UserVoice

Gives us almost everything we need for a great price

Commentaires : 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.

Avantages :

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.

Inconvénients :

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. :(

Great product, miss their help desk software

Commentaires : I wish they still offered their help desk software.

Avantages :

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.

Inconvénients :

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.

not recommended

Avantages :

Still not gotten a good walk through of the product from the Customer success, i hate these lengthy email coms and want a slack channel to get going fast.

Inconvénients :

its not so intuitive and no good examples listed and process is not very clear

Great product for keeping track of software wishlist

Commentaires : We've used it for 8 years and loved the features it provides for our small team.

Avantages :

Easy to set up.Low cost to start.Issue tracking is great.Great way to keep a knowledgebase

Inconvénients :

We've used Uservoice for 8 years and haven't found much we don't like about it. The only thing I can think of is sometimes customer emails get blocked for no reason so we don't get their support ticket. Uservoice is great to work with when getting these resolved.

It's time to leverage your product management

Commentaires : We use UserVoice for constant communication with customers and collecting their requests and votes. It works really great for planning roadmap, not only by gut feelings but real numbers also. The really smart and powerful tool of analysing and visualizing insights.

Avantages :

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.

Inconvénients :

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