UserVoice
TypePrivate
IndustrySoftware, Help Desk, Customer Support
Founded2008
Headquarters
San Francisco Edit this on Wikidata
Key people
Richard White (CEO)
Websitehttps://www.uservoice.com/

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

History

UserVoice began in 2006, when programmer Richard White decided to create a more efficient way to monitor feedback from software users. He created an online forum for users to provide ideas about a project he was designing.[5][6] White asked users to vote, instead of using programmers, a method inspired by Joel Spolsky, who advocated giving programmers a finite number of votes to prioritize software development.[7][8] 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

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.[13] In addition to the original website-style product, iPhone and Facebook apps are available[14][15] to allow developers to collect feedback for mobile apps.[15][16]

UserVoice HelpDesk is a support tool for tracking and responding to customer issues.[4] Customers can thank the support person who responds to their ticket by giving them "kudos."[17][18] The system employs gamification techniques to motivate support teams to provide high-quality service.[17][19] Help teams work within a system that displays each person's kudos in real-time.[17] UserVoice HelpDesk also directs customers to relevant answers as they type questions.[2][4]

See also

References

  1. 1 2 Wauters, Robin (December 4, 2008). "UserVoice Drops Beta Tag, Lets You Capture User Feedback". TechCrunch.
  2. 1 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. 1 2 3 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. ↑ "Data Driven Product Decisions Have Never Been Easier". uservoice.com. Retrieved 2023-12-16.
  14. ↑ Kincaid, Jason. UserVoice Brings Its Customer Feedback Service to Facebook Pages TechCrunch. December 13, 2010.
  15. 1 2 Finley, Klint. API of the Week: UserVoice API ReadWriteWeb. December 6, 2010.
  16. ↑ Vandor, Mollie. HOW TO: Get Your Feedback On Social Networks Mashable. December 11, 2009.
  17. 1 2 3 Finley, Klint. Can UserVoice Do What Fish! Can’t and Make Customer Service Fun ReadWriteWeb. March 2, 2011.
  18. ↑ Prestepino, Peter. UserVoice is Full Service-Kudos WebsiteMagazine. March 1, 2011.
  19. ↑ Carlson, Lauren. Gamification: The Key to Preventing Support Agent Burnout Software Advice.
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