UserVoice Reviews & Product Details

UserVoice Overview

What is UserVoice?

A single platform to effortlessly collect, analyze and close the loop on product feedback with customer bases and internal teams of any size.

UserVoice Details
Website
Languages Supported
Danish, German, English, French, Italian, Japanese, Dutch, Portuguese, Russian, Spanish, Chinese (Simplified)
Product Description

A single platform to effortlessly collect, analyze and close the loop on product feedback with customer bases and internal teams of any size.


Seller Details
Seller
UserVoice
Company Website
Year Founded
2007
HQ Location
San Francisco, CA
Twitter
@UserVoice
17,706 Twitter followers
LinkedIn® Page
www.linkedin.com
56 employees on LinkedIn®

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UserVoice Reviews

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

As a Customer Success Manager, I find several customers often have the same feedback for product. This product makes it easy to streamline the feature request process and keep all product feedback in one location. I like that I can search and locate similar feature requests my colleagues submitted for their customers. The upvoting feature allows our product team to see how frequent this request has been submitted. I find the UI easy to navigate and the extension to be an even quicker way to submit a feature request. Lastly, it's always difficult when there are multiple points of contact gather one report for a customer's submitted feature request, but being able to generate reports in UserVoice is easy and efficient. UserVoice has streamlined communication with our customer-facing and product teams and increased transparency. Review collected by and hosted on G2.com.

What do you dislike?

If your team members are not enabled on the process, it can be a bit of a free-for-all on how people submit their feature requests. At the beginning of our adoption, there would be two to three posts for the same feature requests making the "upvote" feature no longer relevant. We had to recalibrate and ensure everyone was enabled correctly on how we wanted to use the product. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

1) Streamlining communication between customer-facing teams and our product teams. Ensuring the customer's voice is heard.

2) Ensuring customer's feature requests are in one centralized location so pulling a report for the customer when requested is easy. Many folks at our company touch our product, so the reports generated in UserVoice show the holistic requests of the customer.

3) Allowing product teams to see how many customers requested a particular feature and how critical it is to their business goals. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

I like that uservoice gives you a unified view on the feedback and feature requests for the whole product suite and that it's possible to look at user profile and what they tend to value in terms of product experience by looking at how they've given feedback across multiple products.

I like that it has an API I can use to export the data and analyze it with scripts. Review collected by and hosted on G2.com.

What do you dislike?

The design is very outdated and the customization of forums is quite limited.

The inability to properly format suggestions and comments is extremely annoying – e.g. when we are talking about developer-facing products and users can't decently submit code snippets... Markdown is a widely used and adopted format, there is plenty of frontend and backend libraries to edit and render it, it should really be supported. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Consider the pricing, user voice is not cheap, and see if you need all its set of functionality to get the job done.

Make sure you are ok with its limited customization capabilities for the user-facing portal.

Make sure you can deal with outdated design. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I am using user voice to collect feature suggestions from users. It's an ok tool to collect all the feedback in one place and to make it actionable by analyzing it and using it to construct the product roadmap. Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

It is really important to get direct feedback from users and that the experience is as smooth as possible. UserVoice is very easy to implement (be it the API, the widget or the forum) so the time it takes to connect it to the existing feedback infrastructure was very quick.

I also love that there are multiple interfaces we can show the customer. The Web Portal can be customized and is an awesome way to engage "crowdsourcing" of ideas.

The widget helps automatically merging same type of feedbacks so there's no need for a lot of manual administration.

And if that's not enough, the API can be used to connect UserVoice to an already existing feedback UI. Review collected by and hosted on G2.com.

What do you dislike?

If you have an existing feedback mechanism with ideas, bugs, etc coming at the same place it needs some restructuring as UserVoice is not for bug triaging. But be honest, it doesn't need to be :) Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We had our own custom user feedback process that sent all the feedbacks to a shared inbox where we needed to triage manually, use a different system to group the valid ideas and follow up with the users. With UserVoice everything is done at the same place. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The user interface (what our customers see) is great. Improvements to the contributor interface are nice. The product was really easy to setup and configure. We're better able to manage all the data we receive. Review collected by and hosted on G2.com.

