UserVoice Pricing, Features, Reviews & Comparison of Alternatives

UserVoice Reviews

UserVoice

Customer engagement infrastructure for operational excellence

4.27/5 (42 reviews)
6,758     17,682

Join the 160,000+ organizations in over 170 countries that have found a better way to listen to their users’ voices. From scalable support with automated answers to common questions and support ticketing, to staying on top of churn with satisfaction surveys, to in-depth product feedback we'll give you all the tools to fully engage and understand your users. Everything you need to build a healthy SaaS or mobile app business.
uservoice.com

UserVoice Reviews (42)

Latest reviews

 Great Software for Small to Mid Size CS

Great Software to use when you are looking to get started with ticketing solutions. It has a documentation portal as well as a generic inbox service to start answering support tickets. The software starts to lag when you need to drive advanced CS metrics like Priority Routing certain accounts to ...

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Reviewed 31st of October, 2016 by Daniel Dubinsky

 

 Great Application

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Reviewed 3rd of February, 2016 by Lauren Bear

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UserVoice Category Leaders

Reviews
Integrations
Mobile
Media
Security

#8 in Help Desk & Ticketing

View full ranking
69
10
16
13
16
14

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

UserVoice Screenshots (5)

UserVoice screenshot: Manage It AllUserVoice screenshot: Gain Actionable Insight with AnalyticsUserVoice screenshot: Collect & Rank FeedbackUserVoice screenshot: Prompt for Satisfaction - Collect feedback to discover how you're doing.UserVoice screenshot: Embed our widget - The easy way to connect with customers.

Security and privacy

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

No
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

Specifications

Intended Users
Large Enterprises, Mid Size Business, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Web-based, Mobile Web App
Supported Countries
Asia, Australia, Canada, China, Europe, Germany, India, Japan, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian
Support Options
FAQs, Forum, Knowledge Base, Online Support, Video Tutorials

UserVoice Pricing

Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Prices range from free to $95/mo per company user.

Competitors Pricing

Get Satisfaction

Starting from: $39.00/month
Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

WebEngage

Starting from: $499.00/month
Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Front

Pricing model: Subscription
Free Trial: Available (No Credit Card required)

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Key Features of UserVoice

  • Scale support with Instant Answers™
  • In-depth & Actionable Customer Feedback
  • Embedded directly in your web or mobile app
  • Custom Design
  • Single Sign On
  • Feedback Forums
  • Support Ticketing
  • Knowledge Base
  • Inspector™ - Know exactly who you're talking to
  • Instant Answers™ - Automated self-service of common question
  • Support Analytics
  • Embeddable widgets
  • Customer Satisfaction Analytics
  • iOS & Android SDKs
  • User Analytics
  • Feedback Analytics
  • Domain Aliasing
  • SSL Encryption
  • Several types of moderation

Benefits

It only takes a few minutes to embed a UserVoice widget, or mobile SDK, into your app giving you have a comprehensive solution for anything your users can throw at you. Scale support effortlessly. Stay on top of churn. Aggregate and analyze product feedback from thousands (or millions) without breaking a sweat.

Alternatives to UserVoice

GetApp Analysis

All businesses deal with an influx of customer support requests. Managing these requests can be a complicated task, especially if multiple team members are accepting them. Over time, a business's leadership needs to be able to see the issues that are attracting the most customer requests in order to determine what changes need to be made. How you handle customer service affects your entire user experience and renewal rates.

UserVoice offers you a "birds-eye view" of your customers, by offering both you and them a single platform to ensure and measure customer satisfaction. UserVoice provides an easy-to-use engagement dashboard that brings all customer support issues and user feedback together in one place. Customers are able to provide themselves with automated self-service knowledge base, which reduces support requests. As customer support conversations are logged, users have the ability to pull reports and access a self-service knowledge base to improve service. In addition to a help desk manager, UserVoice also helps a business collect and manage customer feedback to highlight problems before they become widespread.

What is UserVoice?

With more than 160,000 users worldwide, UserVoice prides itself on being as easy to use as email. The help desk system is designed for use by multiple agents, allowing for easy creation and management of tickets. It even invites friendly competition by gauging both the quality and quantity of agent responses.

Each UserVoice user has the ability to see overall customer satisfaction ratings over a 30-day period. This can provide additional motivation to provide the best customer service possible. Satisfaction levels can be compared by days of activity, new vs. existing users, user type, paid vs. free accounts, and type of plan.

Main Features

Easy Help Desk Ticket Management

UserVoice is cloud-based, so each employee can access the information from any Internet-connected device. A user can see all tickets, only tickets assigned to him, and all unassigned tickets directly within the dashboard. The details on each ticket include how many past tickets have been placed, and social media tickets relating to a specific incident. This context gives an agent the ability to better help the customer.

