UserVoice Reviews

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.

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. :(

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.

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.

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.

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.

What I love about this platform is that when customers submit ideas it makes it easy for them to stay in the loop on what happens to their idea. Often times companies that accept Enhancement Requests from their customers, typically go into a "black hole" where the customer never knows what happens. Even if the ER gets delivered and makes its way into the product, the customer isn't told.

With UserVoice, it makes it really easy via their email notifications and User Portal for customers submit ideas, make sure the ideas are not duplicated during the submission process, and then they are able to stay current on the discussion that that idea leads to so they know if the idea is something that is declined, something we will hold off on, or something we plan to deliver in on the near term roadmap.

I also like the roadmap capabilities that UserVoice is developing, it shows a lot of promise, but isn't currently full featured and is more in the beginning stages of being built out.

Three things:
1) And this is most important, it would be great if Customers who log into the public User Portal could see all of the ideas from their company/account. Today we have to manually generate reports so they can see the status of all ideas originating from their organization, but this should really be a feature of the User Portal that our customers can just do themselves, self-service.
2) The User and Account management in UserVoice leaves a lot to be desired. Today you can't do basic things like change the name or email address of an account. The supported ways of doing this are, A) The customer does it themselves B) The SAML or SSO integration passes updated information to UserVoice during the authentication process C) you make the change via API or a CSV upload file
3) We would like to see more functionality added to the user type called "Contributors" so the PM team can offload, delegate work to other parts of our organization. Currently Contributors are too limited .

UserVoice is not only a great tool to manage clients request and communicate with them. It also helps the product management team to communicate with others in a company. It helps to analyse and visualize this communication.

I like the constant updates, a great knowledge base.

The most amazing part for me that guys are using their own tool for their product management.

Sometimes it's hard to navigate in so many coloured numbers on the screen.

The platform is a little outdated but it is easy to use.

They do not offer muliple brands and do not have an app

This software platform has taken our Product Development efforts to another level. Our team now has a better idea of what our end users (and internal staff) would like to see as new features, and are now able to communicate directly with our contributors using a single platform. We are the first in our industry to have this functionality and we are excited for what it will bring to future products!

The initial push to get going wasn't as easy as we thought, but we have found that marketing efforts and social media have helped really get things going. We still need to get our Dynamics 365 integration going, which should only make things better