What do you dislike?

As an admin, I spend my day looking at the ideas page. When I click the icon I'm taken to a summary report that takes a really long time to load. I don't need to see this everyday all day - and it's really annoying. Further, I can't see which ideas have features linked in the list view. There are many days the Features page won't load.

Custom fields on features are great, however you can't update them through the API which is kind of frustrating as we use another tool for stakeholders . Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We're improving our workflow with Development by using the data we collect through uservoice to prioritize new development projects. We're communicating better with our user base. Review collected by and hosted on G2.com.

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Response from Aaron Lapierre of UserVoice

Hi Elizabeth,

Thanks so much for your G2Crowd rating! We really appreciate you taking the time out of your day to provide us with a rating and a comprehensive review. In particular, I want to call out a couple of issues you've flagged. We are actively looking into bug fixes for the following:

- Roadmap load time

- Unable to update Features custom fields via the API

As for the remaining items, these are great suggestions to improve UserVoice. We've got that captured and will evaluate it for future release.

Thanks again for sharing your thoughts, we really appreciate it!

Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

We've been able to create a single point of entry for all feedback requests across our departments. This has enabled us to get out of huge spreadsheets and provides us tools to keep clients in the loop as we make decisions for the product. Review collected by and hosted on G2.com.

What do you dislike?

Our use case of UserVoice isn't quite typical, most of our clients are in the enterprise space and have quite a few ideas for things they want to see in our product. We've gotten feedback that when clients and individuals get upwards of 100 ideas it becomes difficult to manage and understand. That said, as we're helping clients and individuals understand that this is more of a mechanism for providing feedback, and less a request list of features that we are going to build, there's less that they need to actually manage.

While UserVoice does integrate with Jira, I also don't love that there's no automated Jira-to-UserVoice status trigger updates, where we can update something in UserVoice automatically based on a status in Jira. This has required some manual intervention to ensure our UserVoice items that we do choose to move into develop transition into the appropriate statuses as we move items to In Progress and Done. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Ensure you spend a good amount of time understanding what features and functionality you will utilize within UserVoice and get buy in from all stakeholders that will be involved. We've been successful in rolling this out because I spent a lot of time getting feedback and tweaking how we would utilize this tool to solve our problems before rolling it out. Like many tools, there's different ways you can utilize the feature set to solve your problems, ensure you understand the problems you're trying to solve and which features will help you accomplish those goals. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Main three objectives for us with a tool like UserVoice were to;

1. Provide a single place for all feedback to go into. Which we've accomplished.

2.Close the loop back to clients and stakeholders as we choose to say yes or no to items. Which is somewhat working for us given our use case.

3. Lastly, use the data we collect to inform strategic direction of things in the future when we work on a given area of the tool. We've been able to leverage data in making decisions about future development.

Overall we're accomplishing these things. Given our use case of UserVoice we don't actually have all of our clients in the tool, but have our services team fronting items on behalf of many of our clients. The communication element really works best when you have end users submitting ideas and getting updates based on idea status transitions. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Our company recently transitioned over to UserVoice as our main enhancement request platform. Onboarding went great and we have now more than 1000 users who are using UserVoice regularly. The experience has been great so far but the software is lacking some key functionality we need to use it to its fullest potential. Review collected by and hosted on G2.com.

What do you dislike?

We need a way to do the following with our users at ACS Technologies:

be able to create a post and it notify all users for research

notify users when a public post is created

be able to query inside of UserVoice for a Jira ticket number

have insight into which items have been commented on or replied to vs. those that have not

be able to understand the number of users and title of Jira tickets when exporting the backlog

show a ministry partners name when sharing an idea

allow clients to receive a notification when they subscribe to new ideas

the ability to distinguish administrator rights per forum

allow us the ability to get rid of old tickets that don't meet our criteria over a period of time Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use UserVoice inside our product for our users to communicate needs they have for solving ministry problems. It is currently our primary enhancement request portal for our flagship product, Realm. Review collected by and hosted on G2.com.

