Da 15 anni aiutiamo le aziende italiane
a scegliere i migliori software

Informazioni su UserVoice

UserVoice raccoglie e organizza feedback da diverse fonti per fornire una visione chiara e fruibile dei feedback degli utenti.

Ulteriori informazioni su UserVoice

Aspetti positivi:

Super easy to integrate support ticket system in any web app.

Aspetti negativi:

It's a bit slow (loading time) when clicking on links within the dashboard. No mobile app for ticket agents.

Valutazioni di UserVoice

Punteggio medio

Facilità d'uso
4,2
Servizio clienti
4,1
Caratteristiche
3,8
Rapporto qualità-prezzo
3,8

Lo consiglieresti?

7,6/10

UserVoice ha una valutazione complessiva di 4,3 stelle su 5, calcolata sulla base di 70 recensioni degli utenti di Capterra.

Hai già usato UserVoice?

Condividi la tua esperienza con altri acquirenti.

Filtra le recensioni (70)

Utente Verificato
Utente LinkedIn Verificato
Import & Export, 11-50 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Tutto sommato fa quel che deve fare.

4,0 10 mesi fa

Aspetti positivi:

Secondo me riesce a coinvolgere i clienti quindi rende più partecipi tutti, che non è male, per ricevere giudizi o consigli, per migliorare elementi critici e rispondere al meglio alle esigenze. Fermo restando che poi, le decisioni vengono comunque prese dall'azienda e questa funzione non è quindi garanzia di ricevere quel che si vuole (ovviamente)

Aspetti negativi:

Con la gestione delle richieste multiple ci si spende più tempo e forse è difficile starci dietro, diventa più complicato.Per il resto non abbiamo riscontrato altri punti critici.

Jessica
Jessica
Curriculum Coordinator (USA)
Utente LinkedIn Verificato
E-learning, 11-50 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Gives us almost everything we need for a great price

5,0 6 anni fa

Commenti: UserVoice is used by our support team to answer users' questions and provide information as needed. It helps us manage our support tickets and provides a way for our learners to easily provide feedback.

Aspetti positivi:

We've used UserVoice for a number of years now and it's really been almost everything we've needed from a support ticket system. It allows us to quickly and easily manage users' questions and provide answers and feedback. One great thing we've gotten from it is creating our "knowledge base," which helps us both answer frequent questions more quickly (by using the drop down feature to pre-fill a response with an answer from the knowledge base) as well as providing a ready-made FAQs page for our site. Agents can easily be assigned to different tickets and it's clear who is responding to what ticket, which was problematic in our old system and we often had multiple people answering the same question at the same time.

Aspetti negativi:

On the other hand, UserVoice hasn't always been great about catching obvious spam and we have to do a fair amount of blacklisting manually. We offer content in Spanish, Portuguese, and English but you can only set it to one language, so right now we have a completely separate support system for our Spanish and Portuguese learners. And oddly, they have no online/email tech support available. You have to call if you have an issue. :(

Tasha
Product Manager (USA)
Software informatici, 11-50 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Alternative considerate:

Great product, miss their help desk software

5,0 3 anni fa

Commenti: I wish they still offered their help desk software.

Aspetti positivi:

I used uservoice for their help desk software. At the time, they didn't have any in-app heads up messages so I got pressure from our [SENSITIVE CONTENT] to consolidate our systems and use intercom for help desk and in-app messages. It didn't take long to realize the mistake that was made. Uservoice was far superior than intercom for help desk interactions and help articles. Their ability to track how many tickets never made it to our inbox because they were solved by serving up a help doc was really useful.

Aspetti negativi:

At the time, they didn't off any heads up or bulk messaging to all users. We couldn't send out bulk communications when we were having an outage or we were releasing new features.

Anand
Anand
VP (USA)
Utente LinkedIn Verificato
Software informatici, 11-50 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

not recommended

3,0 5 anni fa

Aspetti positivi:

Still not gotten a good walk through of the product from the Customer success, i hate these lengthy email coms and want a slack channel to get going fast.

Aspetti negativi:

its not so intuitive and no good examples listed and process is not very clear

Risposta di UserVoice

5 anni fa

Hi Anand, Thanks for taking some time to share your review of our product here. We care a lot about making sure our users get the most out of our product, and I'm truly sorry to hear that you are finding it is taking longer than expected for you to get fully up and running with UserVoice. I've reached out to our Customer Success Lead about this, and they will be following up with you shortly. We've done our best to design our onboarding process to be as impactful as possible for our customers, but we're always open to improving things. We'd would love any specific ideas you have for improving this experience if you'd be willing to share them with us. -- Heather McCloskey

Megan
Megan
Product Owner (USA)
Utente LinkedIn Verificato
Gestione formativa, 5.001-10.000 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

We and our clients love UserVoice, big improvement to feedback loop & transparency!

