Who Uses This Software?

Support Managers at small to mid-sized technology companies as well as Product or Marketing Managers in any sized technology company.


Average Ratings

45 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Free Trial
    Yes

Vendor Details

  • UserVoice
  • www.uservoice.com
  • Founded 2008
  • United States

About UserVoice

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 with ticketing & Instant Answers. Stay on top of churn with satisfaction surveys. Aggregate and analyze product feedback from thousands (or millions) without breaking a sweat.


UserVoice Features


UserVoice Reviews Recently Reviewed!

Good product suggestion platform

Nov 14, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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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. The voting system is really cool as it allows other users to vote on good ideas in an easily quantifiable way.

Cons: I wish it was a bit easier to have similar ideas merged together. Its a painstaking manual process to individually merge similar ideas.

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

Simple way to have support tickets in your web app

Aug 10, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Super easy to integrate support ticket system in any web app. Also, the screenshot feature has been proved super-useful for our users when communicating a problem, and the feature-suggestion part is also a win.

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.

Great Software for Small to Mid Size CS

Oct 31, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: 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

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

Great Application

Feb 03, 2016
4/5
Overall
4.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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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.

Recommendations to other buyers: 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.

UserVoice keeps feature requests prioritized and organized!

Dec 28, 2015
5/5
Overall
4.5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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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 :)

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

Good ticketing system

Dec 22, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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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.

Recommendations to other buyers: 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.

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

Dec 22, 2015
3/5
Overall
2.5 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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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.

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

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

Dec 18, 2015
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 3.0/10 Not
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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.

Recommendations to other buyers: Evaluate another program, such as Zendesk or Desk.

Operations and User Support at Postmates

Dec 18, 2015
5/5
Overall
5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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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.

Recommendations to other buyers: 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.

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

Dec 18, 2015
3/5
Overall
3 / 5
Ease of Use
2.5 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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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

Recommendations to other buyers: installed app on mac like slack to have always notifications of what is happening

Customer Success Engineer that's mostly satisfied with product

Dec 14, 2015
4/5
Overall
4.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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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.

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

Customer Success Manager Usage of Uservoice

Dec 14, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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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.

Recommendations to other buyers: 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)?

Support Manager

Dec 14, 2015
5/5
Overall
5 / 5
Ease of Use
3.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: Ticketing system that is easy to setup. Vendor is great at providing interesting insights into support industry

Cons: Doesn't separate customers by the "Account" level. Hard to adhere to SLAs for specific customers.

Recommendations to other buyers: If you are looking for a quick and efficient ticketing system for your business. Look no further.

Good app for simple products

Dec 04, 2015
4/5
Overall
5 / 5
Ease of Use
1.5 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: We began using this primarily for the knowledge base and ticketing system. We implemented the custom user traits, Satisfaction widget and the Contact widget fairly easily inside our application and these features keep us informed on customer support interactions.

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. We were disappointed with the Salesforce integration because it doesn't include the Satisfaction scores and it also is not customizable.

Recommendations to other buyers: 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.

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

Dec 03, 2015
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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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. When you cc someone on a ticket, the cc-ed recipient cannot see the customer's email address. Quite hard to navigate through the interface. Can only upload profile picture through Gravatar :(

Recommendations to other buyers: Any mobile solution for agents? Pricing Scalability

A great solution that focuses on its core product

Jun 03, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros:

When I was testing all customer service software, I needed one that was the best at its core product which is a ticketing and knowledgebase system. This in my opinion is the best at what it does. They focus on improving these two things and avoid over-complicating the system with extras that would add burden to the user be it on my end or the customer service side.

Continued improvements and updates are rolled out that improve its core product.

Have solutions that you can link both on the web & app side.

It is just easy to use so you can focus on what your best at.

Cons:

No cons relating to the product itself (really, after approx 2 years use).

Great Support Portal, but Not Quite Enough

Mar 10, 2015
4/5
Overall
5 / 5
Ease of Use
2.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: UserVoice is a great and simple system to use for Customer Support. I run Support at my SaaS company, Personify. It's been a fantastic way to ensure that we give our users World-Class support, and help, as they get up and running with our Products.

Cons: We ended up moving to Desk.com for our next generation of products, for the simple but powerful reason that they offer better multilingual support.