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Response from Aaron Lapierre of UserVoice

Hi Kira,

Thanks so much for taking the time to provide us this review and feedback! I wanted to address a few of the items here to hopefully clarify and resolve some of your needs:

- 'Notify users when a public post is created' & 'allow clients to receive a notification when they subscribe to new ideas' -- users have the ability to manage their notification settings under their profile

- 'Allow us the ability to get rid of old tickets that don't meet our criteria over a period of time' -- you're able to delete items to archive them. This can be undone at any point (delete here should probably be renamed to Archive)

- 'Have insight into which items have been commented on or replied to vs. those that have not.' -- you have a few options here, but you can view this in the Idea Insights page (under "Ideas that need tidying up"), the Activity & Moderation page, or creating a custom View

-'Be able to understand the number of users and title of Jira tickets when exporting the backlog.' -- You can view this info within Jira when you view a Jira item that is linked to a UserVoice idea.

For the remaining items, we've gone ahead and captured those as ideas for our product team to evaluate.

Thanks again for the feedback! I really appreciate you taking the time.

Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I really like that I'm able to find ideas and scenarios from my customers in one place, being able to tag and categories ideas makes searching fast and easy. One of my favourite features is being able to have open discussions with clients using Uservoice as a forum. It makes identifying target users much easier, so that we can make sure that we solve the right issues for people who have identified friction points in our product. Review collected by and hosted on G2.com.

What do you dislike?

There used to be a great feature called studies, but I hear that it is being discontinued. It was starting to shape up to be a real game changer for running product discoveries. We found that out of all the sources we were using to engage with customers during the product discovery process Uservoice studies had the highest conversion rate. I hope you reconsider bringing it back, it has so much potential.

I also don't like that adding a profile picture is so complicated. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I'm able to identify customer pain points, segment customers and prioritise features using additional metrics such as revenue. Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Our developers built a Slack integration that allows our Customer Support team to easily submit customer ideas from Slack and those end up in UserVoice. Review collected by and hosted on G2.com.

What do you dislike?

Exporting data is a pain; it's unclear what fields you'll get in an export, unclear how many files you'll get in the export and what the difference is between the files. I wish there was a report builder so I could select the data I want. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

UserVoice provides customer feedback to us throughout the software development lifecycle. We collect voice of the customer directly from the customers in our product as well as from our customer support team using a Slack integration. The product team group items by merging them as well as putting them into categories. From that merging/categorization, Product Management can easily identify top requested items that can be considered for our roadmap. During the product discovery phase, we rely on UserVoice to be the database that has collected customer requests and we go through and contact customers directly for interviews and prototype feedback. We rely on customer feedback collected in UserVoice during beta testing; we set up a specific category and add a form in our product that writes to that category. Then the development team can look at feedback specific to their feature in beta and contact customers for interviews and quickly make changes as needed. Submitted UserVoice requests also help us to see where customers are struggling in our product. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The ability to group, aggregate feedback - Lets us quickly see over time what is rising to the top and what may or may not be important. It also becomes a one stop shop to see what similar folks have requested and differences in how their need may help solve their particular problems.

Quickly inform customers of updates/changes to feature requests, the ability to update the internal or external status of any feedback is great, with the ability to specify and email those that have voted for an item.

Integrations are great with slack and salesforce to better measure potential business opportunities with feature requests. It is very customizable with their APIs. Being able to use slack allowed our customer support and sales enter requests from customers so we could make sure we were capturing not only requests existing customers had but also prospect customers. Review collected by and hosted on G2.com.

What do you dislike?

Lack of reporting. It is hard to always be able to identify trends to categories over time. A lot of work has to be done manually by exporting the data into excel and then manipulating and creating pivot tables. There has been some improvements being made here.

