UserVoice

UserVoice
Private
Industry Software, Help Desk, Customer Support
Founded 2008
Key people
 Richard White (CEO)
Connor Fee (COO)

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

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]

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[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."[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. ↑ Leslie, Alexandra. "UserVoice 3.0: Product Manager Tools for Data-Driven Decisions & An Exclusive Tour of the Tech Stack". HostingAdvice.com. Retrieved 26 June 2017.
  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.
This article is issued from Wikipedia. The text is licensed under Creative Commons - Attribution - Sharealike. Additional terms may apply for the media files.