UserVoice

(32)
4.1 out of 5 stars

Customer feedback and customer service tools

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Showing 32 UserVoice reviews
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UserVoice review by Samantha M.
Samantha M.
Validated Reviewer
Verified Current User
Review Source

"Great Interface for providing a ticket service"

What do you like best?

UserVoice is very easy to use. All the features are streamlined and there is support always available if needed. I enjoy using this product on a daily basis because it provides value. The dashboard is easy to navigate as well.

What do you dislike?

The only complaint I have is that I don’t care for how it changes the users email address to @uservoice.com. I wish it would leave their actual email address as is. Other than that, this is a great tool!

Recommendations to others considering the product

I would highly recommend this product. It offers easy interaction with clients needing assistance.

What business problems are you solving with the product? What benefits have you realized?

We are able to communicate and answer client needs quickly and efficiently. We are able to assist the user in a timely manner and they are able to connect with us quickly. The users can easily send screen shots or attachments with their messages.

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UserVoice review by Antonio C.
Antonio C.
Validated Reviewer
Verified Current User
Review Source

"For a small business, UserVoice easily connects you to the consumer"

What do you like best?

Almost every service business has a segment of employees for customer support. UserVoice is one of those websites that our company utilizes heavily. Every email sent from a client is counted as a Support Ticket and is cataloged for employees to follow up on for whichever difficulties they may be experiencing. It also has options to save articles and learned information for other employees and customers to look at in order to solve the problem again if it reoccurs.

What do you dislike?

The search bar feature doesn't work as well as it should. If you forget key words from a support ticket, it can be difficult to find again. The tickets have Number IDs on them but the search bar doesn't recognize them. It seems a bit useless if that's the case.

Recommendations to others considering the product

This is still a customer support role so it requires a customer-centric ideology. Make sure you have proper etiquette when speaking to clients and to use proper language in your emails to avoid any misperceptions. I had my run-in on a few errors that led to some mistakes with clients.

What business problems are you solving with the product? What benefits have you realized?

Clients can reach out to us for any problem that they may have regarding our digital signage solutions. After speaking with them, we can appropriately fix the issue at hand and get the product working as it should. However, some clients tend to be lazy and ask us to do simple tasks for them that are not necessarily problems.

What Enterprise Feedback Management solution do you use?

Thanks for letting us know!
UserVoice review by Gerry H.
Gerry H.
Validated Reviewer
Verified Current User
Review Source

"Test if good for your workflow"

What do you like best?

The software does work in the cloud and is available wherever you have a web browser. You can integrate and customize as needed (provided you have developer experience.)

What do you dislike?

No mobile app. No ability to edit a message or note after hitting submit. Having to "create a note or ticket" for it to trigger lookup in integrations.

Recommendations to others considering the product

Test it and see how it works with your workflow.

What business problems are you solving with the product? What benefits have you realized?

I use it as part of my job doing support for our products. It does allow me to see what other users have written to our customers and find a "paper trail." This is helpful when a customer doesn't read their email or if they make a claim that seems out of the ordinary.

UserVoice review by Johny W.
Johny W.
Validated Reviewer
Verified Current User
Review Source

"Good funnel for customer feedback"

What do you like best?

Uservoice is a good in-app product to gather user feedback. There are multiple options for how to handle the feedback -- each submission can create a ticket or just feedback. IT's easy to review items and disposition them. Also, the idea portal is pretty good.

What do you dislike?

There can be a lot going on in the interface. I'm still getting used to the new UI. There was so much stuff going in that everything got unruly. Now we are trying to get back on top of it.

What business problems are you solving with the product? What benefits have you realized?

Gather user feedback and organize that feedback. We are able to capture suggestions and see what should be pulled into our roadmap

UserVoice review by Jake S.
Jake S.
Validated Reviewer
Review Source

"Great tool for interacting with your customers and getting their ideas"

What do you like best?

I love that customers can vote on ideas so that you can get a feel for how many people are actually interested in a given idea. It's also nice that an admin can merge duplicate ideas and pin good ones so that they are more visible to the community. It's also extremely useful for finding customers to work with who are interested in a new feature we're developing. It's also nice that you're able to customize the URL so that customers are not aware that they are on a different service and it lends to the continuity of the user's experience.

What do you dislike?

I wish there was an easier way to merge duplicates rather than having to do each individual one manually by hand.

What business problems are you solving with the product? What benefits have you realized?

We are solving the need to hear our client's voice in the development process.

UserVoice review by Kayla H.
Kayla H.
Validated Reviewer
Verified Current User
Review Source

"Easy to use, use daily."

What do you like best?

