UserVoice

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UserVoice
Private
Industry Software, Help Desk, Customer Support
Founded 2008
Key people
Richard White (CEO)
Connor Fee (COO)
Website https://www.uservoice.com/

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

History[edit]

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[edit]

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.[citation needed] In addition to the original website-style product, iPhone and Facebook apps are available[13][14] to allow developers to collect feedback for mobile apps.[14][15]

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."[16][17] The system employs gamification techniques to motivate support teams to provide high quality service.[16][18] Help teams work within a system that displays each person's kudos in real-time.[16] UserVoice HelpDesk also directs customers to relevant answers as they type questions.[2][4]

See also[edit]

References[edit]

  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. ^ Kincaid, Jason. UserVoice Brings Its Customer Feedback Service to Facebook Pages TechCrunch. December 13, 2010.
  14. ^ a b Finley, Klint. API of the Week: UserVoice API ReadWriteWeb. December 6, 2010.
  15. ^ Vandor, Mollie. HOW TO: Get Your Feedback On Social Networks Mashable. December 11, 2009.
  16. ^ a b c Finley, Klint. Can UserVoice Do What Fish! Can’t and Make Customer Service Fun ReadWriteWeb. March 2, 2011.
  17. ^ Prestepino, Peter. UserVoice is Full Service-Kudos WebsiteMagazine. March 1, 2011.
  18. ^ Carlson, Lauren. Gamification: The Key to Preventing Support Agent Burnout Software Advice.

External links[edit]