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{{short description|Software-as-a-Service (SaaS) company}}
{{Multiple issues|
{{update|date=November 2021}}
{{Advert|date=January 2023}}
}}
{{Infobox company
{{Infobox company
| name = UserVoice
| name = UserVoice
| logo = [[File:UserVoice logo.png|250px]]
| logo = UserVoice_company_logo.png
| logo_size = 250px
| type = [[Privately-held|Private]]
| type = [[Privately-held|Private]]
| key_people = Richard White <small>([[CEO]])</small><br>Connor Fee <small>([[Chief operating officer|COO]])</small>
| key_people = Richard White <small>([[CEO]])</small>
| industry = [[Software]], [[Help Desk]], [[Customer Support]]
| industry = [[Software]], [[Help Desk]], [[Customer Support]]
| foundation = 2008
| foundation = 2008
| website = https://www.uservoice.com/
}}
}}
⚫
'''UserVoice''' is a [[San Francisco]]{{En dash}}based [[software as a service|Software-as-a-Service ( SaaS )]] company that develops [[customer engagement]] tools.<ref name=techcrunchbeta>{{cite web|url=https://techcrunch.com/2008/12/04/uservoice-drops-beta-tag-lets-you-capture-user-feedback/|title=UserVoice Drops Beta Tag, Lets You Capture User Feedback|first=Robin|last=Wauters|publisher=|date= December 4, 2008|work=TechCrunch}}</ref><ref name=nytimesfeedback>Ha, Anthony. [https://www.nytimes.com/external/venturebeat/2011/05/05/05venturebeat-uservoice-aims-beyond-user-feedback-54838.html?scp=1&sq=uservoice&st=cse UserVoice Aims Beyond User Feedback] ''NYTimes''. May 5, 2011.</ref><ref name=readwritewebidea>Finley, Klint. [http://www.readwriteweb.com/enterprise/2010/09/3-trends-in-idea-management.php 3 Trends in Idea Management] ''ReadWriteWeb''. September 1, 2010.</ref><ref name=techcrunchengagement>Empson, Rip. [https://techcrunch.com/2011/11/18/uservoice-which-powers-customer-engagement-tools-for-meebo-hootsuite-more-raises-1-million/ Uservoice, Which Powers Customer Engagement Tools for Meebo, Hootsuite & More, Raises 1 Million] ''TechCrunch''. November 18, 2011.</ref>

⚫
'''UserVoice''' is a [[San Francisco]] based<ref name=techcrunchbeta>{{cite web|url=https://techcrunch.com/2008/12/04/uservoice-drops-beta-tag-lets-you-capture-user-feedback/|title=UserVoice Drops Beta Tag, Lets You Capture User Feedback|first=Robin|last=Wauters|publisher=|date= December 4, 2008|work=TechCrunch}}</ref> [[software as a service|Software-as-a-Service (SaaS)]] company creating [[customer engagement]] tools.<ref name=nytimesfeedback>Ha, Anthony. [https://www.nytimes.com/external/venturebeat/2011/05/05/05venturebeat-uservoice-aims-beyond-user-feedback-54838.html?scp=1&sq=uservoice&st=cse UserVoice Aims Beyond User Feedback] ''NYTimes''. May 5, 2011.</ref><ref name=readwritewebidea>Finley, Klint. [http://www.readwriteweb.com/enterprise/2010/09/3-trends-in-idea-management.php 3 Trends in Idea Management] ''ReadWriteWeb''. September 1, 2010.</ref><ref name=techcrunchengagement>Empson, Rip. [https://techcrunch.com/2011/11/18/uservoice-which-powers-customer-engagement-tools-for-meebo-hootsuite-more-raises-1-million/ Uservoice, Which Powers Customer Engagement Tools for Meebo, Hootsuite & More, Raises 1 Million] ''TechCrunch''. November 18, 2011.</ref>