When a ticket comes through, it shows up in the Unassigned folder. To assign the ticket to a specific person, a team member can change the name of the assigned party with just a click of the mouse. However, administrators can set different access levels for each users, allowing some to reply to and assign tickets while others have read-only access.

Customer Satisfaction Feedback

Often an employee has no idea how she is performing without proper customer feedback. With UserVoice, an agent can see his satisfaction rating for the previous 30-day period. Feedback is sorted into three categories: promoters, passives, and detractors. The system also gives each user tips on how to improve the rating.

UserVoice not only gives a user feedback on personal performance, but the performance of fellow team members, as well. The Leaderboard shows users in a list by rank, including points by response time and kudo levels.

Reporting

UserVoice's in-depth analytics on support, customer satisfaction, and customer engagement help businesses learn which areas of operations are working and which aren't. By pulling these reports, business leaders can study various metrics to drive product changes that improve customer friendliness. This insight ensures a business always puts its customers at the center of attention.

In addition to seeing the types of tickets coming in, analytics can also reveal important information about the people handling those tickets. Users can see how agents are handling requests, including response time and ticket volume. This reporting could also reveal areas where staffing needs to be increased to better handle the workload.

Crowd-sourced User Insights

Developing a new product? UserVoice can gather information during the development phase that can help shape your new product. Your customers can easily give their input, even answering specific questions posed by your product development team. This feedback is not only qualitative -- "I want this feature now!" -- but quantitatively and statistically reliable -- "What features are most desired by our Premium customers who have subscribed to use for more than six months?"

This section of UserVoice is particularly useful once a product is in use. A form can be embedded in a company website or mobile app to solicit feedback from customers on an ongoing basis. They may notice a bug or error with your release that your quality control team didn't catch. By having the form available, businesses will be able to receive regular communication from their customer base.

Instant Answers

Using search-as-you-type technology, UserVoice lets customers help themselves, inputting a question and getting an immediate answer from the knowledge base. This self-service module lets a business reduce customer support requests by giving motivated customers the tools they need to get the answers without making a phone call. This can help reduce call volume dramatically, saving a business money.

Instant Answers appears when a user begins the process of sending a request for help. As the user types his question, Instant Answers suggests knowledge base articles on that topic. The customer then has the option to read the article or continue the request for personalized assistance.

Integrations

UserVoice boasts a wide range of software integrations, including the leading CRM, social, collaboration, and marketing software available today. Businesses that use Salesforce CRM or Salesforce Pardot can connect UserVoice for easier tracking. UserVoice can also integrate with a business's WordPress site.

For social media integration, businesses can connect their Sprout Social accounts. Development staff can connect UserVoice with existing issue tracking apps like Jira and Visual Studio.

Pricing

For single agents or companies, UserVoice's free version should contain all the features they'll need. For more agents, however, businesses will need to upgrade to a paid plan. Premium plans start at $15 per user per month, going up to $95 per user per month based on desired functionality.

Bottom Line

  • Easy-to-use help desk and customer issue tracking software.
  • Customers can provide feedback on upcoming releases to help drive the direction of development.
  • Instant Answers can cut down on customer support requests.
  • Analytics allow a business to pull information on incidents to determine where improvements can be made within the organization.
  • Performance feedback helps employees learn where they can improve and how they compare to co-workers.

Videos

Daniel Dubinsky

Great Software for Small to Mid Size CS

31/10/2016

Great Software to use when you are looking to get started with ticketing solutions. It has a documentation portal as well as a generic inbox service to start answering support tickets. The software starts to lag when you need to drive advanced CS metrics like Priority Routing certain accounts to high support Queues. Also driving first response times is diffcult without some data manipulation

Pros

Simple to use and setup Documentation Portal Generic Email Address

Cons

Difficult Reporting No easy way to setup support Tiers

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering UserVoice

Great beginning product for ticketing systems. Begins to fall apart for larger CS orgs with support tiers.

Source: Software Advice
Helpful?   Yes   No
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Lauren Bear

Great Application

03/02/2016

Pros

It's very easy to use. The transformation from a ticket to a idea makes organization easy.

Cons

I wonder about the security, anytime something is put online someone has access.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Likelihood to recommend

9/10

Recommendations to others considering UserVoice

Using all the tools in the application is necessary to understand the functionality of the tool. There are so many features that can be utilized.

Source: Software Advice
Helpful?   Yes   No
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Adam Feber

UserVoice keeps feature requests prioritized and organized!

28/12/2015

Pros

UserVoice does a great job at tracking feature requests and allowing customers to "up-vote" existing requests. Listening to ever customer becomes a slippery slope and can distract your team from the product roadmap and ultimate vision. By allowing customers to see if their requests already exist and "up-vote," your team can clearly see features that will benefit the masses - these are the request to seriously consider. UserVoice helps automate and streamline this process.