5,0 5 anni fa

Commenti: Benefits have been getting a better pulse from our clients on what matters to them most (more than just the squeaky wheels), gives me a pool of clients that have interest on a topic and are engage to do customer interviews with, makes our clients happy to have somewhere that they can see their voice being heard!

Aspetti positivi:

The best part of UserVoice is getting more and consistent feedback from our users. Right away we had things that got voted to the top that were not even on our radar from client conversations/interviews and other internal feedback. Gives me a pool of people invested in our product to contact for interviews and digging into the 'why's' around their requests. Our internal folks love it as they have somewhere to point our users to that they know will get them heard without them having to be the go between. We have an annual conference, and i had numerous clients come up and tell me that they absolutely love UserVoice.

Aspetti negativi:

The main struggle is getting the time to keep on top of it, we get so many ideas! The dashboard doesn't give me much information, may be due to our set up, I always head right into a view of the ideas so would love to be able to bypass that page.

Ekaterina
Senior Product Owner (Canada)
Utente LinkedIn Verificato
Software informatici, 51-200 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

It's time to leverage your product management

4,0 5 anni fa

Commenti: We use UserVoice for constant communication with customers and collecting their requests and votes. It works really great for planning roadmap, not only by gut feelings but real numbers also. The really smart and powerful tool of analysing and visualizing insights.

Aspetti positivi:

UserVoice is not only a great tool to manage clients request and communicate with them. It also helps the product management team to communicate with others in a company. It helps to analyse and visualize this communication. I like the constant updates, a great knowledge base. The most amazing part for me that guys are using their own tool for their product management.

Aspetti negativi:

Sometimes it's hard to navigate in so many coloured numbers on the screen.

Utente Verificato
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 2-10 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Feedback manager

4,0 2 anni fa

Commenti: We currently use the Knowledge Base, the Idea Dashboard, and the Support tickets system.

Aspetti positivi:

Tracking using feedback, and voting on ideas was the entry point and was quite innovative when we started using the system several years ago. The widget to get feedback integrated into your web application is great and the user can self serve from Knowledge base articles, other users' ideas, or ask our support team.

Aspetti negativi:

The product backend is quite outdated in UX and over the years it becomes more complex (at least for the size of my company). I suppose this is due to a switch on the types of customers Uservoice targets now (Microsoft-like). The knowledge base is not multilanguage, so you have to create multiple versions of the articles, one in each language, and group them using Categories.

Sam
UX Designer (USA)
Telecomunicazioni, 11-50 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Good but Bloated

5,0 6 mesi fa

Commenti: Overall, the experience has been positive, but we do question the value we get out of the idea management board for what we pay.

Aspetti positivi:

The knowledge board and upvoting features are easy to use. It is easy to manage the ideas, respond to users, and send messages. It is easy for others in the company to contribute ideas from users.

Aspetti negativi:

There are a lot of features we don't use which sometimes makes the cost a little high for what we are using it for.

Girivaru
Girivaru
Customer Success Manager (India)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 501-1.000 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Good KB portal for mid size product company

4,0 6 anni fa

Commenti: I was able to launch any KB article with proper tagging and with Ease,
I had a seperate segment for crowdsourcing ideas it was great feature for me

Aspetti positivi:

Editor capabilities in Uservoice are not present in any other similar products, which makes it stand out of market

Aspetti negativi:

Mid companies would like any content to have SEO,SEM capabilities. A must required as I want even my KB content to perform

Michael
Michael
Director Product Development (USA)
Utente LinkedIn Verificato
Software informatici, 51-200 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Great product tool to aid in customer discovery and research

4,0 6 anni fa

Commenti: Great product tool to aid in customer discovery and research.

Aspetti positivi:

Uservoice has a great api that makes it easy to add custom components to your app or web pages and makes it easy for users to provide feedback.

Aspetti negativi:

The newest version is not as easy to navigate as the old one, but did add some great new features to the list.

Utente Verificato
Utente LinkedIn Verificato
Software informatici, 501-1.000 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Good product suggestion platform

4,0 7 anni fa

Commenti: It allows us to get feedback on our product from users.

Aspetti positivi:

I like that this product allows you to quickly and easily collect feedback from your users on things they would like to see changed. The voting system is really cool as it allows other users to vote on good ideas in an easily quantifiable way.

Aspetti negativi:

I wish it was a bit easier to have similar ideas merged together. Its a painstaking manual process to individually merge similar ideas.

