features.

    Cons

    I haven't used it for a product I'm a part of, I wonder how easy it is to see all the feedback and categorize it.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Gabrielle from VH

    April 2018

    Great for collecting feedback

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    We use this solely to collect feedback from our clients regarding what features they are interested in. To that end, it performs perfectly.

    Cons

    I can't really think of any cons, since we have a fairly limited use of the platform. Up till now, it has done it's job.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Daryl from QuanticMind

    Number of employees: 11-50 employees

    April 2018

    easy for small teams to provide support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We were able to have a ticketing system and knowledge bases ready for customer quickly and easily. While not containing all the features we'd like, we didn't have to be an expert to set it up and provide help quickly. Connected with our salesforce and Google apps.

    Pros

    Easy setup and connectivity with additional the ability to dump in a large knowledge base for easy self-help.

    Cons

    Bigger and better features cost a lot more per user license and they really push you into the higher tiers versus competitors.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Michael from Weave HQ

    Number of employees: 51-200 employees

    April 2018

    Great product tool to aid in customer discovery and research

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Great product tool to aid in customer discovery and research.

    Pros

    Uservoice has a great api that makes it easy to add custom components to your app or web pages and makes it easy for users to provide feedback.

    Cons

    The newest version is not as easy to navigate as the old one, but did add some great new features to the list.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    November 2017

    Good product suggestion platform

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    It allows us to get feedback on our product from users.

    Pros

    I like that this product allows you to quickly and easily collect feedback from your users on things they would like to see changed. The voting system is really cool as it allows other users to vote on good ideas in an easily quantifiable way.

    Cons

    I wish it was a bit easier to have similar ideas merged together. Its a painstaking manual process to individually merge similar ideas.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Luis from Drawfolio

    August 2017

    Simple way to have support tickets in your web app

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Super easy to integrate support ticket system in any web app. Also, the screenshot feature has been proved super-useful for our users when communicating a problem, and the feature-suggestion part is also a win.

    Cons

    Email integration can be a bit confusing: it's not 100% clear if email is sent to the ticket author when replying an email ticket.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Daniel from Invoca

    Specialty: Software / IT

    Number of employees: 51-200 employees

    October 2016

    Great Software for Small to Mid Size CS

    Ease-of-use
    Functionality
    Quality
    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

  • Lauren from Buildzoom

    Specialty: Consulting

    February 2016

    Great Application

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

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

    Cons

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

  • Adam from Chargify

    Specialty: Software / IT

    December 2015

    UserVoice keeps feature requests prioritized and organized!

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    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.

    Cons

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

  • Katie from Poll Everywhere

    Specialty: Software / IT

    December 2015

    Good ticketing system

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

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

    Cons

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

  • Neesa from Microsoft

    Specialty: Software / IT

    December 2015

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

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

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

    Cons

    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.

  • Jonathan from Stripe

    Specialty: Software / IT

    December 2015

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

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

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

    Cons

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

  • Arturo from Postmates

    Specialty: Software / IT

    December 2015

    Operations and User Support at Postmates

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    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.

    Cons

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

  • Sandro from Opentopic

    Specialty: Software / IT

    December 2015

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

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

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

    Cons

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

  • Eric from Invoca

    Specialty: Telecommunications

    December 2015

    Customer Success Engineer that's mostly satisfied with product

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

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

    Cons

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

  • Lindsey from Invoca

    Specialty: Software / IT

    December 2015

    Customer Success Manager Usage of Uservoice

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

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

    Cons

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

  • Daniel from Invoca

    Specialty: Software / IT

    December 2015

    Support Manager

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

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

    Cons

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

  • Lorelei from Invoca

    Specialty: Software / IT

    December 2015

    Good app for simple products

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    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.

    Cons

    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.

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