Cons

When I think of UserVoice, nothing negative comes to mind. It just works how it is intended to work :)

Rating breakdown

Ease of use
Features

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering UserVoice

Implement feature request tracking early in your company's lifecycle to get a better understand of what common request customers have.

Source: Software Advice
Helpful?   Yes   No
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Katie Wilson

Good ticketing system

22/12/2015

Pros

I find this product easy to use and easy to assign and be assigned tasks/tickets.

Cons

Sometimes logs me into to the master account instead of my account so I miss when i have tickets.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Likelihood to recommend

8/10

Recommendations to others considering UserVoice

If you have a need for software like this because you have a big enough company, consider ease of use. Many of our workers are remote so this system makes it easy to assign tickets without having to be in the same location.

Source: Software Advice
Helpful?   Yes   No
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Neesa Artz-Barker

Worked with Microsoft on a project over the summer and they used user

22/12/2015

Pros

Once it started working, I liked how everything could be traced

Cons

I found it cumbersome and temerpental. We were constantly struggling to get it to work properly in the beginning. I thought the set up was horribly confusing and time consuming.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Likelihood to recommend

6/10

Recommendations to others considering UserVoice

users need to be patient as once the set up was complete you could move on.

Source: Software Advice
Helpful?   Yes   No
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Jonathan Kuhn

UV is an okay product, but there are better ones out there.

18/12/2015

Pros

Very slow, though I understand we've pushed UV to the limit. No ability to tag CR's. Difficult to update. Slow reporting.

Cons

The color schemes are nice; I'm sure this product was okay in the past, though it seems outdated as a CRM.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Likelihood to recommend

3/10

Recommendations to others considering UserVoice

Evaluate another program, such as Zendesk or Desk.

Source: Software Advice
Helpful?   Yes   No
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Arturo Folino

Operations and User Support at Postmates

18/12/2015

Pros

Timeline and ticket searches were intuitive (coming from experience with Zendesk and Desk by Salesforce). The requirement is write a note before sending an external email prevents a lot of mistakes and allows associates to communicate clearly when collaborating or handing-off.

Cons

I wish there was an ability to add an internal subject.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Likelihood to recommend

8/10

Recommendations to others considering UserVoice

An "undo" or "unsend" button for quick retrieval. Ability to use macros to add labels, assign tickets, and auto-populate the subject field would increase efficiency.

Source: Software Advice
Helpful?   Yes   No
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Sandro Lubas

OK, we don't use it that much but ok for what we need

18/12/2015

Pros

reactive in response, product easy to use in the front end but dashboard a little messy considering we don't use uservoice that much

Cons

dashboard not easy to navigate, a lot of options but not sure how much useful are all of them

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Likelihood to recommend

6/10

Recommendations to others considering UserVoice

installed app on mac like slack to have always notifications of what is happening

Source: Software Advice
Helpful?   Yes   No
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Eric Seidman

Customer Success Engineer that's mostly satisfied with product

14/12/2015

Pros

Very user friendly and easy workflow. Metrics about response time are great along with canned responses.

Cons

Integrations while present leave some to be desired. Can't pull all SFDC data desired. Unsure how to implement SLWs into UV workflow.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Likelihood to recommend

8/10

Recommendations to others considering UserVoice

As long as you are demanding heavy integrations with other programs (SFDC, JIRA...) then this is an excellent product.

Source: Software Advice
Helpful?   Yes   No
Read more
Lindsey Schwarze

Customer Success Manager Usage of Uservoice

14/12/2015

Pros

I like the ability to assign tickets to myself and other colleagues, for easy accountability.

Cons

Searching for tickets isn't always accurate, could improve matching ability in the search results.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Likelihood to recommend

5/10

Recommendations to others considering UserVoice

Consider your goals in using a software like uservoice -- are you trying to better organize your customer support, for example: are you trying to get metrics around the type of support tickets your team resolve, are you trying to monitor the performance of your customer support team(s)?

Source: Software Advice
Helpful?   Yes   No
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Who is UserVoice For?



UserVoice likes to call itself "the CRM for the SaaS generation." It is designed with customer-focused companies in mind, with a focus on different web-based and mobile applications, including business software and gaming. For businesses of all sizes that regularly interact with customers to log complaints or provide assistance, UserVoice can streamline processes to help employees provide better service.

Within an organization, UserVoice has the unique distinction of being beneficial to both product managers and support managers. Product managers can use the app to gain in-depth user feedback and analytics to make better product decisions, while support managers can scale customer support with UserVoice.

Read the full GetApp Analysis

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