About UserVoice

UserVoice is a product feedback management solution that collects and organizes feedback from multiple sources to provide a clear, actionable view of user feedback for product teams.

With a customizable feedback portal, in-app widget and direct integrations with various email clients, CRM or support tools, customers and internal team members can share feedback at any time.

The UserVoice platform allows users to manage feedback in a single view, analyze data to make product decisions based on customer demographics, sales data or customer satisfaction and close the loop with both internal stakeholders and customers.

Product managers, product executives and customer advocates at SaaS and software comp...


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Supported Operating System(s):

Web browser (OS agnostic)

65 Reviews of UserVoice

Average User Ratings

Overall

4.24 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

3.5

Ratings Snapshot

5 stars

(30)

30

4 stars

(22)

22

3 stars

(9)

9

2 stars

(2)

2

1 stars

(2)

2

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 65 results

November 2018

User Profile Picture

Jessica from GCFLearnFree.org

Verified Reviewer

Company Size: 11-50 employees

Industry: E-Learning

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Functionality

5.0

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. :(

November 2021

Tasha from Hint Health

Company Size: 11-50 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

November 2021

Great product, miss their help desk software

I wish they still offered their help desk software.

Pros

I used uservoice for their help desk software. At the time, they didn't have any in-app heads up messages so I got pressure from our [SENSITIVE CONTENT] to consolidate our systems and use intercom for help desk and in-app messages. It didn't take long to realize the mistake that was made. Uservoice was far superior than intercom for help desk interactions and help articles. Their ability to track how many tickets never made it to our inbox because they were solved by serving up a help doc was really useful.

Cons

At the time, they didn't off any heads up or bulk messaging to all users. We couldn't send out bulk communications when we were having an outage or we were releasing new features.

Reasons for Choosing UserVoice

Better functionality. Great support team.

Reasons for Switching to UserVoice

Intercom wasn't HIPAA compliant at the time of the move.

December 2015

Ching-Mei from Cardinal Blue Software, Inc.

Industry: Computer Software

Time Used: More than 2 years


Ease-of-use

3.0

Customer support

4.0

Functionality

4.0

December 2015

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

Pros

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

Cons

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 :(

March 2019

User Profile Picture

Megan from FACTS

Verified Reviewer

Company Size: 5,001-10,000 employees

Industry: Education Management

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

March 2019

We and our clients love UserVoice, big improvement to feedback loop & transparency!

Benefits have been getting a better pulse from our clients on what matters to them most (more than just the squeaky wheels), gives me a pool of clients that have interest on a topic and are engage to do customer interviews with, makes our clients happy to have somewhere that they can see their voice being heard!

Pros

The best part of UserVoice is getting more and consistent feedback from our users. Right away we had things that got voted to the top that were not even on our radar from client conversations/interviews and other internal feedback. Gives me a pool of people invested in our product to contact for interviews and digging into the 'why's' around their requests. Our internal folks love it as they have somewhere to point our users to that they know will get them heard without them having to be the go between. We have an annual conference, and i had numerous clients come up and tell me that they absolutely love UserVoice.

Cons

The main struggle is getting the time to keep on top of it, we get so many ideas! The dashboard doesn't give me much information, may be due to our set up, I always head right into a view of the ideas so would love to be able to bypass that page.

May 2019

User Profile Picture

Jean-Philippe from ShareGate

Verified Reviewer

Company Size: 201-500 employees

Industry: Information Technology and Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

4.0

May 2019

Great feedback/suggestion/feature request forums!

With UserVoice we easily gather feedback from our user, use the threads to make discussions happen and also communicate with our users when new feature are up and ready.

Pros

The forum moderation options are crucial for feature request/suggestion forums and with UserVoice, they are all there and simple to use. Also we use the widget to gather user feedback directly in our tools.

Cons

You need to know how to code CSS and HTML if you want to customize the forums.