UserVoice

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.

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.

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.