Search doesn't really check the individual feedbacks. If you merge items it is hard to find specific feedback since there is no good way in the UI to search for it. This has been solved for us by having the slack integration and a single channel receive all the feedback, i can then search through all individual feedback with key words. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

A huge input into deciding what our roadmap will look like, great way to solicit rapid prototype testing by working with those that requested the features. Having specific examples and quotes from customers not only helps build the customer empathy, but this also allows us to review potential solutions with them before investing lots of R&D. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The responsiveness of the support team is amazing. They have the answers you need to help unblock you. Integrating the user capture form into our application was straightforward and very quick. Our customers find it very easy to enter feedback. Since adopting UserVoice, we have increased our user feedback and been able to develop more of the right features for our customers. Review collected by and hosted on G2.com.

What do you dislike?

The developer tools and nuances around using the system could be better documented. The ability to have an internal forum, separate to a customer facing one, would be really useful to allow us to capture internal feedback and ensure its separate from the customer feedback. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Think about planning a weekly, 2 weekly or monthly review of the feedback. This will depend on your user engagement level. We have found that the amount of feedback our users provide mean we have to discuss and rate the feedback every week. Also, think about categories, and internal/external states and make sure you have these set up before you go live. These are very useful for grouping ideas and feedback. If you are integrating with an existing system and passing through details of the user, make sure you validate all email addresses first Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have always been good at engaging with our customers, however without the right tools it was quite time consuming. UserVoice has given us the ability to gather our customers thoughts and ideas, and earmark a smaller amount of time to review, categorise and prioritise as a team. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Most of all I am impressed by the convenience and thoughtfulness of the interface. The guys from UserVoice have foreseen all my desires about how everything should work. And it is really, very convenient. Also, I really like the default set of analysis tools. The flexibility to customize these tools to suit your needs is also very impressive. Very rich functionality for all cases. I would like to say a few words of gratitude about the support, whose work is impeccable and lightning-fast. Review collected by and hosted on G2.com.

What do you dislike?

There may be some problems with the speed of the interface. Also, sometimes false alarms of the anti-spam system occur. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Working with UserVoice is very good at helping us hear the desires of our many customers and do an in-depth analysis to prioritize what we are going to implement in our product based on customer desires. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

- Tool is specifically focused on feature requests and feedback

- Can do both internal and public status updates

- Integrations with other tools/services Review collected by and hosted on G2.com.

What do you dislike?

- Can't customize as many things as we'd like i.e. submission form, reports, and what UI shows vs. hides

- Many of our users get confused between the portal vs. admin console vs. contributor sidebar which leads to inconsistency in data intake

- Integration with SFDC could be built out more deeply/customizable to be more useful for contextual information Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

- Single source of truth / repository for all customer feature requests and feedback

- More automated ways of providing visibility and communication in feature updates with automatic notifications/emails

- Saved product management's time in reviewing and responding to customer feature asks

- Helps guide high-level discussion and decision making by having the discussion where the data is Review collected by and hosted on G2.com.

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Response from Aaron Lapierre of UserVoice

Hi Hooman,

Thanks so much for your review and feedback! We really appreciate you taking the time out of your day to provide us with a rating and comprehensive review.

I have a couple of followup questions if you don't mind. This will help me better capture your feedback for future improvement.

- customizations on submission form, reports, ui views -- Could you provide more specifics on what you'd like to be able to customize? And if you have specific challenges you're trying to solve for, that would be helpful too.

- User confusion and inconsistent data intake -- can you clarify which type of user you're referring to and how you're directing them to UserVoice? Also, what kind of data inconsistencies are you seeing?

- SFDC integration -- the good news here is that we're actively working on adding additional segments (account size, customer type and plan type) to this integration. Keep an eye out in early December for this release. If there's still additional customization you would like to see, please do let us know.

Thanks again for the feedback! Feel free to reach out to your CSM or support@uservoice.com to have a quick chat about this feedback (or any other feedback you may have).

Cheers,

Aaron

Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The voting system & search feature is nice. Good way to reduce duplicate tickets (and potentially wasted effort in logging). Review collected by and hosted on G2.com.

What do you dislike?

Might be company specific, but uservoice can feel like a bit of a blackhole at times. I would like to see some sort of confirmation that my feature request has been acknowledged/reviewed.

I also find the two UIs - general and admin - a bit confusing. Just feels like I'm missing something core but can never put my finger on what it is. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Before we had tons of silo'd tools/processes for logging feature requests. This made it very difficult to see everything you've logged... Much less everything logged for a specific customer.