Aaron
Product Manager (USA)
Software informatici, 201-500 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Excels on the customer feedback loop

4,0 5 anni fa

Commenti: Despite my several gripes, UserVoice is an excellent product that I would recommend to any organization that wants to focus on improved communication and transparency between the Product Management organization and the customers they serve. UserVoice is very responsible and their product has an excellent User Experience team that ensures features are always easy to use.

Aspetti positivi:

What I love about this platform is that when customers submit ideas it makes it easy for them to stay in the loop on what happens to their idea. Often times companies that accept Enhancement Requests from their customers, typically go into a "black hole" where the customer never knows what happens. Even if the ER gets delivered and makes its way into the product, the customer isn't told. With UserVoice, it makes it really easy via their email notifications and User Portal for customers submit ideas, make sure the ideas are not duplicated during the submission process, and then they are able to stay current on the discussion that that idea leads to so they know if the idea is something that is declined, something we will hold off on, or something we plan to deliver in on the near term roadmap. I also like the roadmap capabilities that UserVoice is developing, it shows a lot of promise, but isn't currently full featured and is more in the beginning stages of being built out.

Aspetti negativi:

Three things: 1) And this is most important, it would be great if Customers who log into the public User Portal could see all of the ideas from their company/account. Today we have to manually generate reports so they can see the status of all ideas originating from their organization, but this should really be a feature of the User Portal that our customers can just do themselves, self-service. 2) The User and Account management in UserVoice leaves a lot to be desired. Today you can't do basic things like change the name or email address of an account. The supported ways of doing this are, A) The customer does it themselves B) The SAML or SSO integration passes updated information to UserVoice during the authentication process C) you make the change via API or a CSV upload file 3) We would like to see more functionality added to the user type called "Contributors" so the PM team can offload, delegate work to other parts of our organization. Currently Contributors are too limited .

Phil
Phil
VP (USA)
Utente LinkedIn Verificato
Software informatici, 2-10 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Alternative considerate:

Great product for keeping track of software wishlist

5,0 2 anni fa

Commenti: We've used it for 8 years and loved the features it provides for our small team.

Aspetti positivi:

Easy to set up.Low cost to start.Issue tracking is great.Great way to keep a knowledgebase

Aspetti negativi:

We've used Uservoice for 8 years and haven't found much we don't like about it. The only thing I can think of is sometimes customer emails get blocked for no reason so we don't get their support ticket. Uservoice is great to work with when getting these resolved.

Utente Verificato
Utente LinkedIn Verificato
Gestione formativa, 501-1.000 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Game Changer

5,0 5 anni fa

Commenti: This is something we have been looking for since our company established our Product Management department. The ability to reach subscribers in mass with basically one click is a game changer for us.

Aspetti positivi:

The feedback loop - that is huge for our company - making sure the information gets back to the correct people. The implementation process was well laid out and the UserVoice team is great to work with! The analytics available is crucial in setting our Road Map.

Aspetti negativi:

We have some 'company' specific features that our end users were accustomed to with our old format so from that perspective it would aid in the transition to UserVoice. With that said, our hope is eventually those features will be a thing of the past!

Morgan
Customer Support (Canada)
Software informatici, 2-10 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione
Fonte: SoftwareAdvice

Great Help Desk Software with a few Quirks

4,0 6 anni fa

Aspetti positivi:

Easy to use and the interface is somewhat intuitive. Works great for startups and smaller companies as this is the size of the company I am in. Support seems responsive and quick at fixing any problems.

Aspetti negativi:

Sometimes a clunky interface with glitches which are not fixed quickly. Could work on their mobile UX for better ease of use.

Lauren
Wholesale Manager (USA)
Salute, benessere e fitness, Lavoratore autonomo
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Good for what it is...

4,0 5 anni fa

Commenti: We have been using UV for 3 years and it has been working for us for the most part. We recently wanted to add another brand and they were unable to support that so we had to look into migrating to another provider.

Aspetti positivi:

The platform is a little outdated but it is easy to use.

Aspetti negativi:

They do not offer muliple brands and do not have an app

Jean-Philippe
Jean-Philippe
User researcher (Canada)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 201-500 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Great feedback/suggestion/feature request forums!

5,0 5 anni fa

Commenti: With UserVoice we easily gather feedback from our user, use the threads to make discussions happen and also communicate with our users when new feature are up and ready.

Aspetti positivi:

The forum moderation options are crucial for feature request/suggestion forums and with UserVoice, they are all there and simple to use. Also we use the widget to gather user feedback directly in our tools.

Aspetti negativi:

You need to know how to code CSS and HTML if you want to customize the forums.

