Avoid Unnecessary Complaints with UserVoice

Allison Howen — Thu, 27 Oct 2011 14:00:00 GMT

Have you ever been bombarded with questions that were avoidable simply by a customer's reading your FAQ page before sending out that help email?

While an option like Live Chat is an easy way to solve this problem, another solution comes from customer-engagement tool provider UserVoice, which claims that businesses can cut their overall customer-support tickets by 40 percent by using Instant Answers.

Instant Answers is part of UserVoice Full Service – a hosted feedback and help-desk solution – that enables companies to connect help requests with available Knowledge Base entries that are likely to provide customers with the exact information that they need.

Additionally, Instant Answers has just launched a new reporting tool that offers detailed insights on the performance of a company’s Knowledge Base. With data from Instant Answers Reporting, businesses can build more powerful Knowledge Bases that provide more answers to customers' questions. And according to the company, a more effective Knowledge Base that is formed from the insights of Instant Answer Reporting can save an average of $4, as well as seven minutes of a support representative’s time for each help ticket that is averted.

“We created Instant Answers to help solve an age-old problem - customers ask the same questions over and over again, yet most of them never check out a Knowledge Base before submitting a support ticket to see if they can get help faster through an FAQ,” says Richard White, founder and CEO at UserVoice. “Instant Answers connects customers with Knowledge Base entries right as they are typing in their help requests. We’re finding that combined with a solid Knowledge Base, Instant Answers gets customers the help they need instantly and can reduce the number of tickets submitted by a pretty significant amount. The new reporting tool adds even more value by giving companies the added insight they need to build a very powerful Knowledge Base that increases help ticket aversions. ”

UserVoice Full Service includes Instant Answers, UserVoice Feedback and UserVoice Helpdesk, and starts at $25 per month.

UserVoice is Full Service – Kudos

Pete Prestipino — Tue, 01 Mar 2011 15:31:00 GMT

Soliciting feedback and providing support to customers is an ongoing challenge for website owners and Internet professionals. While there is no shortage of acceptable solutions on the market today, there is always room for one more – particularly if it’s an innovative one and UserVoice’s Full Service offering fits the bill.

The customer engagement solution is unique in that it rewards support staff for replying quickly and receiving “kudos.” Pretty interesting, right?

The “Full Service” solution combines a hosted service for gathering and prioritizing product ideas from a customer base and a helpdesk support system - which is by far the most intriguing aspect.

Based on game mechanics and the concept of positive reinforcement, UserVoice seems to create an almost ‘fun’ environment for help teams as it gives customer the chance to thank support staff and enables those support staff to both enjoy the appreciation and track the positivity they bring to the customers. Support personnel can also watch the success rates of their fellow teammates via a group dashboard.

“Building customer loyalty is critical for startups to grow their revenue, but in today’s social world, getting there takes a more human approach to customer relationships,” said Richard White, founder and CEO of UserVoice. “A lot of our customers’ ideas went into Full Service. They told us they loved our feedback product but also needed a help desk solution that could be managed in the same environment. They felt most ticketing systems were clunky and painful and wanted the same excellent user experience as our existing UserVoice tools. With their ideas for direction, we built Full Service to raise the bar on what great customer engagement should be.”

Pricing for UserVoice Full Service, including UserVoice Feedback and UserVoice Helpdesk, start at $5 per month.

Website Magazine Coverage of UserVoice:
Capture Genuine User Feedback

'Net Features : uservoice

Avoid Unnecessary Complaints with UserVoice

UserVoice is Full Service – Kudos