Recommendations to other buyers: The lack of the feature where a user can select his or her language, and automatically have the Knowledge Base switch to that language, is anathema to an SaaS business looking to scale globally. But, if you have only English speaking customers, for example...then I wholeheartedly recommend UserVoice. It's an amazing system for the right Support Use Case.

Ben's UV Review

Oct 29, 2014
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Simplicity of use‰ÛÓI appreciate how they make the system editable for me to use.

Cons: There really isn't much to dislike. I think we might have had some issues with the number of accounts, but we were able to work around it.

Recommendations to other buyers: Look for something that will work well with your product. After all, this product is all about getting feedback on your product. If you have a poor "reporting" software, it'll reflect poorly on your product.

Uservoice Review

Oct 29, 2014
5/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use and widgets that you can put on the website for customer interaction.

Cons: There is nothing that I dislike about the product at this time.

Recommendations to other buyers: Be sure to check out all the applications within the program to best utilize your solution needed for your customer interaction.

Great way to gather insight

Oct 28, 2014
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Very easy to use. High levels of interaction. It's easy to track the responses and measure feedback.

Cons: Not the most aesthetically pleasing interface. For those uninitiated, it might be difficult to set up an initial survey.

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

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

Jul 04, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Full disclosure: I used to work at UserVoice. But I had no obligation to use it at my next job, and I had to take it through the same assessment and pitch to my executive team as any other tool. We chose UserVoice, hands down.

Why? UserVoice doesn't just fit the feature requirements of a customer service tool - it's obsessively focused on the customer experience, trying and succeeding at making the customer service experience BOTH efficient and easy for everyone involved.

Add on top of that an incredibly innovative feedback system that truly helps you prioritize what customers want what? You've got a seriously badass (and affordable) resource for keeping your customers happy.

I'm very proud of my time at UserVoice and will continue loyally using their tools for many years.

Everything you need in an incredibly slick package

Jul 04, 2014
5/5
Overall

Comments: Full disclosure: I used to work at UserVoice. But I had no obligation to use it at my next job, and I had to take it through the same assessment and pitch to my executive team as any other tool. We chose UserVoice, hands down. Why? UserVoice doesn't just fit the feature requirements of a customer service tool - it's obsessively focused on the customer experience, trying and succeeding at making the customer service experience BOTH efficient and easy for everyone involved. Add on top of that an incredibly innovative feedback system that truly helps you prioritize what customers want what? You've got a seriously badass (and affordable) resource for keeping your customers happy. I'm very proud of my time at UserVoice and will continue loyally using their tools for many years.

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

May 01, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: UserVoice is a great fit for us. Our tool lives around the web on many websites and devices, so we really needed an in-app solution - and that's exactly what we got with UserVoice.

It's extremely easy to use and very efficient for our support team to provide amazing support to our users. From inserting help articles directly into email responses, to keeping track of individual user interactions, UserVoice helps us operate more efficiently.

UserVoice is very well designed and built. Over our 2 years with them, have never had any issue with the product. They also are continuously improving their analytics and admin dashboards that empower us to become more data driven as they develop.

There customer support is superb. They always answer questions that we have very quickly and provide complete and thorough answers. You will never feel like you are talking to a robot because their support team is very friendly, personable and professional.

The analytics and reports on our feature requests, all components of our support streams, and users. It makes it extremely quick to query the reports and find the exact insights that we need to help us make Product and Business decisions.

Best Customer Service Platform

Apr 17, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I have used a lot of support systems in my day, but this is the best. At Exec, we used UserVoice exclusively to manage all of our internal operations and support. We found it super easy to setup and use (no training required for our staff), and it was reasonably priced. It was especially important how well it worked with, and looked just like, regular email.

Cons: The login system tries to recognize you when you use it. It is slightly annoying.

Recommendations to other buyers: Go with UserVoice. It is better and cheaper than others.

Greatest Support System

Apr 17, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I have used a lot of support systems in my day, but this is the best. At Exec we used UserVoice exclusively to manage all of our internal operations and support. We found it super easy to setup and use (no training required for our staff) and was reasonably priced. It was especially important how well it worked with, and looked just like, regular email.

