UserVoice

UserVoice is a unique help desk solution specifically designed for modern web businesses and mobile apps to help those companies handle not only support requests but also keep a pulse on product feedback and customer satisfaction. From Support Agents to Product & Marketing Managers, UserVoice provides insights and analytics relevant across different parts of an organization.

UserVoice provides a customer portal but what sets it apart is the ability to embed that functionality directly into a website, iPhone or Android app to give users quick, easy access to getting help and giving feedback. This software streamlines the response process and rate for support requests. Customer information from social media, billing and CRM interactions automatically populate in the support request, so reps can personalize their responses. UserVoice auto-suggests knowledge base articles, a proven way to reduce support requests.

The analytics package gives a high-level overview of how agents are performing, tickets that might be slipping through the cracks, and which instant answers are most helpful to customers. UserVoice really digs in data on client satisfaction. Teams can track satisfaction over time, compare segments, and even monitor how much revenue is at stake with unhappy customers. By filtering through feedback, UserVoice can identify what is resonating in specific segments of the client base.

Product management teams can make better, more actionable decisions when they have this information handy. Companies can customize and brand their own mobile or web app, or build a standalone, client portal. Whether companies want the full engagement platform or just need to monitor feedback, UserVoice is a great fit for small to large-sized organizations.