I personally haven't realized many benefits yet, but as this tool matures in our org, I can see this being a valuable addition. Review collected by and hosted on G2.com.

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Response from Aaron Lapierre of UserVoice

Hi Eric,

Thanks so much for your G2Crowd rating! We really appreciate you taking the time out of your day to provide us with a rating and a comprehensive review. We take your feedback to heart.

In regards to your comments - we have a few followup questions if you don't mind. This will help us capture your feedback appropriately…

"Might be company specific, but uservoice can feel like a bit of a blackhole at times. I would like to see some sort of confirmation that my feature request has been acknowledged/reviewed."

This makes sense, but what kind of confirmation are you envisioning? Something in the interface once you post a feature request? or are you thinking more of an email confirmation? Additionally, feel free to bring this up with your CSM and they can help discuss strategies on how to better manage feedback internally.

"I also find the two UIs - general and admin - a bit confusing. Just feels like I'm missing something core but can never put my finger on what it is."

If you could tell us more about how you interact with UserVoice (what kinds of things you are doing, what features you use in UserVoice and how you get to them) I'm sure we could provide some additional clarification to resolve any confusion.

Feel free to respond here or email us directly at support@uservoice.com.

Thanks!

Contracts Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I like the user engagement statistics and the side bar feature so that you can link a client idea easily via the platform they used. It makes things easier for capturing the correct names and emails. Being able to link to another webpage or to our slack system is also a really great idea - this helps us manage uservoice even when we do not have it opened up. Review collected by and hosted on G2.com.

What do you dislike?

There is nothing that I dislike about uservoice. Everything on the website is great and it is easy to navigate. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are using uservoice to manage development ideas for our software. The voting system is a great tool as it allows us to discover which ideas are the most popular between our clients. Review collected by and hosted on G2.com.

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AI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Easy to use

fastest way to connect directly with the end user.

end user can provide feedback on the fly. it can be embedded with your application in no time

hassle free SSO for seamless use of the product.

Useful Dashboards to keep an eye on the overall perspective of the customer on your product Review collected by and hosted on G2.com.

What do you dislike?

no SLA enabling mechanism, on breach of SLA it should trigger notifications for escalations.

mapping of "idea status" to team responsible for action is not available. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Easy to use and set up, no need to be techie to start using it.

find ways for better end user participation to realize profit/benefit early.

don't overthink keep the content simple and easy to use for the end-user Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Direct connect with the end users and crowd sourcing ideas for improvement.

Now we are getting the prioritized list of enhancement which we should focus which will improve CSAT and focused investment on the desired product. Review collected by and hosted on G2.com.

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AI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

We use UserVoice to collect and share customer feedback (new feature requests). I love the contributor sidebar, which makes it extremely easy to file new feedback on the go. We also surface UV insights in a Slack channel, which allows the entire company to see what customers are saying at any given time. Sometimes these Slack notifications turn into threads of highly productive conversation that lead to even better ideas.

Also, the support team is awesome! The few times I've had to reach out, the team has been extremely responsive and quick in resolving my issues. Review collected by and hosted on G2.com.

What do you dislike?

I personally don't use the native reporting section of the UV web app very much. If it were more robust/configurable, I might find myself there more often. What exactly would I like to see there though? Not 100% sure. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you're looking for a tool to help centralize your customer feedback, you've come to the right place. The web app may not be the most intuitive, but it gets the job done, and the team is extremely supportive. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

As mentioned above, we use UserVoice as a central hub where the entire organization collects customer feedback and logs new feature requests. This helps us prioritize our product roadmap and build what's important for our users. Review collected by and hosted on G2.com.

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UC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Simple web UI, sometimes deceptively simple, there's some initial overhead in ensuring that people use it properly and don't create duplicates. To that point, it has a great feature of searching existing Requests whilst you type in your new one.

This makes a big difference and it's great to get rid of that Spreadsheet that no one cares about or the bottomless pit JIRA project which worked as a stop gap! Review collected by and hosted on G2.com.

What do you dislike?

