UserVoice Features

UserVoice

Build better products with intelligent product feedback

4.15/5 (51 reviews)

UserVoice Feature Summary

  • 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

UserVoice Features In Depth

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.

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (137 other apps)
Activity Dashboard (59 other apps)
Automatic Notifications (63 other apps)
CRM Integration (54 other apps)
Chat (136 other apps)
Contact History (55 other apps)
Customizable Branding (57 other apps)
Email Integration (62 other apps)
Instant Messaging (71 other apps)
Knowledge Base (85 other apps)
Monitoring (58 other apps)
Multi-Channel Communication (59 other apps)
Prioritizing (53 other apps)
Real Time Monitoring (48 other apps)
Reporting & Statistics (71 other apps)
Social Media Integration (57 other apps)
Surveys & Feedback (60 other apps)
Third Party Integration (71 other apps)
Ticket Management (50 other apps)
Workflow Management (47 other apps)

Competitor Feature Comparison

Mobile apps

iOS App


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Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.

UserVoice Feature Reviews

25 reviewers had the following to say about UserVoice's features:

Lorelei Curt

Good app for simple products

2015-12-04

Pros

We began using this primarily for the knowledge base and ticketing system.

Cons

I wish features settings were customizable. Like the frequency of the Satisfaction pop is fixed and the Contact widget buttons/wording is limited even with development.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Likelihood to recommend

8/10

Recommendations to others considering UserVoice

It sure was easy to get up and running with this. As our business grew, we outgrew their feature functionality. But it was the right application for us at the right time when all we needed was a knowledge base and basic ticketing system.

Source: Software Advice
Helpful?   Yes   No
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Luis Roig

Simple way to have support tickets in your web app

2017-08-10

Pros

Super easy to integrate support ticket system in any web app.

Cons

Email integration can be a bit confusing: it's not 100% clear if email is sent to the ticket author when replying an email ticket.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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www.otd.to

UserVoice - contact/feedback form

2014-02-08

We are using it for quite a while now ( @ www.otd.to ) and all I can say that is very easy to implement and track all emails, nice ticket system that meets all our needs for feedback and support.

Pros

Easy to embed code right into your website, great ticket system and staff management, quick email notifications.

Source: GetApp
Helpful?   Yes   No
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Ching-Mei Chen

Using Uservoice as our app's main ticketing service since 2011.

2015-12-03

Pros

Canned responses that can easily be turned into public FAQ responses and Instant Answers.

Cons

It's a bit slow (loading time) when clicking on links within the dashboard. No mobile app for ticket agents.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

8/10

Recommendations to others considering UserVoice

Any mobile solution for agents? Pricing Scalability

Source: Software Advice
Helpful?   Yes   No
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Eric Seidman

Customer Success Engineer that's mostly satisfied with product

2015-12-14

Pros

Metrics about response time are great along with canned responses.

Cons

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
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Daniel Dubinsky

Great Software for Small to Mid Size CS

2016-10-31

Great Software to use when you are looking to get started with ticketing solutions.

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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Daryl Griffin

easy for small teams to provide support

2018-04-17

We were able to have a ticketing system and knowledge bases ready for customer quickly and easily.

Pros

Easy setup and connectivity with additional the ability to dump in a large knowledge base for easy self-help.

Cons

Bigger and better features cost a lot more per user license and they really push you into the higher tiers versus competitors.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Other

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Ryan Baker

We are happy UserVoice users for over 2 years.

2014-03-09

We use it for support tickets, knowledge base and community feedback. All of these features work particularly well together.

Source: GetApp
Helpful?   Yes   No
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Michael Storrs

Great product tool to aid in customer discovery and research

2018-04-17

Great product tool to aid in customer discovery and research.

Pros

Uservoice has a great api that makes it easy to add custom components to your app or web pages and makes it easy for users to provide feedback.

Cons

The newest version is not as easy to navigate as the old one, but did add some great new features to the list.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Bart Lorang

Totally awesome

2014-03-08

We use it on all our mobile apps and web apps!

Pros

Easy setup and config.

Cons

None

Source: GetApp
Helpful?   Yes   No
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Kevin Logan

Verified Reviewer

Great way to leave feedback

2018-07-20

Pros

I've left a lot of feedback on the Microsoft products and it is great to get notifications when they are working on something or have completed it.

Cons

I haven't used it for a product I'm a part of, I wonder how easy it is to see all the feedback and categorize it.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
Read more
Dustin Diehl

Great way to gather insight

2014-10-28

Pros

It's easy to track the responses and measure feedback.

Cons

For those uninitiated, it might be difficult to set up an initial survey.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

8/10

Recommendations to others considering UserVoice

Do a lot of research, but also make sure you test it out. See how it performs before you make any final decisions.

Source: Software Advice
Helpful?   Yes   No
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Jonathan Kuhn

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

2015-12-18

Pros

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
Read more
Tarique Sani

Great way to communicate with your users

2014-03-03

Give your users a voice, build a repository of knowledge. Get feedback and ideas. uservoice has got you covered well!

Source: GetApp
Helpful?   Yes   No
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Vincent Turner

UserVoice helps us provide better support to our users and build a product that they love

2014-05-01

They also are continuously improving their analytics and admin dashboards that empower us to become more data driven as they develop.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Dejana Bajic

Every Product Manager's must-have!

2014-04-14

Most importantly, end-users love the feedback UI, too, and seem to keep continue engaging without me having to solicit feedback over and over again.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Evan Hamilton

Verified Reviewer

Everything you need in an incredibly slick package

2014-07-04

Add on top of that an incredibly innovative feedback system that truly helps you prioritize what customers want what?

Source: GetApp
0 of 1 people found this review helpful
Helpful?   Yes   No
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Evan Hamilton

UserVoice does everything it needs to, with a fantastic user experience on top

2014-07-04

Add on top of that an incredibly innovative feedback system that truly helps you prioritize what customers want what?

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 501-1000 employees)

Good product suggestion platform

2017-11-14

It allows us to get feedback on our product from users.

Pros

I like that this product allows you to quickly and easily collect feedback from your users on things they would like to see changed.

Cons

I wish it was a bit easier to have similar ideas merged together.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Morgan Willowgate

Great Help Desk Software with a few Quirks

2018-08-21

Pros

Easy to use and the interface is somewhat intuitive.

Cons

Could work on their mobile UX for better ease of use.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
Read more
Sandro Lubas

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

2015-12-18

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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Bella U.

Happy clients

2012-10-24

If there is a live question you can automatically pass it on to an expert colleague.

Source: GetApp
Helpful?   Yes   No
Read more
Lindsey Schwarze

Customer Success Manager Usage of Uservoice

2015-12-14

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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Giorgio

Great product!

2014-03-13

My customers are satisfied by the way we handle support tickets with UserVoice and it really helped my productivity.

Pros

Easy set up, easy customization, good support.

Cons

None

Source: GetApp
Helpful?   Yes   No
Read more
Katie Wilson

Good ticketing system

2015-12-22

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
Read more