The ease of use and the appearance of the software. It is easy to navigate and operate. Use this software everyday for work and the fun feature of keeping track of your replies, quick replies and kudos is a fun competition at work but also to see where you stand with answering tickets in a timely manner.

What do you dislike?

Nothing in particular. Occasionally the paragraphs can offset or get jumbled when copying them from Notes into Message. It is an easy fix once in Messages, but would prefer for it not to happen.

Recommendations to others considering the product

I have never had an issue with UserVoice while working with it. I know other coworkers have mentioned better equivalents that have a few more added features. But UserVoice gets the job done for me!

What business problems are you solving with the product? What benefits have you realized?

Working in the Support department of a company, this is our go-to to keep in touch with our clients.

UserVoice review by Ryan H.
Ryan H.
Validated Reviewer
Verified Current User
Review Source

"Great way to collect and analyze customer feedback"

What do you like best?

We're very happy with UV. We've used it for over 4 years to collect feedback from our users about what they like and don't like about our product. Users find it accessible, and it is a great way to remain engaged with them. UV is smart about proactively asking users about their tastes and preferences and the data we get really helps us understand where trends are.

What do you dislike?

We've never adopted UV's ticketing system for customer support. It didn't have the power we were looking for.

Recommendations to others considering the product

Your ideas forum won't help you if users can't find it. Optimize your app's user experience to promote idea feedback in order to make sure you capture their feedback.

What business problems are you solving with the product? What benefits have you realized?

We wanted to get feedback from customers and let customers "collaborate" publicly amongst themselves by voting on other users' feedback. That feedback has always been a big part of our roadmap planning.

UserVoice review by Administrator in Internet
Administrator in Internet
Validated Reviewer
Verified Current User
Review Source

"Good for small businesses with low to medium support volume"

What do you like best?

I like how simple and intuitive it is to interact with customers and adding articles on the platform. I almost never had to ask anyone for help while using the product.

What do you dislike?

The interface looks and feels a bit dated despite being easy to use. Sometimes the tickets won't load or load incorrectly depending on the tab you select.

What business problems are you solving with the product? What benefits have you realized?

Managing customer support requests and knowledge base articles. UserVoice certainly helps with both of these and is a great tool if you don't need a feature heavy option.

UserVoice review by Lorelei S.
Lorelei S.
Validated Reviewer
Verified Current User
Review Source

"A great solution to bring together product feedback and customer support"

What do you like best?

The ability to tag tickets for reporting and indexing is great, and the user traits you can pass in with tickets and NPS surveys gives extra insight needed to really understand our customers. Last but not least, we love the dashboards because they are both actionable and analytical.

What do you dislike?

Invoca has a complex SaaS product that's targeted to different customer segments and we would prefer the ability to assign the same knowledge base article to multiple topics. Additionally, their knowledge base and canned responses search doesn't serve up consistent results. But both of these could be easily supported with changes at UserVoice.

Recommendations to others considering the product

To get the most out of this software, do the integration work to pass in your customer segmentation or user traits, and integrate with any other software you use to manage customers.

What business problems are you solving with the product? What benefits have you realized?

As an agile development shop in rapid growth, our Dev team was ready to let our Customer Success team manage the knowledge base. We needed a tool to manage knowledge base articles and images and Drupal was no longer cutting it. So we moved to UserVoice which had many benefits beyond a help desk. Their contact widget is embedded in our application which makes it easy for our customers to engage with the knowledge base or our support team for help. We did some integration work to pass in user traits so that we can see customer segment and integration details of every customer interacting with us. Combining that with the Satisfaction widget makes it easy to gauge and predict customer engagement. We've integrated UserVoice with Salesforce, Slack, and even Google Analytics to streamline our workflows and make customer engagements more meaningful.

UserVoice review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Straight to the point.. gets the job done"

What do you like best?

It integrates with our application seamlessly so users can provide one off ideas or really get involved with the product’s future.

What do you dislike?

Wish we could customize appearance more to stay on brand with other marketing efforts.

Recommendations to others considering the product

With the market moving to customer centricity, this is a great tool for the devs to constantly be getting customer feedback and for customers to feel like their voices are being heard and are a part of the future.

What business problems are you solving with the product? What benefits have you realized?

Customer feedback

UserVoice review by Philippe F.
Philippe F.
Validated Reviewer
Verified Current User
Review Source

"Nice product suggestion management tool"

What do you like best?

We have 2 uservoice forums where customer submit ideas and vote for ideas submitted by other customer.

Very simple to use and easy to deploy solution.

One nice feature is Uservoice only authorizes the same number of votes to everyone so you can't give more votes to certain users and less to others.

