UserVoice untangles the feedback loop
Rating: 8 out of 10
April 18, 2014
SM
Vetted Review
Verified User
4 years of experience
- Intuitive interface for public-facing users to submit, vote on, and give feedback.
- Ability to design, configure, and white-lable the system to suite your company's needs.
- Access controls to manage feedback from employees separately from customers.
- Setup and manage how feedback flows through the product improvement process (planned, under development, completed, etc).
Cons
- May be a challenge to use across multiple product lines in a single instance.
- Customers used to a more traditional product support process may not use the system as much.
- Not likely to replace message boards and other customer engagement tools.
- Improved Net Promoter Score (NPS) for products.
- Improved customer retention through greater engagement in the product development process.
- Reduced support and communication issues about the status of specific suggestions or ideas.
- Engage with customers to streamline product suggestions
- Allow customers to socialize ideas and comments with each other
- Assist with prioritization of product development efforts
We were using internally developed tools to track customer suggestions and ideas.
- Implemented in-house
- Self-taught
Setting things up and making changes to the system is a straightforward process. It's much more important to know how you want to use UserVoice than how to get it up and running.
Yes
It is considered part of the pricing tier that is being used.
- Sorting and managing feedback items
- Search and locating information
- Changing administrative settings
- More advanced integration options
- Handling exported data
- Setup of single-sign on functionality
Yes, but I don't use it
