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'''UserVoice Feedback''' collects and prioritizes suggestions from customers as they list ideas and vote on them.<ref name=techcrunchbeta/><ref name=techcrunchsuggestion>Aamoth, Doug. [https://techcrunch.com/2008/04/20/uservoice-offers-a-better-way-to-take-customer-suggestions/ UserVoice Offers A Better Way To Take Customer Suggestions] ''TechCrunch''. April 20, 2008.</ref><ref name=mashableuser>Catone, Josh. [http://mashable.com/2011/03/06/user-feedback-apps/ 9 Web Apps for Gathering Customer Feedback] ''Mashable''. March 6, 2011.</ref><ref name=eweek>Reisinger, Don. [http://www.eweek.com/c/a/Cloud-Computing/10-Ingenious-Tools-from-Google-Apps-Marketplace-397129/ 10 Ingenious Tools from Google Apps Marketplace] ''eWeek''. March 12, 2010.</ref> In addition to the original website-style product, [[iPhone]] and [[Facebook]] apps are available<ref name=techcrunchfeedback>Kincaid, Jason. [https://techcrunch.com/2010/12/13/uservoice-brings-its-customer-feedback-service-to-facebook-pages/ UserVoice Brings Its Customer Feedback Service to Facebook Pages] ''TechCrunch''. December 13, 2010.</ref><ref name=readwriteweb>Finley, Klint. [http://www.readwriteweb.com/hack/2010/12/api-of-the-week-uservoice-api.php API of the Week: UserVoice API] ''ReadWriteWeb''. December 6, 2010.</ref> to allow developers to collect feedback for [[mobile app]]s.<ref name=readwriteweb/><ref name=mashablesocial>Vandor, Mollie. [http://mashable.com/2009/12/11/feedback-social-networks/ HOW TO: Get Your Feedback On Social Networks] ''Mashable''. December 11, 2009.</ref>
'''UserVoice Feedback''' collects and prioritizes suggestions from customers as they list ideas and vote on them.<ref name=techcrunchbeta/><ref name=techcrunchsuggestion>Aamoth, Doug. [https://techcrunch.com/2008/04/20/uservoice-offers-a-better-way-to-take-customer-suggestions/ UserVoice Offers A Better Way To Take Customer Suggestions] ''TechCrunch''. April 20, 2008.</ref><ref name=mashableuser>Catone, Josh. [http://mashable.com/2011/03/06/user-feedback-apps/ 9 Web Apps for Gathering Customer Feedback] ''Mashable''. March 6, 2011.</ref><ref name=eweek>Reisinger, Don. [http://www.eweek.com/c/a/Cloud-Computing/10-Ingenious-Tools-from-Google-Apps-Marketplace-397129/ 10 Ingenious Tools from Google Apps Marketplace] ''eWeek''. March 12, 2010.</ref> This voting can occur through the SmartVote comparison testing feature.<ref>{{cite web|last1=Leslie|first1=Alexandra|title=UserVoice 3.0: Product Manager Tools for Data-Driven Decisions & An Exclusive Tour of the Tech Stack|url=http://www.hostingadvice.com/blog/uservoice-product-management-and-technology/|website=HostingAdvice.com|accessdate=26 June 2017}}</ref> In addition to the original website-style product, [[iPhone]] and [[Facebook]] apps are available<ref name=techcrunchfeedback>Kincaid, Jason. [https://techcrunch.com/2010/12/13/uservoice-brings-its-customer-feedback-service-to-facebook-pages/ UserVoice Brings Its Customer Feedback Service to Facebook Pages] ''TechCrunch''. December 13, 2010.</ref><ref name=readwriteweb>Finley, Klint. [http://www.readwriteweb.com/hack/2010/12/api-of-the-week-uservoice-api.php API of the Week: UserVoice API] ''ReadWriteWeb''. December 6, 2010.</ref> to allow developers to collect feedback for [[mobile app]]s.<ref name=readwriteweb/><ref name=mashablesocial>Vandor, Mollie. [http://mashable.com/2009/12/11/feedback-social-networks/ HOW TO: Get Your Feedback On Social Networks] ''Mashable''. December 11, 2009.</ref>


'''UserVoice HelpDesk'''<ref name=techcrunchengagement/> is a support tool for tracking and responding to customer issues. Customers can thank the support person who responds to their ticket by giving them "kudos."<ref name=readwritewebcustom>Finley, Klint. [http://www.readwriteweb.com/enterprise/2011/03/uservoice-wants-to-make-custom.php Can UserVoice Do What Fish! Can’t and Make Customer Service Fun] ''ReadWriteWeb''. March 2, 2011.</ref><ref name=websitemagazine>Prestepino, Peter. [http://www.websitemagazine.com/content/blogs/posts/archive/2011/03/01/uservoice-is-full-service-kudos.aspx UserVoice is Full Service-Kudos] ''WebsiteMagazine''. March 1, 2011.</ref> The system employs [[gamification]] techniques to motivate support teams to provide high quality service.<ref name=readwritewebcustom/><ref name=softwareadvice>Carlson, Lauren. [http://blog.softwareadvice.com/articles/crm/gamification-preventing-support-agent-burnout-1022112/ Gamification: The Key to Preventing Support Agent Burnout] ''Software Advice''.</ref> Help teams work within a system that displays each person's kudos in real-time.<ref name=readwritewebcustom/> UserVoice HelpDesk also directs customers to relevant answers as they type questions.<ref name=nytimesfeedback/><ref name=techcrunchengagement/>
'''UserVoice HelpDesk'''<ref name=techcrunchengagement/> is a support tool for tracking and responding to customer issues. Customers can thank the support person who responds to their ticket by giving them "kudos."<ref name=readwritewebcustom>Finley, Klint. [http://www.readwriteweb.com/enterprise/2011/03/uservoice-wants-to-make-custom.php Can UserVoice Do What Fish! Can’t and Make Customer Service Fun] ''ReadWriteWeb''. March 2, 2011.</ref><ref name=websitemagazine>Prestepino, Peter. [http://www.websitemagazine.com/content/blogs/posts/archive/2011/03/01/uservoice-is-full-service-kudos.aspx UserVoice is Full Service-Kudos] ''WebsiteMagazine''. March 1, 2011.</ref> The system employs [[gamification]] techniques to motivate support teams to provide high quality service.<ref name=readwritewebcustom/><ref name=softwareadvice>Carlson, Lauren. [http://blog.softwareadvice.com/articles/crm/gamification-preventing-support-agent-burnout-1022112/ Gamification: The Key to Preventing Support Agent Burnout] ''Software Advice''.</ref> Help teams work within a system that displays each person's kudos in real-time.<ref name=readwritewebcustom/> UserVoice HelpDesk also directs customers to relevant answers as they type questions.<ref name=nytimesfeedback/><ref name=techcrunchengagement/>