==History==
==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.<ref name=stackoverflow>Atwood, Jeff. [http://blog.stackoverflow.com/2008/11/podcast-30/ Podcast #30]. ''Stack Overflow''. November 19, 2008.</ref><ref name=mashableuservoice>Hopkins, Mark. [http://mashable.com/2008/08/05/uservoice-2/ UserVoice is My&#91;Company&#93;Idea] ''Mashable''. August 5, 2008.</ref> His method was inspired by [[Joel Spolsky]], who advocated giving programmers a finite number of votes to prioritize software development.<ref name=readwriteweblove>Kirkpatrick, Marshall. [http://www.readwriteweb.com/archives/why_we_love_uservoice.php Why We Love UserVoice] ''ReadWriteWeb''. December 5, 2008.</ref><ref>http://www.joelonsoftware.com/articles/SetYourPriorities.html Set Your Priorities</ref> White asked users to vote, instead of using programmers. White, together with Lance Ivy and Marcus Nelson, launched UserVoice in February 2008.<ref name=techcrunchengagement/> An early adopter was [[Stack Overflow]], run by Spolsky. UserVoice had 13 employees and 4,000 clients, with 23 million users participating by 2011.<ref name=startupmarketing>[http://startupmarketing.tv/uservoice EPISODE 5... Interview with UserVoice Co-founder, Scott Rutherford]. ''StartupMarketing.TV''. September 23, 2010. {{webarchive |url=https://web.archive.org/web/20120303151224/http://startupmarketing.tv/uservoice |date=March 3, 2012 }}</ref>
UserVoice began in 2006, when programmer Richard White decided to create a way to monitor feedback from software users. He created an online forum for users to provide ideas about a project he was designing.<ref name=stackoverflow>Atwood, Jeff. [http://blog.stackoverflow.com/2008/11/podcast-30/ Podcast #30]. ''Stack Overflow''. November 19, 2008.</ref><ref name=mashableuservoice>Hopkins, Mark. [http://mashable.com/2008/08/05/uservoice-2/ UserVoice is My&#91;Company&#93;Idea] ''Mashable''. August 5, 2008.</ref> 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.<ref name=readwriteweblove>Kirkpatrick, Marshall. [http://www.readwriteweb.com/archives/why_we_love_uservoice.php Why We Love UserVoice] ''ReadWriteWeb''. December 5, 2008.</ref><ref>http://www.joelonsoftware.com/articles/SetYourPriorities.html Set Your Priorities</ref> In February 2008, White, along with Lance Ivy and Marcus Nelson, launched UserVoice.<ref name=techcrunchengagement/> An early adopter was [[Stack Overflow]], run by Spolsky. UserVoice had 13 employees and 4,000 clients, with 23 million users participating by 2011.<ref name=startupmarketing>[http://startupmarketing.tv/uservoice EPISODE 5... Interview with UserVoice Co-founder, Scott Rutherford]. ''StartupMarketing.TV''. September 23, 2010. {{webarchive |url=https://web.archive.org/web/20120303151224/http://startupmarketing.tv/uservoice |date=March 3, 2012 }}</ref>


