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. 



54 Reviews of UserVoice

Overall rating

4.0 / 5 stars

Showing 1 - 20 of 54 reviews

November 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

3 of 5

November 2018

UserVoice Review

Pros

I love the fact it was easy to use, where you can set your thoughts for companies to understand the needs and retain clients.

Cons

However, it only allowed me to use the site in English.

November 2018

Jessica from GCFLearnFree.org

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

5 of 5

November 2018

Gives us almost everything we need for a great price

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

We've used UserVoice for a number of years now and it's really been almost everything we've needed from a support ticket system. It allows us to quickly and easily manage users' questions and provide answers and feedback. One great thing we've gotten from it is creating our "knowledge base," which helps us both answer frequent questions more quickly (by using the drop down feature to pre-fill a response with an answer from the knowledge base) as well as providing a ready-made FAQs page for our site. Agents can easily be assigned to different tickets and it's clear who is responding to what ticket, which was problematic in our old system and we often had multiple people answering the same question at the same time.

Cons

On the other hand, UserVoice hasn't always been great about catching obvious spam and we have to do a fair amount of blacklisting manually. We offer content in Spanish, Portuguese, and English but you can only set it to one language, so right now we have a completely separate support system for our Spanish and Portuguese learners. And oddly, they have no online/email tech support available. You have to call if you have an issue. :(

September 2018

Jose from Rivera Corp.

Company Size: 2-10 employees

Review Source


Ease-of-use

4 of 5

Functionality

5 of 5

September 2018

Simple and painless way to collect isight and feeback for your business

Pros

Gather feedback from customers and all the organization, get it in a way that defines priorities and allows you to extract real actionable data. Very good tool.

Cons

Don't have any con for the product. It's a matter of committing to the tool, though. Once you start getting the feedback you need it'll be critical that you take action over it.

August 2018

Morgan from Scribble Maps

Company Size: 2-10 employees

Review Source


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

3 of 5

August 2018

Great Help Desk Software with a few Quirks

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.

August 2018

Girivaru from Botmetric

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

August 2018

Good KB portal for mid size product company

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

July 2018

Kevin from Omnitech, Inc

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

5 of 5

Functionality

5 of 5

July 2018

Great way to leave feedback

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.

April 2018

Gabrielle from VH

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

April 2018

Great for collecting feedback

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.

April 2018

Daryl from QuanticMind

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

April 2018

easy for small teams to provide support

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.

April 2018

Michael from Weave HQ

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

April 2018

Great product tool to aid in customer discovery and research

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.

November 2017

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

November 2017

Good product suggestion platform

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.

August 2017

Luis from Drawfolio

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

2 of 5

Functionality

3 of 5

August 2017

Simple way to have support tickets in your web app

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.

October 2016

Daniel from Invoca

Company Size: 51-200 employees


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

3 of 5

October 2016

Great Software for Small to Mid Size CS

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

February 2016

Lauren from Buildzoom


Ease-of-use

4.5 of 5

Functionality

3.5 of 5

February 2016

Great Application

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.

December 2015

Adam from Chargify


Ease-of-use

4.5 of 5

Functionality

5 of 5

December 2015

UserVoice keeps feature requests prioritized and organized!

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 :)

December 2015

Katie from Poll Everywhere


Ease-of-use

4.5 of 5

Functionality

4.5 of 5

December 2015

Good ticketing system

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.

December 2015

Neesa from Microsoft


Ease-of-use

2.5 of 5

Functionality

3 of 5

December 2015

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

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.

December 2015

Jonathan from Stripe


Ease-of-use

3 of 5

Customer support

3.5 of 5

Functionality

2 of 5

December 2015

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

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.

December 2015

Arturo from Postmates


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

4.5 of 5

December 2015

Operations and User Support at Postmates

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.

December 2015

Sandro from Opentopic


Ease-of-use

3 of 5

Customer support

3.5 of 5

Functionality

2.5 of 5

December 2015

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

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

December 2015

Eric from Invoca


Ease-of-use

4.5 of 5

Functionality

3.5 of 5

December 2015

Customer Success Engineer that's mostly satisfied with product

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.