UserVoice

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UserVoice
Private
Industry Software
Founded 2008
Key people
Richard White (CEO)
Lance Ivy (CTO)
Marcus Nelson (CMO)
Scott Rutherford (COO)

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

History[edit]

In 2006, Richard White realized he needed a more efficient way to monitor feedback from software users,[5] and 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] Rather than programmers, White had users vote.[9] White, together with Lance Ivy and Marcus Nelson, launched UserVoice in February 2008.[4] An early adopter was Stack Overflow, run by Spolsky. By September 2011, UserVoice had 13 employees and 74,000 clients, with 23 million users participating.[10]

Products[edit]

UserVoice Feedback collects and prioritizes suggestions from customers as they list ideas and vote on them.[11][12][13][14] In addition to the original website-style product, iPhone and Facebook apps are available[15][16] to allow developers to collect feedback for mobile apps.[16][17]

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."[18][19] The system employs gamification techniques to motivate support teams to provide high quality service.[18][20] Help teams work within a system that displays each person's kudos in real-time.[18] UserVoice HelpDesk also directs customers to relevant answers as they type questions.[2][4]

See also[edit]

References[edit]

  1. ^ http://techcrunch.com/2008/12/04/uservoice-drops-beta-tag-lets-you-capture-user-feedback/
  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. ^ a b 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. ^ Making You Money By Helping You Delight Your Customers Shoestring Venture. April 27, 2011.[dead link]
  10. ^ EPISODE 5... Interview with UserVoice Co-founder, Scott Rutherford. StartupMarketing.TV. September 23, 2010.[dead link]
  11. ^ Wauters, Robin. Uservoice Drops Beta Tag, Lets You Capture User Feedback TechCrunch. December 4, 2008.
  12. ^ Aamoth, Doug. UserVoice Offers A Better Way To Take Customer Suggestions TechCrunch. April 20, 2008.
  13. ^ Catone, Josh. 9 Web Apps for Gathering Customer Feedback Mashable. March 6, 2011.
  14. ^ Reisinger, Don. 10 Ingenious Tools from Google Apps Marketplace eWeek. March 12, 2010.
  15. ^ Kincaid, Jason. UserVoice Brings Its Customer Feedback Service to Facebook Pages TechCrunch. December 13, 2010.
  16. ^ a b Finley, Klint. API of the Week: UserVoice API ReadWriteWeb. December 6, 2010.
  17. ^ Vandor, Mollie. HOW TO: Get Your Feedback On Social Networks Mashable. December 11, 2009.
  18. ^ a b c Finley, Klint. Can UserVoice Do What Fish! Can’t and Make Customer Service Fun ReadWriteWeb. March 2, 2011.
  19. ^ Prestepino, Peter. UserVoice is Full Service-Kudos WebsiteMagazine. March 1, 2011.
  20. ^ Carlson, Lauren. Gamification: The Key to Preventing Support Agent Burnout Software Advice.

External links[edit]