UserVoice
Centralize product feedback, transform it into customer intelligence, and build better products.
Executive Summary
UserVoice is a comprehensive customer feedback management solution designed to help product teams effectively gather, analyze, and act on user insights. It centralizes feedback from various channels, enabling organizations to prioritize features and improvements based on real user needs. The platform empowers product managers, UX designers, and customer success teams to make data-driven decisions and align product development with customer expectations.
Use Cases
- Prioritizing product features based on validated user demand and business impact.
- Identifying key customer pain points and developing solutions that resonate with the user base.
- Transforming scattered customer input from various channels into actionable data for product development.
- Building customer-driven product roadmaps that align with strategic company goals.
- Reducing customer churn by addressing critical feedback from at-risk customer segments.
- Informing sales strategies by understanding feature requests from closed/lost deals.
Features
Visibility
- Overall Idea Activity Report: Summarizes all ideas, comments, end-user votes, and contributor feedback across the account to gauge engagement and participation.
- Activity by Source/Forum/Team: Provides detailed reports on feedback activity segmented by its origin (e.g., direct from users, internal teams) or specific forums.
- Customer Snapshot Information: Offers quick visibility into crucial customer data like account revenue, status, and recent activity directly from any idea detail page.
Intelligence
- AI Themes: Automatically identifies and groups common topics and trends within customer feedback, simplifying analysis and insight generation.
- Urgency Scoring: Automatically calculates an urgency score for ideas based on sentiment in titles, descriptions, feedback, and comments to aid prioritization.
- Impact Reports: Analyzes customer pain points and uncovers business value in feedback, helping to validate strategic initiatives and prioritize product enhancements.
- Customer Segmentation: Allows filtering and analysis of ideas based on specific customer segments, such as top-tier customers or those representing high MRR.
Support
- Feedback Portals: Customizable, customer-facing web portals where users can submit new ideas, vote on existing suggestions, and track their status.
- Public Status Updates: Enables teams to update the status of ideas and suggestions, keeping customers informed about product development progress.
- Contributor Sidebar: A browser extension for customer-facing teams to easily capture and relay feedback from customer interactions directly into UserVoice.
Technical Specifications
- Architecture
- Cloud-native SaaS
- Deployment
- Cloud/SaaS
- Authentication
- SSO, Google/Facebook Sign-in, Standard Email/Password
- API Available
- Yes
- MCP Server
- No
Infrastructure
- Google Cloud Platform
- AWS (for backups)
AI/ML Stack
- NLP
- Machine Learning
Integrations
- Salesforce
- Slack
- Jira
- Zendesk
- Intercom
Security & Compliance
Certifications: SOC 2 Type II, PCI-DSS, EU-US Privacy Shield, Swiss-US Privacy Shield, WCAG Compliant
Encryption: AES-256 at rest, TLS 1.3 in transit, individual PII elements encrypted within database records.
Pricing
- Model
- Tiered subscription, per unique end user/month, with annual or quarterly billing.
- Starting Price
- Starts at $199/month (Validation plan), with other plans ranging from $799/month (Essentials) to $1,499/month (Premium). Enterprise plans are custom.
- Target Customer
- Mid-market to Enterprise, particularly large companies with complex feedback management needs.
- Contract Type
- Quarterly or Annual minimums, with discounts for annual billing.
- Free Trial
- Yes, 21 days (credit card required)
About UserVoice
UserVoice is a Software-as-a-Service (SaaS) company that provides a customer intelligence and product insight platform. It enables businesses to collect, analyze, and act on customer feedback to inform product development decisions. The company was acquired by Curious VC.