==Products==
==Products==
{{outdated|date=May 2016}}


'''UserVoice Feedback''' collects and prioritizes suggestions from customers as they list ideas and vote on them.<ref name=techcrunchbeta/><ref name=techcrunchsuggestion>Aamoth, Doug. [https://techcrunch.com/2008/04/20/uservoice-offers-a-better-way-to-take-customer-suggestions/ UserVoice Offers A Better Way To Take Customer Suggestions] ''TechCrunch''. April 20, 2008.</ref><ref name=mashableuser>Catone, Josh. [http://mashable.com/2011/03/06/user-feedback-apps/ 9 Web Apps for Gathering Customer Feedback] ''Mashable''. March 6, 2011.</ref><ref name=eweek>Reisinger, Don. [http://www.eweek.com/c/a/Cloud-Computing/10-Ingenious-Tools-from-Google-Apps-Marketplace-397129/ 10 Ingenious Tools from Google Apps Marketplace] ''eWeek''. March 12, 2010.</ref> This voting can occur through the SmartVote comparison testing feature.<ref>{{cite web|last1=Leslie|first1=Alexandra|title=UserVoice 3.0: Product Manager Tools for Data-Driven Decisions & An Exclusive Tour of the Tech Stack|url=http://www.hostingadvice.com/blog/uservoice-product-management-and-technology/|website=HostingAdvice.com|accessdate=26 June 2017}}</ref> In addition to the original website-style product, [[iPhone]] and [[Facebook]] apps are available<ref name=techcrunchfeedback>Kincaid, Jason. [https://techcrunch.com/2010/12/13/uservoice-brings-its-customer-feedback-service-to-facebook-pages/ UserVoice Brings Its Customer Feedback Service to Facebook Pages] ''TechCrunch''. December 13, 2010.</ref><ref name=readwriteweb>Finley, Klint. [http://www.readwriteweb.com/hack/2010/12/api-of-the-week-uservoice-api.php API of the Week: UserVoice API] ''ReadWriteWeb''. December 6, 2010.</ref> to allow developers to collect feedback for [[mobile app]]s.<ref name=readwriteweb/><ref name=mashablesocial>Vandor, Mollie. [http://mashable.com/2009/12/11/feedback-social-networks/ HOW TO: Get Your Feedback On Social Networks] ''Mashable''. December 11, 2009.</ref>
UserVoice Feedback collects and prioritizes suggestions from customers as they list ideas and vote on them.<ref name=techcrunchbeta/><ref name=techcrunchsuggestion>Aamoth, Doug. [https://techcrunch.com/2008/04/20/uservoice-offers-a-better-way-to-take-customer-suggestions/ UserVoice Offers A Better Way To Take Customer Suggestions] ''TechCrunch''. April 20, 2008.</ref><ref name=mashableuser>Catone, Josh. [http://mashable.com/2011/03/06/user-feedback-apps/ 9 Web Apps for Gathering Customer Feedback] ''Mashable''. March 6, 2011.</ref><ref name=eweek>Reisinger, Don. [http://www.eweek.com/c/a/Cloud-Computing/10-Ingenious-Tools-from-Google-Apps-Marketplace-397129/ 10 Ingenious Tools from Google Apps Marketplace] ''eWeek''. March 12, 2010.</ref> This voting can occur through the SmartVote comparison testing feature.<ref>{{Cite web |title=Data Driven Product Decisions Have Never Been Easier |url=https://uservoice.com/blog/data-driven-product-decisions |access-date=2023-12-16 |website=uservoice.com |language=en}}</ref> In addition, to the original website-style product, [[iPhone]] and [[Facebook]] apps are available<ref name=techcrunchfeedback>Kincaid, Jason. [https://techcrunch.com/2010/12/13/uservoice-brings-its-customer-feedback-service-to-facebook-pages/ UserVoice Brings Its Customer Feedback Service to Facebook Pages] ''TechCrunch''. December 13, 2010.</ref><ref name=readwriteweb>Finley, Klint. [http://www.readwriteweb.com/hack/2010/12/api-of-the-week-uservoice-api.php API of the Week: UserVoice API] ''ReadWriteWeb''. December 6, 2010.</ref> to allow developers to collect feedback for [[mobile app]]s.<ref name=readwriteweb/><ref name=mashablesocial>Vandor, Mollie. [http://mashable.com/2009/12/11/feedback-social-networks/ HOW TO: Get Your Feedback On Social Networks] ''Mashable''. December 11, 2009.</ref>