The Admin interface is not as intuitive as the Web portal but this is a minor point. Overall I'd recommend it! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Prioritization of Field requests for a rapid growth company is a challenge. Quantifying the impact of adding new features is a challenge. You have the Big spend Customer that wants a specific feature or a feature that satisfies a number of smaller customers, which one do you work first?

It also allows for better comms between field, product and engineering teams Review collected by and hosted on G2.com.

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AI
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Third party integrations with non-product tools such as Zendesk. Allows gateway of information from customer incidents to flow into Product more directly. Review collected by and hosted on G2.com.

What do you dislike?

Not necessarily intuitive given the number of integrated tools that go into using UserVoice. For instance, as a Cusomer Success focused Product Operations Manager, I am intimately familiar with Zendesk (and Clubhouse -- given that's what engineering uses). We currently lack any elegant Clubhouse flows, so really, only Zendesk is my real gateway into UserVoice. We also leverage Salesfoce a significant amount to detail our accounts in UserVoice -- but that is not something I use as that's more sales focused. As a result, I sometimes trip over trying to associate dollar amount values to issues I link from Zendesk -- and it is difficult for some of these priorities to easily bubble up when there are mismatces.

For instance, I had one customer that would have been one of our top 20 customers in terms of revenue with a pretty significant blocking issue. However, the company recently rebranded and had a different email domain. Because their Salesforce account was not updated to associate this new domain, adding feedback for the user did not really reflect the dollar amount, since the company name associated a different email domain.

If it was possible to have a bi-directional integration where I could do something like update emails or other miscellaneous information with Salesforce accounts from within UserVoice, that would be a huge boon for my needs as a Product Operations Manager. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Primarily I am able to associate dollar amount values to issues more easily. Rather than saying "a lot of our top customers" are having an issue, by linking our top customers against actual issues or feature requests, I am able to more readily justify it to Product.

Similarly, being able to group as well. Rather than simply having "a lot of customers", I can easily group issues together not only to show the breadth of impact to our customer base, but have a comprehensive list of customers to reach back out to for aiding in drafting a PRD or even to reach out to when the feature is able to be delivered. Review collected by and hosted on G2.com.

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Response from Aaron Lapierre of UserVoice

Hello!

Thanks so much for your G2Crowd rating! We really appreciate you taking the time out of your day to provide us with a rating and a comprehensive review.

Thanks for letting us know about the problems that arise from trying to keep several integrated systems in sync. As the integration is designed right now, we expect Salesforce to be your "source of truth" for email addresses and user information that we will sync to UserVoice.

But it makes sense that you would want to eliminate some of the issues with keeping data consistent by having a 2 way sync, and we have shared your feedback with our product team.

If there's ever anything we can do to help, please don't hesitate to reach out to us directly (either through your CSM or support@uservoice.com).

Cheers,

Aaron

UC
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

It is helpful at collecting ideas and topics, Review collected by and hosted on G2.com.

What do you dislike?

Metadata and tags must be added after the fact, versus the user submitting the idea suggesting these. The search capability is not elastic, rather rigid, resulting in a significant number of redundant ideas being entered but not tied together for purposes of evaluation. Reporting is non-existent, only searching and it's cryptic at best. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Provide for the ability to assess all potential enhancement ideas, collected from internal and external sources, in order to focus our R&D investments in the areas that are most relevant, popular, and revenue generating. Review collected by and hosted on G2.com.

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UC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I'm new to my org and they introduced me to UserVoice recently. My previous experience with similar products like Aha! and Pendo give me a good sense of this type of products. I have to say that the UV UI is superior. I feel is more intuitive (both for the customers that leave feedback and the admin panel). The metrics are insightful too. But the UI definitely makes it a better option. Review collected by and hosted on G2.com.

What do you dislike?

I like the UI a lot, but just like other software suites, showing only icons is confusing. I know it's a trend around SaaS products to make leaner UI experiences, but not all icons are intuitive for all people. I know it's hard to get to a middle point where everyone would be happy, but there's always room for improvement. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I admit I like it more compared to other similar products. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Feedback from internal and external customers. So far, I can see it is being used and accepted widely. Review collected by and hosted on G2.com.

