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UserVoice
Software-as-a-Service (SaaS) company From Wikipedia, the free encyclopedia
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UserVoice is a San Francisco–based Software-as-a-Service ( SaaS ) company that develops customer engagement tools.[1][2][3][4]
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History
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]
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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 directs customers to relevant answers as they type questions.[2][4]
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External links
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