Uservoice is well built, reliable and reasonably priced

Apr 14, 2014
5/5
Overall

Comments: Easy to use

Pros: Easy to use Reliable Fully featured Good price

Cons: None that I have found

Every Product Manager's must-have!

Apr 14, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I've been working as a Product Manager on various SaaS platforms, and over the past 3 years UserVoice has played an essential role in guiding my product decisions. The array of tools they offer really makes it easy to collect user feedback in a less intrusive way. 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. I've tried other solutions out there - Zendesk, GetSatisfaction, IdeaScale... Nothing worked as well as UserVoice.

Great product!

Mar 13, 2014
5/5
Overall

Comments: Easy to set up, easy to customize. 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

Easy to use, great customer support

Mar 10, 2014
5/5
Overall

Comments: UserVoice is great for logging our customer support inquiries. Searching for tickets is easy and their support team is excellent if you have any questions or problems.

Pros: Easy to use

Cons: None

We are happy UserVoice users for over 2 years.

Mar 09, 2014
5/5
Overall

Comments: UserVoice has scaled well with us as our business has grown. We use it for support tickets, knowledge base and community feedback. All of these features work particularly well together. By using smart tools like this we've been able to scale the support side of our business beautifully. Our customer base grows at more than twice the rate our support levels do. It's great helping customers to help themselves using UserVoice.

Totally awesome

Mar 08, 2014
5/5
Overall

Comments: UserVoice is awesome for product management and customer support. We use it on all our mobile apps and web apps!

Pros: Easy setup and config.

Cons: None

Great Product and Great People

Mar 07, 2014
5/5
Overall

Comments: I interact with Andrew and Claire whenever we have an issue or question. They are always very prompt, professional and are cool cats. UserVoice has made my job easier and reporting much smoother. Very happy with their product and great service!

Far too expensive

Mar 07, 2014
1/5
Overall

Comments: Uservoice is great but it's far too expensive. I will be paying upwards of $2400 a year for two agents and customizing my css/HTML. I'm going to move to GetSatisfaction or ZenDesk when I've worked out which one is better for my needs. Also the UI hasn't changed in years, at that wouldn't necessarily be a bad thing but the UI isn't great.

nice user friendly clean design

Mar 04, 2014
5/5
Overall

Comments: It's important not only to get data back from our customers, but have it well organised and presented in a nice way. UV does this well.

Pros: As above

Cons: Could do with ability to add a user's email addr as 'watcher' for easily adding idea on their behalf and thus bringing them on board.

Great way to communicate with your users

Mar 02, 2014
5/5
Overall

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

It just works!

Feb 25, 2014
5/5
Overall

Comments: This app simply works beautifully and does exactly what it is supposed to do all the time.

simple and easy-to-use interface

Feb 23, 2014
5/5
Overall

Comments: Service desk software that provides customers with an accessible and intuitive interface, out-of-the-box, will save you and your organization the time and frustration of deployment complexities, and enable your customers to resolve a lot issues without even having to interact with a support agent. UserVoice is a great example of a helpdesk with a simple and easy-to-use interface:

So easy to install and use

Feb 17, 2014
5/5
Overall

Comments: I've been using UserVoice for more than a year without any problems. I get feedback and questions about my site on a daily basis and users are happy to get answers quickly. I will be using their service on a new project very soon.

UserVoice - contact/feedback form

Feb 07, 2014
5/5
Overall

Comments: 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. UserVoice is a great app.

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

Fantastic tool.

Feb 06, 2014
5/5
Overall

Comments: Control! You never miss replies because of the tickets! Easy assigne function and a brilliant NOTE function. Uservoice is our way of communicating in writing with our clients, and with the tracking system etc. we are in full control that all requests receives a reply from our Support team. I also want to add that they have a fantastic support service!

Happy clients

Oct 24, 2012
4/5
Overall

Comments: Uservoice helped me to turn my clients into happy clients. I use it to answer their questions, track my visitors and I manage my contacts. If there is a live question you can automatically pass it on to an expert colleague. I recommend it.

Jul 07, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Dec 02, 2016
3/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Mar 16, 2016
2/5
Overall
2 / 5
Ease of Use
3 / 5
Customer Support
5 / 5
Value for Money

Sep 17, 2015
3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support
3 / 5
Value for Money