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AN
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

It has a great analytical section for us to really see what type of clients are requesting enhancements Review collected by and hosted on G2.com.

What do you dislike?

We need a way of posting to everyone and it notify users. We use this for research and without being able to pose a new question, we are very limited in our research.

Users need to be notified when Public Comments are made on an idea they created, commented on, or voted on.

I need to be able to search by Jira ticket number. Having an integration is great but not being able to search by the Jira Ticket number from the admin view makes it hard to find a certain ticket.

As an admin, I need to know what ideas I’ve responded to without having to go through every single ticket. There may be a new comment with an idea that could be helpful to my research or there may be an idea someone has posted that needs my attention but without going through them one by one, I don’t know this.

The integration with Jira needs to break out the number of users and the title. This would help when we have to export our backlog in Jira to see how many people voted on an idea in UV. Right now, we have to manually type this for hundreds of tickets.

When an employee shares an idea from a client, I need it to show the client’s name. I don’t want clients seeing employees' names posting complaints. It is very unprofessional.

Users would like to subscribe and get notifications when someone posts a new idea to a particular category and have no way of doing this. This helps internal team members and external clients who only work in certain areas and want to know when someone posts an idea for the category that fits their job.

I need to have an admin per Forum. In order to be an admin of a particular forum, you have to be an admin for everything now. That does not work organizationally.

Even though the support group is great, it’s only emailing support. Being able to pick up the phone when there’s a problem would be so helpful.

It’s way too easy to click in out of the screen you’re in when you’re replying to an idea from the admin panel and lose all your progress.

We need the ability to archive or deactivate old tickets that haven’t had x number of votes in a certain time. I do not want to delete them but I also do not want to move them to a different Public Status that the users still can see but no longer vote on. I want the history and the ability to activate it again if I choose to. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are capturing our user's requests for our product and have several ways to communicate statuses with them on their topics. We are able to post more statuses to our users, really define them to match where we are in the process and UserVoice keeps the communications back and forth with our clients in one section which is useful Review collected by and hosted on G2.com.

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Response from Aaron Lapierre of UserVoice

Hello!

Thank you so much for taking the time to write a review and for providing us with this feedback. There are a few items around the nuance of our Jira integration, user notifications and views that I want to make sure we get you information on how to accomplish these. Our Success Team Manager will be reaching out to you directly.

For the rest, we've gone ahead and captured it into our own UserVoice forum for future consideration. In particular, I want to call out how you and your team are using it for furthering your own research - this is an area we're actively exploring right now. If you'd like to have a discussion with someone on our product team about research and surveying, please let your CSM know.

Thanks again for the review, we really appreciate it!

AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The tool is very simple to use and it allows us to easily organise and categorise client ideas. We can also quickly communicate our feedback on requests from customers and keep them up to date with how their request is progressing. It's very useful being able to have separate internal and external notes, so we can share thoughts on a request internally without having the update or conversation being made public.

The trending ideas list and also the email update is also very useful as it means we can focus on those requests without having to search or filter a long list for them.

The Roadmap tool is also very useful as it ensures we don't lose sight of the requests we have put through the pipeline. Review collected by and hosted on G2.com.

What do you dislike?

I really don't have much I don't like about this product! Sometimes if you have filters on and then update the status of an idea it can confuse the ordering of the list and the filters/ordering aren't the easiest to navigate however it is a minor thing which we easily workaround. I do recall we found the initial setup a bit confusing, but I think that was just a learning curve rather than an issue with the product itself.

It would also be really useful if we could have a good way to share the Roadmap with other people as a live link i.e. with AHA! you can product a live link so whenever the roadmap is updated, the link also gets updated. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Have a good look around the product before rolling out to customer base and decide how you want to use it and what your main goals are, that way you can be as familiar with it as possible before the requests start rolling in! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our customers love having a voice and input in to the direction of our product, it is also a very important part of the product management process to ensure we are building the right things. We have also managed to maintain customer satisfaction by doing some easy quick wins in a short space of time. We now have a good process in place for wishlist items, which is great. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I love being able to pull in analytics and see the whole picture of who is asking for help. Also, the integrations are so helpful. We link everything to Jira and to be able to see everything is helpful. Their email support team and CSMs are very nice and helpful. When we were in a bind and had to implement this fast, they did an amazing job of making sure that happened. I will always be grateful to Jake, our CSM, for his help with that and for Adam, our sales manager, for that. Review collected by and hosted on G2.com.

