You’ve probably seen UserVoice come up a few times already on the site here. Their head of community Evan Hamilton was on the podcast a few episodes ago. The UserVoice team really gets customer support so let’s take a look at their support app itself.
More than a helpdesk
UserVoice provides the whole deal. When you sign up with them, you’ll get
- Feedback forums to let your customers help you know what’s important to them.
- A knowledge base to provide customers with a self-service tool.
- A support ticket system to track customer interactions when they reach out for help.
- Metrics and reporting for all of that.
It’s definitely targeted towards the company that wants everything in one system.
Inside the app
Gotta love the design. When I tried it out, there wasn’t any moments of confusion or wondering how to do something. The app has a natural flow to everything that you’ll be able to pick up quick. You shouldn’t need any training at all to get up and running.
The app itself has all the things you’d expect – incoming tickets from chat, email, phone, help site, etc. You can set up custom rules to route tickets to specific teams or people. There’s a place to set up snippets so you can reply back to customers faster.
The reporting tool is great. It’ll show you what parts of your product are causing confusion or anxiety. You can see where help articles solve a customer’s question so they didn’t have to write in to the team. There’s even a leaderboard to track how your team is doing and encourage some friendly competition.
Pricing’s a little confusing a first glance. There’s a free plan that gets you one agent and the essentials to get started. For the paid plans, it starts at $20/month per support agent with the highest plan topping out at $95/month per support agent. Each tier gets you more tools and customization options.
Of course, there’s a free trial so you can check it out before ever having to pay a dime. Find all the plans here.
When it comes to supporting customers, it’s all about communication. UserVoice’s support app makes that communication clear and easy.
Still on the fence? They have a great section of the site dedicated to how other people are using their app. From support managers to community managers and even product managers, they shared stories from their team and customers on how best to use the app. If you’re not sold on trying them out, definitely check that page out here.
For the team that want’s all of their help and support tools wrapped up inside one, nice package, check out Uservoice here.