UserVoice Combines Feedback and Help Desk Tools Into New “Full Service” Customer Engagement Solution

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Built with game mechanics, easy-to-use engagement solution makes support process fun and positive for help teams and customers

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Our customers told us they loved our feedback product but also needed a help desk solution that could be managed in the same environment. We built Full Service to raise the bar on what great customer engagement should be.

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UserVoice, the company that helps businesses make their customers happy, today announced UserVoice Full Service, a customer engagement solution starting at just $5 per month that bundles both feedback and help desk capabilities into a single, easy-to-manage environment. Ideal for startups with small teams who simultaneously juggle multiple support, marketing and product development roles, Full Service was created to simplify the customer engagement process and help businesses surpass the kind of “just satisfied” experiences that leave customers feeling underwhelmed. With the feedback and support tools available in Full Service, businesses can develop long-lasting customer relationships that grow revenue by creating great products connected to customer needs, delivering exceptional customer support and providing a higher-touch communications experience spanning beyond minimum sales and support channels.

“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.”

UserVoice Full Service offers a unique combination of engagement tools that create opportunities for businesses to form and retain lasting customer relationships. Including UserVoice Feedback, the company’s flagship hosted service for gathering and prioritizing product ideas directly from a business’s customer base, the solution also introduces UserVoice Helpdesk, a new customer support system based on game mechanics and the concept of positive reinforcement. Together, these capabilities empower businesses to build customer loyalty, increase revenue and put help teams in a more positive position to make customers happy.

New UserVoice Helpdesk
UserVoice Helpdesk is a new support system that lets businesses better engage with customers the minute they need help. Helpdesk transforms the often-frustrating support process into a positive experience that leaves a business’s customers feeling cared for and their support teams feeling appreciated and valued. Simple-to-use and web-based, Helpdesk is available anywhere, anytime and lets support teams quickly and efficiently respond when their customers reach out for answers.

Based on positive reinforcement and game mechanics, UserVoice Helpdesk creates an element of fun for help teams by giving customers the chance to thank the support professional who makes them happy. These professionals in turn, enjoy the appreciation and track the positivity they bring to the customers they support while also watching the success rates of their fellow teammates via a group dashboard. With a method to monitor customer appreciation, Helpdesk enables businesses to easily quantify customer happiness and track team progress over time.

Helpdesk also features Instant Answers, an integrated knowledge base that automatically provides answers to recurring support questions. The knowledge base instantly gives answers to customers seeking support for common issues, which lets support teams focus on customers who need more personal attention. With Helpdesk, customers are happy from the fast and helpful responses they received, support teams are positively reinforced and more engaged in a fun game-like atmosphere, and the customer engagement process is much more friendly and humane for everyone involved.

UserVoice Feedback
With 8 million unique visitors every month and more than 55,000 subscribers, UserVoice Feedback originated the concept of the feedback tab that is deployed today on thousands of business and consumer websites. UserVoice Feedback gives businesses a simple process for gathering and prioritizing product ideas and input directly from a business’s customer base. A hosted service, Feedback distills large amounts of audience Feedback into a prioritized, actionable set of suggestions a business’s customers find most important. While it doesn’t make sense to fulfill every suggestion, Feedback helps businesses stay more informed of the most relevant insight that helps them make better development decisions; deliver products more closely aligned with customer needs and improve communications with customers by explaining product direction and choices as part of the Feedback process. UserVoice Feedback lets businesses offer their customers a positive engagement experience that keeps them connected and happy.

Availability and Pricing
UserVoice Full Service, including UserVoice Feedback and UserVoice Helpdesk is now available. Pricing plans start at $5 per month. UserVoice Feedback is also available separately. For more detailed pricing information, please visit uservoice.com/plans

About UserVoice
UserVoice helps businesses make their customers happy. Founded in 2008, UserVoice delivers customer engagement solutions that create opportunities for businesses to build and retain lasting customer relationships. With more than 55,000 subscribers, UserVoice products include UserVoice Feedback, a hosted tool for gathering and prioritizing product ideas directly from a business’s customer base and UserVoice  Full Service, a hosted, customer engagement solution that bundles Feedback and support capabilities into a single, easy-to-manage environment. For more information on UserVoice, please visit uservoice.com.

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