What do you dislike?

1. There's no way to see what you've done as an admin and what needs to be done without going to each individual post. This matters when you care about following up on items posted and want to ask more questions. You don't know if you've done that to anything without clicking on each item separately.

2. Public Comments don't email people that voted or posted on an idea.

3. There's no way to post a question for your users on a new post and have it notify people.

4. You can't move comments to another idea or to a separate, new idea. If a customer wants to submit an idea through an employee, the employee's name shows as who posted it unless you create an export to import in.

5. There's also no phone support to call if something bad happens and you need immediate help.

6. It isn't always clear what to do with new enhancements and how they can help you.

7. When responding to an idea on the admin panel, it's very easy to click on something else, which will close that screen and lose everything you've typed.

8. If you want a different forum, you can't have a separate admin for it. They have to be admin of everything.

9. You can't archive old ideas that you want to keep but no longer keep active. Either you can delete them or create a different public status, which still leaves the users seeing them but doesn't let them vote on them. I need some of them to be inactive if they haven't received too many votes after a certain amount of time.

10. Users can't subscribe to categories they're interested in seeing other posts about. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do you want to know if users are waiting for a response? If so, urge UV to update this before proceeding. If you want to make sure your users hear you and have an easy way to respond, you're going to have to do some workarounds. If you just want to take in information, not necessarily respond and get a lot of data about them, this is probably perfect. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We now have the ability to have SSO for our clients so we know the people we hear from are actually clients. We can also easily see analytical information about each idea and each user. This helps us in prioritizing requests that come in. Review collected by and hosted on G2.com.

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Response from Aaron Lapierre of UserVoice

Hello!

Thanks so much for the review and feedback, I really appreciate it! I'd like to address a few of the items you've flagged and hopefully provide ways to help overcome your challenges.

1. Check out the Ideas Insights page, in particular, "Ideas that need tidying up". This should help give more visibility here.

2. Users have the ability to enable comment notifications on Ideas they've submitted. They can find this in the user's profile page

3. This is a great idea, we've logged this into our own UserVoice site

4. If you have a comment that is its own idea, we recommend capturing that using the Contributor Sidebar. Re: feedback captured by employees on behalf of customers, this is a deliberate decision as we don't want end users thinking that we're posting as them when we capture their feedback.

5. Our Technical Success team has an SLA of < 4 business hours and is often well below that. If a call is necessary, we are more than happy to schedule a meeting to discuss. Providing live phone support isn't something we're able to offer today though.

6. What additional information would be helpful here for you? Additionally, feel free to reach out to your CSM to set up time to discuss specifically how you can take advantage of new functionality.

7. I see how that's annoying - I've got this logged as well.

8. Also logged!

9. In this case, Deleting actually Archives it (this should be renamed to avoid confusion). Once you delete it, you can find them again under the 'Deleted' status filter.

10. Admins have the ability to create saved views and further set up digest emails on new ideas that are created.

Hopefully you find these responses helpful! If not, feel free to reach out to us directly and we'd be more than happy to set up some time to walk through this in more detail.

Thanks again for the review!!

Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Visibility into a product's feature requests. It's been great to consolidate the different sources into one place. Also, being able to update internal folks and external customers on the state of a request has been great. Review collected by and hosted on G2.com.

What do you dislike?

It's quite difficult to maintain and there's a lot of process involved to make it work. Other than that, for my use cases as a product manager, I have to schedule time to investigate, see which requests are mine, and see any new requests. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Being able to consolidate customer requests and seeing how many customers are asking for it, what their ARR is and how we can prioritize. Review collected by and hosted on G2.com.

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