Revision as of 22:55, 26 June 2017

UserVoice
Company typePrivate
IndustrySoftware, Help Desk, Customer Support
Founded2008
Headquarters
San Francisco Edit this on Wikidata
Key people
Richard White (CEO)
Connor Fee (COO)

UserVoice is a San Francisco based[1] Software-as-a-Service (SaaS) company creating customer engagement tools.[2][3][4]

History

Richard White realized he needed a more efficient way to monitor feedback from software users. So in 2006, he, created an online forum where they could provide ideas about a project he was designing.[5][6] His method was inspired by Joel Spolsky, who advocated giving programmers a finite number of votes to prioritize software development.[7][8] White asked users to vote, instead of using programmers. White, together with Lance Ivy and Marcus Nelson, launched UserVoice in February 2008.[4] An early adopter was Stack Overflow, run by Spolsky. UserVoice had 13 employees and 4,000 clients, with 23 million users participating by 2011.[9]

Products

UserVoice Feedback collects and prioritizes suggestions from customers as they list ideas and vote on them.[1][10][11][12] This voting can occur through the SmartVote comparison testing feature.[13] In addition to the original website-style product, iPhone and Facebook apps are available[14][15] to allow developers to collect feedback for mobile apps.[15][16]

UserVoice HelpDesk[4] is a support tool for tracking and responding to customer issues. Customers can thank the support person who responds to their ticket by giving them "kudos."[17][18] The system employs gamification techniques to motivate support teams to provide high quality service.[17][19] Help teams work within a system that displays each person's kudos in real-time.[17] UserVoice HelpDesk also directs customers to relevant answers as they type questions.[2][4]

See also

References

  1. ^ a b Wauters, Robin (December 4, 2008). "UserVoice Drops Beta Tag, Lets You Capture User Feedback". TechCrunch.
  2. ^ a b Ha, Anthony. UserVoice Aims Beyond User Feedback NYTimes. May 5, 2011.
  3. ^ Finley, Klint. 3 Trends in Idea Management ReadWriteWeb. September 1, 2010.
  4. ^ a b c d Empson, Rip. Uservoice, Which Powers Customer Engagement Tools for Meebo, Hootsuite & More, Raises 1 Million TechCrunch. November 18, 2011.
  5. ^ Atwood, Jeff. Podcast #30. Stack Overflow. November 19, 2008.
  6. ^ Hopkins, Mark. UserVoice is My[Company]Idea Mashable. August 5, 2008.
  7. ^ Kirkpatrick, Marshall. Why We Love UserVoice ReadWriteWeb. December 5, 2008.
  8. ^ http://www.joelonsoftware.com/articles/SetYourPriorities.html Set Your Priorities
  9. ^ EPISODE 5... Interview with UserVoice Co-founder, Scott Rutherford. StartupMarketing.TV. September 23, 2010. Archived March 3, 2012, at the Wayback Machine
  10. ^ Aamoth, Doug. UserVoice Offers A Better Way To Take Customer Suggestions TechCrunch. April 20, 2008.
  11. ^ Catone, Josh. 9 Web Apps for Gathering Customer Feedback Mashable. March 6, 2011.
  12. ^ Reisinger, Don. 10 Ingenious Tools from Google Apps Marketplace eWeek. March 12, 2010.
  13. ^ Leslie, Alexandra. "UserVoice 3.0: Product Manager Tools for Data-Driven Decisions & An Exclusive Tour of the Tech Stack". HostingAdvice.com. Retrieved 26 June 2017.
  14. ^ Kincaid, Jason. UserVoice Brings Its Customer Feedback Service to Facebook Pages TechCrunch. December 13, 2010.
  15. ^ a b Finley, Klint. API of the Week: UserVoice API ReadWriteWeb. December 6, 2010.
  16. ^ Vandor, Mollie. HOW TO: Get Your Feedback On Social Networks Mashable. December 11, 2009.
  17. ^ a b c Finley, Klint. Can UserVoice Do What Fish! Can’t and Make Customer Service Fun ReadWriteWeb. March 2, 2011.
  18. ^ Prestepino, Peter. UserVoice is Full Service-Kudos WebsiteMagazine. March 1, 2011.
  19. ^ Carlson, Lauren. Gamification: The Key to Preventing Support Agent Burnout Software Advice.
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