Kieran
Director, Customer Success (Taiwan)
Gestione formativa, 201-500 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Drives efficiency

4,0 3 anni fa

Aspetti positivi:

A simpler platform to other support desks, but allows you to focus on the primary need at hand: solving tickets. Myself and my team have never been more efficient Love the Kudos

Aspetti negativi:

Has limitations in dashboards and tracking staff

wendy
wendy
Interior Design (USA)
Utente LinkedIn Verificato
Design, Lavoratore autonomo
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Accumulate, Analyze, activate

5,0 5 anni fa

Commenti: I appreciate that they cover so much, but I think they make it harder than it should be. Although, I have a small business. A large business would probably use this more.

Aspetti positivi:

I like that this software has a feedback forum. Customers can vote and they have a keyword search which is really nice for the clients customers. The client can even block some and have some subscribe to future status updates and you can tie all the revenues and analyze opportunities lost and lost revenue.

Aspetti negativi:

It does seem really busy on the site. Less is more sometimes

Robert
Product Manager (USA)
Utente LinkedIn Verificato
Dispositivi medici, 201-500 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

UserVoice Product Review - Sound

5,0 5 anni fa

Commenti: Improved communication within departments has been the biggest problem solved with UserVoice. There is significantly less confusion about what features are being worked on, and when they will be available to our end users.

Aspetti positivi:

This software platform has taken our Product Development efforts to another level. Our team now has a better idea of what our end users (and internal staff) would like to see as new features, and are now able to communicate directly with our contributors using a single platform. We are the first in our industry to have this functionality and we are excited for what it will bring to future products!

Aspetti negativi:

The initial push to get going wasn't as easy as we thought, but we have found that marketing efforts and social media have helped really get things going. We still need to get our Dynamics 365 integration going, which should only make things better

Adam
Director of Marketing (USA)
Software informatici
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione
Fonte: SoftwareAdvice

UserVoice keeps feature requests prioritized and organized!

4,5 8 anni fa

Aspetti positivi:

UserVoice does a great job at tracking feature requests and allowing customers to "up-vote" existing requests. Listening to ever customer becomes a slippery slope and can distract your team from the product roadmap and ultimate vision. By allowing customers to see if their requests already exist and "up-vote," your team can clearly see features that will benefit the masses - these are the request to seriously consider. UserVoice helps automate and streamline this process.

Aspetti negativi:

When I think of UserVoice, nothing negative comes to mind. It just works how it is intended to work :)

Vincent
Vincent
CEO / Founder
Ha utilizzato il software per: Non specificato
Fonte della recensione

UserVoice helps us provide better support to our users and build a product that they love

5,0 10 anni fa

Commenti: UserVoice is a great fit for us. Our tool lives around the web on many websites and devices, so we really needed an in-app solution - and that's exactly what we got with UserVoice. It's extremely easy to use and very efficient for our support team to provide amazing support to our users. From inserting help articles directly into email responses, to keeping track of individual user interactions, UserVoice helps us operate more efficiently. UserVoice is very well designed and built. Over our 2 years with them, have never had any issue with the product. They also are continuously improving their analytics and admin dashboards that empower us to become more data driven as they develop. There customer support is superb. They always answer questions that we have very quickly and provide complete and thorough answers. You will never feel like you are talking to a robot because their support team is very friendly, personable and professional. The analytics and reports on our feature requests, all components of our support streams, and users. It makes it extremely quick to query the reports and find the exact insights that we need to help us make Product and Business decisions.

Luis
Founder (Spagna)
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Simple way to have support tickets in your web app

3,0 7 anni fa

Aspetti positivi:

Super easy to integrate support ticket system in any web app. Also, the screenshot feature has been proved super-useful for our users when communicating a problem, and the feature-suggestion part is also a win.

Aspetti negativi:

Email integration can be a bit confusing: it's not 100% clear if email is sent to the ticket author when replying an email ticket.

Nick
Director of Sales (USA)
Software informatici
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione
Fonte: SoftwareAdvice

Great Support Portal, but Not Quite Enough

4,0 9 anni fa

Aspetti positivi:

UserVoice is a great and simple system to use for Customer Support. I run Support at my SaaS company, Personify. It's been a fantastic way to ensure that we give our users World-Class support, and help, as they get up and running with our Products.

Aspetti negativi:

We ended up moving to Desk.com for our next generation of products, for the simple but powerful reason that they offer better multilingual support.

Ching-Mei
CoFounder, Head of Product (Taiwan)
Software informatici
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione
Fonte: SoftwareAdvice

Using Uservoice as our app's main ticketing service since 2011.

3,5 9 anni fa

Aspetti positivi:

Canned responses that can easily be turned into public FAQ responses and Instant Answers.

Aspetti negativi:

It's a bit slow (loading time) when clicking on links within the dashboard. No mobile app for ticket agents. When you cc someone on a ticket, the cc-ed recipient cannot see the customer's email address. Quite hard to navigate through the interface. Can only upload profile picture through Gravatar :(