'''UserVoice HelpDesk'''<ref name=techcrunchengagement/> 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."<ref name=readwritewebcustom>Finley, Klint. [http://www.readwriteweb.com/enterprise/2011/03/uservoice-wants-to-make-custom.php Can UserVoice Do What Fish! Can’t and Make Customer Service Fun] ''ReadWriteWeb''. March 2, 2011.</ref><ref name=websitemagazine>Prestepino, Peter. [http://www.websitemagazine.com/content/blogs/posts/archive/2011/03/01/uservoice-is-full-service-kudos.aspx UserVoice is Full Service-Kudos] ''WebsiteMagazine''. March 1, 2011.</ref> The system employs [[gamification]] techniques to motivate support teams to provide high quality service.<ref name=readwritewebcustom/><ref name=softwareadvice>Carlson, Lauren. [http://blog.softwareadvice.com/articles/crm/gamification-preventing-support-agent-burnout-1022112/ Gamification: The Key to Preventing Support Agent Burnout] ''Software Advice''.</ref> Help teams work within a system that displays each person's kudos in real-time.<ref name=readwritewebcustom/> UserVoice HelpDesk also directs customers to relevant answers as they type questions.<ref name=nytimesfeedback/><ref name=techcrunchengagement/>
UserVoice HelpDesk is a support tool for tracking and responding to customer issues.<ref name=techcrunchengagement/> Customers can thank the support person who responds to their ticket by giving them "kudos."<ref name=readwritewebcustom>Finley, Klint. [http://www.readwriteweb.com/enterprise/2011/03/uservoice-wants-to-make-custom.php Can UserVoice Do What Fish! Can’t and Make Customer Service Fun] ''ReadWriteWeb''. March 2, 2011.</ref><ref name=websitemagazine>Prestepino, Peter. [http://www.websitemagazine.com/content/blogs/posts/archive/2011/03/01/uservoice-is-full-service-kudos.aspx UserVoice is Full Service-Kudos] ''WebsiteMagazine''. March 1, 2011.</ref> The system employs [[gamification]] techniques to motivate support teams to provide high-quality service.<ref name=readwritewebcustom/><ref name=softwareadvice>Carlson, Lauren. [http://blog.softwareadvice.com/articles/crm/gamification-preventing-support-agent-burnout-1022112/ Gamification: The Key to Preventing Support Agent Burnout] ''Software Advice''.</ref> Help teams work within a system that displays each person's kudos in real-time.<ref name=readwritewebcustom/> UserVoice HelpDesk directs customers to relevant answers as they type questions.<ref name=nytimesfeedback/><ref name=techcrunchengagement/>


==See also==
==See also==
* [[Usabilla]]
* [[Get Satisfaction]]
* [[Get Satisfaction]]
* [[Issue tracking system]]
* [[Issue tracking system]]
Line 30: Line 34:


==External links==
==External links==
* {{Official|https://www.uservoice.com/}}
* {{Facebook|UserVoice}}
* {{Twitter}}



[[Category:Online companies]]
[[Category:Software companies based in the San Francisco Bay Area]]
[[Category:Software companies based in California]]
[[Category:Software companies established in 2008]]
[[Category:Companies established in 2008]]
[[Category:Community websites]]
[[Category:Automation software]]
[[Category:Automation software]]
[[Category:Customer service]]
[[Category:Help desk software]]
[[Category:Help desk software]]
[[Category:2008 establishments in California]]

Latest revision as of 14:41, 21 May 2024

UserVoice
Company 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

[edit]

UserVoice began in 2006, when programmer Richard White decided to create a 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] In February 2008, White, along with Lance Ivy and Marcus Nelson, launched UserVoice.[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

[edit]

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 directs customers to relevant answers as they type questions.[2][4]

See also

[edit]

References

[edit]
  1. ^ a b Wauters, Robin (December 4, 2008). "UserVoice Drops Beta Tag, Lets You Capture User Feedback". TechCrunch.
  2. ^ a b Ha, Anthony. UserVoice Aims Beyond User Feedback NYTimes. May 5, 2011.
  3. ^ Finley, Klint. 3 Trends in Idea Management ReadWriteWeb. September 1, 2010.
  4. ^ a b c d 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. ^ a b 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. ^ a b c 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.
[edit]
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