What do you dislike?

Limited multi lingual support is limited.

What business problems are you solving with the product? What benefits have you realized?

UserVoice helps us orient the content of the roadmap. In place for several years now and the feedback is good.

UserVoice review by User in Computer Software
User in Computer Software
Validated Reviewer
Review Source

"Get's the Job Done"

What do you like best?

I like the email management and "kudos" concept. I think managing replies and kudos into a leaderboard is fun for a little internal competition and helps provide motivation to reply quickly.

Assigning tickets and leaving notes is very handy, and the dashboard lets you see a good overhead view of support activity at a glance. Assignment rules rule!

What do you dislike?

I think the documentation side of things can be done much better. Even searching for the exact title doesn't always return the correct article, and some auto complete search results would be great.

Additionally, the HTML editor for documents is painful. I have to pull it out, clean it with dirtymarkup.com, paste into Sublime Text and then begin work.

Recommendations to others considering the product

The support staff is friendly and responsive. This is a huge plus for any piece of software. The knowledgebase gets the job done and allows you to edit HTML, but it's easier to pull it out into 3rd party software for editing.

What business problems are you solving with the product? What benefits have you realized?

We use UserVoice to handle our support ticketing queue and manage our documentation. It's great being able to apply assignment rules for dedicated support.

UserVoice review by Jonathon J.
Jonathon J.
Validated Reviewer
Verified Current User
Review Source

"We use UserVoice on every site we create using our Learning Management System"

What do you like best?

UserVoice provides an excellent dashboard for managing various trouble tickets and customer feedback. They also make it incredibly easy to add a UserVoice Help widget to your site, as you can see by the right-hand corner of the page here on G2 Crowd. We have installed a drop-down widget in the menu on all of our sites built with our Online Learning platform, KnowledgePress. I love being able to receive an email anytime I have a trouble ticket to view, opening UserVoice directly from my email, and being able to respond accordingly. UserVoice also provides plenty of helpful information with each trouble ticket that is submitted, including which browser a user is using, what OS they are using, from which page they were on when accessing the UserVoice ticket submit widget, user IP Address, etc. I can't tell you how many tickets I've been able to answer simply by seeing that they are using Internet Explorer!

What do you dislike?

There a couple of features that I think exist, but I'm not sure how to utilize them yet. For example, the canned responses would be very useful, but I feel accessing and creating these canned responses isn't as intuitive as it probably should be.

Recommendations to others considering the product

Go for it. It's a great product, and has provided some very useful tools for easily solving, responding, and analyzing incoming trouble tickets for many sites.

What business problems are you solving with the product? What benefits have you realized?

I'm able to be readily available to help solve incoming trouble tickets and track the progression of a trouble ticket over the course of time. I'm also able to see dynamic statistics about my support performance as well as user feedback. It's a great tool for online customer service support.

UserVoice review by Vincent T.
Vincent T.
Validated Reviewer
Verified Current User
Review Source

"UserVoice improves the efficiency of our support and quality of product and business decisions "

What do you like best?

UserVoice is very well designed and built. Over our 2 years with them, have never had any issue with the product. They also are continuously improving their analytics and admin dashboards that empower us to become more data driven as they develop.

There customer support is superb. They always answer questions that we have very quickly and provide complete and thorough answers. You will never feel like you are talking to a robot because their support team is very friendly, personable and professional.

The analytics and reports on our feature requests, all components of our support streams, and users. It makes it extremely quick to query the reports and find the exact insights that we need to help us make Product and Business decisions.

What do you dislike?

UserVoice is continuously improving their reporting and analytics dashboards. I can't say that there is anything about their product that I dislike.

What business problems are you solving with the product? What benefits have you realized?

UserVoice is a great fit. Our tool lives around the web on many websites and devices, so we really needed an in-app solution - and that's exactly what we got with UserVoice.

It's extremely easy to use and very efficient for our support team to provide amazing support to our users. From inserting help articles directly into email responses, to keeping track of individual user interactions, UserVoice helps us operate more efficiently.

UserVoice review by User in Research
User in Research
Validated Reviewer
Verified Current User
Review Source

"Get's the job done"

What do you like best?

Easy way to get input from users. Let's users request features and judge the interest that feature by the community response.

What do you dislike?

I kept seeing duplicate entrees and requests. Would like to see a way to combine similar requests.

What business problems are you solving with the product? What benefits have you realized?

Judging community interest in new game features. Gives developers ideas as to what to implement first.

UserVoice review by Administrator in Internet
Administrator in Internet
Validated Reviewer
Review Source

"A good starting solution; feels a little shallow"

What do you like best?

