{"id":2173,"date":"2012-03-05T21:37:45","date_gmt":"2012-03-05T21:37:45","guid":{"rendered":"http:\/\/bme2.flywheelsites.com\/blog\/managing-customer-feedback-with-uservoice\/"},"modified":"2020-01-18T01:27:16","modified_gmt":"2020-01-18T01:27:16","slug":"managing-customer-feedback-with-uservoice","status":"publish","type":"post","link":"https:\/\/www.benchmarkemail.com\/in\/managing-customer-feedback-with-uservoice\/","title":{"rendered":"Managing Customer Feedback with UserVoice"},"content":{"rendered":"

You\u2019ll notice a solid theme if you look at just about any of the hard hitting topics top media channels are discussing today, and that\u2019s streamlined attention to a customer base. The saying \u201cthe customer is always right\u201d has now shifted to an understanding that marketers need to know what the customer is going to say, think or want before they even know it.<\/p>\n

Consistent engagement is a huge component in understanding your customers and keeping them happy. Engagement gets you two things. One, it offers customers a way to reach you. Availability helps diffuse frustration and it helps customers get the answers they need quickly \u2013 which leads to a happy returning<\/i> customer. Second, it helps you understand your customers\u2026who they are, what type of concerns they have and what kind of information\/services they need.<\/p>\n

The creators of UserVoice<\/a> not only understood these customer feedback and management needs, they designed an entire software around it. Users can opt-in for either feedback solutions, helpdesk solutions or both. Feedback options allow users to submit\/discuss ideas without having to sign up for new accounts, which often deter participation. The software helps push forward the best ideas while their fraud prevention system ensures authentic feedback through \u201cunique voting systems\u201d often used in feedback polls. The key here is probably in the fact that the feedback process doesn\u2019t exclude the customer once they\u2019ve submitted their thoughts; customers are kept engaged via email throughout the process.<\/p>\n

Feedback software fees are set in three tiers at $15\/month per agent (Plus Package), $45\/month per agent (Premium Package) and $95\/month per agent (Ultimate Package). The Plus gets you domain aliasing, feedback widgets and customer logo\/colors, whereas Premium offers single sign-on, private communities and custom CSS. Finally, Ultimate offers advanced security, pre-moderation and fully customizable design.<\/p>\n

UserVoice\u2019s Helpdesk Management Software lets users track and respond to issues in a simple and effective way. The helpdesk creates support tickets so you don\u2019t lose track of customers and issues. The system makes it easy to be notified of issues, respond to them and track support requests through the software\u2019s interface. Users can also change system settings to notify them via email rather than having to engage the interface.<\/p>\n

There are a lot of ways to engage with customers, and UserVoice has included some of the best-rated solutions. Beyond simple interfaces, the software offers game mechanics and built-in leadership to make it less of a chore to engage in the customer relations. Customers can also \u201clike\u201d your service efforts by giving \u201ckudos\u201d along any step of the way \u2013 which is helpful when tracking what\u2019s working and what\u2019s not as far as customer service goes. And your team can save a ton of time by offering customers instant answers to frequently asked questions.<\/p>\n

UserVoice packages are similar to their Feedback tiers, with Plus ($15), Premium ($35) and Ultimate ($65). However, what you get varies widely. Plus gets you an \u201cinstant answers\u201d widget, knowledge base and domain aliasing. You can build on that with Premium, which includes customer CSS, single sign-on and unlimited custom fields; alternatively, Ultimate gets users a fully customizable design, unlimited email addresses and paper invoicing.<\/p>\n

Users interested in both the Feedback and HelpDesk features can get the software at competitive rates compared to just one feature alone. Getting both gets you case tracking, instant answers and prioritized feedback, all under one roof. Of course, you can always take advantage of their 30-day free trial if you\u2019re not sure about the benefits of either a feedback or helpdesk system, or if you want to see which one is best for your company.<\/p>\n","protected":false},"excerpt":{"rendered":"

You\u2019ll notice a solid theme if you look at just about any of the hard hitting topics top media channels are discussing today, and that\u2019s streamlined attention to a customer base. 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