UserVoice

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

UserVoice
TypePrivate
IndustrySoftware, Help Desk, Customer Support
Founded2008
Key people
Richard White (CEO)
Websitehttps://www.uservoice.com/

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]

Slack, Salesforce, Marketo, HubSpot, zendesk, Jira, Azure DevOps, Microsoft Dynamics, Zapier, Fivetran, Stitch and Amazon Redshift are among the adopters of UserVoice platform.

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. 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

References
  1. Wauters, Robin (December 4, 2008). "UserVoice Drops Beta Tag, Lets You Capture User Feedback". TechCrunch.
  2. Ha, Anthony. UserVoice Aims Beyond User Feedback NYTimes. May 5, 2011.
  3. Finley, Klint. 3 Trends in Idea Management ReadWriteWeb. September 1, 2010.
  4. 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. 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. 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.
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