A surprising number of users will interact with User Voice on the site that I have it installed. People have reported bugs through it, or else shared some of their confusion and grief.

Users seem to appreciate having the forum available.

It integrates right into our group chat, so we can be informed immediately on a new message.

What do you dislike?

The features feel a little shallow. I'm still not sure how the user permissions work, and there have been messages I couldn't figure out how to respond to.

It's also easy for some of our internal users to accidentally post into a public forum.

It can't really replace a full ticketing system.

What business problems are you solving with the product? What benefits have you realized?

Getting user feedback.

UserVoice review by Ciaran C.
Ciaran C.
Validated Reviewer
Verified Current User
Review Source

"Great customer support system"

What do you like best?

FAQ section, easy to reply to questions - nice simple design. Very easy to use. The online FAQ section that auto suggests answers to website users with questions is excellent.

What do you dislike?

Gets expensive for many admin/seats. There might be cheaper alternatives out there, but if uservoice has the features you want - then it is hard to fault.

Recommendations to others considering the product

Simple to use - does everything is promises to do, well.

What business problems are you solving with the product? What benefits have you realized?

Quick and effective customer service to only questions and email queries.

UserVoice review by Lauren B.
Lauren B.
Validated Reviewer
Review Source

"Good Experience"

What do you like best?

Allows us to track some good feedback from users.

What do you dislike?

I can't think of anything off the top of my head. It really is a great product.

What business problems are you solving with the product? What benefits have you realized?

We are taking surveys and I feel our voices are being heard. Through this format changes are being made. That is what we need.

UserVoice review by User in Health, Wellness and Fitness
User in Health, Wellness and Fitness
Validated Reviewer
Review Source

"Good option for customer support automation"

What do you like best?

The ability to receive, filter and organize support for a digital product, specially when it comes to filtering ideas for new features.

What do you dislike?

UX could be improved. I found it also a bit limited for user-to-user support, outside of community support.

What business problems are you solving with the product? What benefits have you realized?

Customer support is an essential requirement for any B2C product. Receiving feedback from the product users and been able to timely respond to it is also a powerful tool to build a community of happy users. Uservoice enables the first and excels in the latter.

UserVoice review by User in Internet
User in Internet
Validated Reviewer
Verified Current User
Review Source

"Streamlined, effective, comprehensive, easy to use"

What do you like best?

Ease of use, user friendliness, intuitive interface

What do you dislike?

Nothing that I can think of from the perspective of user

What business problems are you solving with the product? What benefits have you realized?

Internal idea gathering; UserVoice amasses that effectively and timely.

UserVoice review by User in Computer Software
User in Computer Software
Validated Reviewer
Review Source

"Great for customer support"

What do you like best?

I enjoy the options that are available to write helpful notes & other pertinent information about a client or customer who may have written in previously.

What do you dislike?

It is extremely difficult to forward e-mails OUTSIDE of UserVoice to someone who may not have a UserVoice account.

What business problems are you solving with the product? What benefits have you realized?

It helps us man our customer support lines and organize our clients' needs into the appropriate categories.

UserVoice review by Consultant in Marketing and Advertising
Consultant in Marketing and Advertising
Validated Reviewer
Review Source

"Disfunctional support and product"

What do you like best?

Insights into users behaviors are useful for product management. The ability to understand how new features impact users is good.

What do you dislike?

They are trying to satisfy 2 different customers - product managers and customer support. By trying to do both, they fail to do either particularly well. Furthermore, they support team had conflicting messaging about their product.

Recommendations to others considering the product

Don't use.

What business problems are you solving with the product? What benefits have you realized?

Trying to build a better web product by getting user feedback. Uservoice was lousy in getting accurate feedback.

UserVoice review by Daniel K.
Daniel K.
Validated Reviewer
Review Source

"Best Support Software Out there"

What do you like best?

At Exec we used UserVoice exclusively to manage all of our internal operations and support. We found it super easy to setup and use (no training required for our staff) and was reasonably priced. It was especially important how well it worked with, and looked just like, regular email.

What do you dislike?

Their login system is pretty annoying when it tries to recognize you.

What business problems are you solving with the product? What benefits have you realized?

UserVoice allows you to automate everything, which is amazing. We handled all of our support with 4 full-time people handling over 200 requests per day.

UserVoice review by Administrator in Internet
Administrator in Internet
Validated Reviewer
Review Source

"Every Product Manager's must-have!"

What do you like best?

