UserVoice Reviews

Pros

The knowledge board and upvoting features are easy to use. Managing ideas, responding to users, and sending messages is a not an issue anymore. It's also easy for other team members to contribute their ideas.

Cons

There are numerous features in the software that we don't utilize, which sometimes increases the cost beyond what we require.

Pros

In my view, it gets customers involved and makes everyone more engaged which is useful for gathering feedback and suggestions, improving critical areas and responding better to needs. Still, the company makes the final decisions so this feature doesn't guarantee that users will get what they want.

Cons

Managing multiple requests takes more time and can be hard to keep up with making things more complicated. Other than that, we haven't found any further issues.

Pros

Setting up this software is simple, and the initial cost is low. The issue tracking feature is excellent which makes it a great tool for maintaining a knowledge base.

Cons

We have been using Uservoice for 8 years, and there isn't much we dislike about it. The only minor issue we've encountered is that occasionally customer emails get blocked without any apparent reason, resulting in missing support tickets. However, Uservoice has been excellent in resolving these situations.

Pros

Feedback tracking and voting on ideas gave us a starting point and felt pretty innovative when we began using the system several years ago. The widget for collecting feedback inside your web app works well and users can help themselves with knowledge base articles or other users' ideas or contact our support team.

Cons

The backend feels dated from a UX perspective and it has grown more complex over the years, at least for a company our size. I assume that reflects a shift in the kinds of customers UserVoice now targets, such as Microsoft-like companies. The knowledge base doesn't support multiple languages so articles need separate versions for each language, grouped into Categories.

Pros

Compared with other support desks, the platform is simpler and keeps us focused on the main task of resolving tickets. My team and I have never worked more efficiently. Love Kudos.

Cons

Dashboards and staff tracking have some limitations.

Pros

I used UserVoice for its help desk software. Since it didn't offer in-app heads-up messages at the time, I was pressured to consolidate our systems and switch to Intercom for both help desk and in-app messaging. It soon became clear that was a mistake. UserVoice was much better for help desk interactions and help articles. I also found it useful to see how many tickets never reached our inbox because a help document had already resolved the issue.

Cons

At the time, there was no way to send heads-up messages or bulk messages to all users. We couldn't send a mass update during an outage or when launching new features.

Pros

A feedback forum lets our customers vote and the keyword search is useful for clients and their customers. Clients can block some users and let others subscribe to future status updates. Revenue can also be tied in to analyze opportunities that were lost and the revenue missed.

Cons

The site can feel pretty crowded. Sometimes a simpler layout would be better.

Pros

I still haven't received a proper product walkthrough from customer success. Long email exchanges aren't useful to me. I'd rather have a Slack channel to get started quickly.

Cons

It isn't very easy to use, there aren't useful examples and the process isn't clear.

Pros

Forum moderation tools are essential for feature request and suggestion boards and UserVoice includes them all in a simple package. We also use the widget to collect user feedback directly in our tools.

Cons

To customize the forums, you'll need to know how to write code in CSS and HTML.

Pros

Although the platform feels a bit dated, I find using it to be fairly easy.

Cons

Multiple brands aren't supported and there's no app.