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.