I've been working as a Product Manager on various SaaS platforms, and over the past 3 years UserVoice has played an essential role in guiding my product decisions. The array of tools they offer really makes it easy to collect user feedback in a less intrusive way. Most importantly, end-users love the feedback UI, too, and seem to keep continue engaging without me having to solicit feedback over and over again. I've tried other solutions out there - Zendesk, GetSatisfaction, IdeaScale... Nothing worked as well as UserVoice.

What do you dislike?

n/a, their customer support always finds a way to solve any concerns I have

What business problems are you solving with the product? What benefits have you realized?

see above

UserVoice review by Kyle P.
Kyle P.
Validated Reviewer
Verified Current User
Review Source

"Love this tool for showing love to our users and customers"

What do you like best?

I love the user satisfaction popup in our app that presents net promoter score.

What do you dislike?

When people add to our idea exchange and I get an email, it doesn't take me to the management dashboard. I always have to click around and it doesn't see to keep me logged in.

Recommendations to others considering the product

Set up user satisfaction. It's slick!

What business problems are you solving with the product? What benefits have you realized?

Understanding our customer's feelings toward us has been huge. Monitoring our satisfaction score has become a KPI

UserVoice review by Administrator in Government Administration
Administrator in Government Administration
Validated Reviewer
Review Source

"Great. "

What do you like best?

Email notifications, the dashboards and easy monitoring.

What do you dislike?

Nothing really. There was a learning curve at first, but once I was used to it, I found it easy to use.

What business problems are you solving with the product? What benefits have you realized?

We are gathering suggestions from residents on how to improve our community. It is ane ffective form of communication.

UserVoice review by Nick T.
Nick T.
Validated Reviewer
Verified Current User
Review Source

"Solid Product for Integrating User Feedback into Your Company's Online Presence"

What do you like best?

I really like with UV how there is a Knowledge Base, a Backend Ticketing System for customer questions and technical issues, and a layer that exists over the website where the feedback can be easily generated no matter where the client is on your Web Portal. Just a solid system, overall.

What do you dislike?

The back end admin panel is nice, with some solid visual representations of support requests and feedback. But replying to tickets from within the system is a bit cumbersome; to the point where I usually find myself just replying directly via email to the client.

Recommendations to others considering the product

Definitely build it in to your web presence. It's a great way to engage with clients and generate useful feedback, as well as allow them to easily express issues they are facing when using your product.

UserVoice review by Internal Consultant in Events Services
Internal Consultant in Events Services
Validated Reviewer
Review Source

"Comprehensive help desk and ideation platform"

What do you like best?

Comprehensive solution which combines a full blown help desk, a reasonably good knowledge base and an ideation forum, making it a compelling proposition.

What do you dislike?

Lack of automated escalation capabilities in help desk

Can be a bit cumbersome to format knowledge base articles

What business problems are you solving with the product? What benefits have you realized?

Helpdesk

Customer feedback

Knowledge base

UserVoice review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Review Source

"UserVoice is okay, but not great"

What do you like best?

Clean interface, though limited in functionality and ability to search content.

What do you dislike?

Knowledge base has poor searchability. Unable to categorize content.

Recommendations to others considering the product

UserVoice doesn't seem to have kept up with other tools in its space like FreshDesk.

What business problems are you solving with the product? What benefits have you realized?

Trying to answer customers questions and improve self-service. Customers like the knowledge base because they need the content.

UserVoice review by User in Internet
User in Internet
Validated Reviewer
Review Source

"Uservoice Rocks "

What do you like best?

Ease of triaging tickets and responding to real customers.

What do you dislike?

The analytics are not mind blowing, I could see them growing the value of this.

What business problems are you solving with the product? What benefits have you realized?

We wanted to understand the voice of the customer.

UserVoice review by Immad A.
Immad A.
Validated Reviewer
Review Source

"Love their help desk service"

What do you like best?

Great usability, great support from UserVoice too.

What do you dislike?

Nothing. It really is a great product. The only thing better is if it was free.

What business problems are you solving with the product? What benefits have you realized?

Support for our app developers and users.

UserVoice review by Executive Sponsor in Computer Software
Executive Sponsor in Computer Software
Validated Reviewer
Review Source

"Feedback plug in that works well immediately"

What do you like best?

Very fast to implement. We deployed it successfully within a couple of days. Our users immediately starting sharing ideas and feedback. It seems UserVoice is quickly become a standard on web applications, and so users recognize and know how to use it with zero training. Voting features work well out of the box to help prioritize ideas.

What do you dislike?

The user interface for grouping and sorting ideas could be improved. For example it would be nice to show pics of users who submitted ideas.

Recommendations to others considering the product

Great tool. We did a quick evaluation and this one seemed to offer solid features and easy implementation. Plus users got it right away.

Kate from G2 Crowd

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