UserVoice

"We and our clients love UserVoice, big improvement to feedback loop & transparency."
"As a customer advocate, this is the best way for me to capture feedback and suggestions. Customers feel comfortable knowing we've dedicated an entire portion of our website to their feedback."
"I like that this software has a feedback forum. Customers can vote and they have a keyword search which is really nice for the clients customers."
"But, if you have only English speaking customers, for example...then I wholeheartedly recommend UserVoice. It's an amazing system for the right Support Use Case."

Cons

"They focus on improving these two things and avoid over-complicating the system with extras that would add burden to the user be it on my end or the customer service side."
"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."
"It's a bit slow (loading time) when clicking on links within the dashboard. No mobile app for ticket agents."
"We were disappointed with the Salesforce integration because it doesn't include the Satisfaction scores and it also is not customizable."

Pros

"We and our clients love UserVoice, big improvement to feedback loop & transparency."
"As a customer advocate, this is the best way for me to capture feedback and suggestions. Customers feel comfortable knowing we've dedicated an entire portion of our website to their feedback."
"I like that this software has a feedback forum. Customers can vote and they have a keyword search which is really nice for the clients customers."
"But, if you have only English speaking customers, for example...then I wholeheartedly recommend UserVoice. It's an amazing system for the right Support Use Case."

Cons

"They focus on improving these two things and avoid over-complicating the system with extras that would add burden to the user be it on my end or the customer service side."
"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."
"It's a bit slow (loading time) when clicking on links within the dashboard. No mobile app for ticket agents."
"We were disappointed with the Salesforce integration because it doesn't include the Satisfaction scores and it also is not customizable."

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Read All 68 Reviews

Phil S.

Computer Software, 1-10 employees

Used the software for: 2+ years

Overall Rating

Ease of Use

Customer Service

Features

Value for Money

Likelihood to Recommend

Reviewer Source

Source: Capterra

November 12, 2022

"Great product for keeping track of software wishlist"

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

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

Cons: 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.

Alternatives Considered: Zendesk Suite and Freshdesk

Reasons for Choosing UserVoice: Met the founders at an event.

Reviewer Source

Source: Capterra

November 12, 2022

Tasha D.

Product Manager

Computer Software, 11-50 employees

Used the software for: 2+ years

Overall Rating

Ease of Use

Customer Service

Features

Value for Money

Likelihood to Recommend

Reviewer Source

Source: Capterra

November 4, 2021

"Great product, miss their help desk software"

Overall: 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.

Alternatives Considered: Zendesk Suite

Reasons for Choosing UserVoice: Better functionality. Great support team.

Switched From: Intercom

Reasons for Switching to UserVoice: Intercom wasn't HIPAA compliant at the time of the move.

Reviewer Source

Source: Capterra

November 4, 2021

Ching-Mei C.

CoFounder, Head of Product

Computer Software, Unspecified

Used the software for: 2+ years

Overall Rating

Ease of Use

Customer Service

Features

Likelihood to Recommend

Source: SoftwareAdvice

December 3, 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 :(

Recommendations to other buyers: Any mobile solution for agents? Pricing Scalability

Source: SoftwareAdvice

December 3, 2015

Jessica M.

Curriculum Coordinator

E-Learning, 11-50 employees

Used the software for: 2+ years

Overall Rating

Ease of Use

Features

Value for Money

Likelihood to Recommend

Reviewer Source

Source: Capterra

November 23, 2018

"Gives us almost everything we need for a great price"

Overall: 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. :(

Reviewer Source

Source: Capterra

November 23, 2018

Megan H.

Product Owner

Education Management, 5001-10,000 employees

Used the software for: 1-2 years

Overall Rating

Ease of Use

Features

Likelihood to Recommend

Reviewer Source

Source: Capterra

March 6, 2019

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

Overall: 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.

Reviewer Source

Source: Capterra

March 6, 2019

Read All 68 Reviews

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What is UserVoice?

UserVoice collects and organizes feedback from multiple sources to provide a clear, actionable view of user feedback. Don't waste time cobbling together point solutions when you can get a single platform that gives you all the tools to listen, analyze and close the loop with customer bases and internal teams of any size.

Best For

Product managers, product executives, and customer advocates at SaaS & Software companies.

UserVoice Video and Images

Deployment & Support

Deployment

Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad

Support

Email/Help Desk
FAQs/Forum
Knowledge Base

Training

In Person
Live Online
Webinars
Documentation
Videos

Contact Details

UserVoice
Located in United States
Founded in 2008
http://www.uservoice.com