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This talk was given at the first UserVoice User Summit held in San Francisco, CA on March 21st. In this talk UserVoice CEO Richard White covers company milestones and his core beliefs about the future of customer care which lead to the creation of the new Touchpoint Toolkit (http://uservoice.com/touchpoint-tookit)
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Hi
182A YEAR AGO
people saw a UserVoice widget every second
people saw a UserVoice widget every second which is ...
people every month across 170 different countries and 43 languages (translated courtesy of UserVoice users)
182450MM
A YEAR AGO
363943MM
110%
NOW
people saw a UserVoice widget every second which is ...
people every month across 170 different countries and 43 languages (translated courtesy of UserVoice users)
A YEAR AGO
1MM tickets have be handled by UserVoice Helpdesk
NOW
5MM tickets have be handled by UserVoice Helpdesk
890K per month
NOW
5MM tickets have be handled by UserVoice Helpdesk
people have logged into their UserVoice admin console the last 30 days.
890K per month
35,000127%
A YEAR AGO
17% of accounts saved money when we launched a free version of helpdesk.
in savings for those accounts.$25K
THIS YEAR
87% of accounts saved money or gained new functionality for free.
in savings for those accounts.$258K
200 people came out to learn how to keep their customers (happy).
said they would attend again.97%
Customer retention is the new acquisitionIt’s getting more expensive to acquire customers as marketing channels become saturated. Subscription businesses live and die by retention. The best way to retain customers is through great service but more importantly by building the product they want.
Customer retention is the new acquisitionIt’s getting more expensive to acquire customers as marketing channels become saturated. Subscription businesses live and die by retention. The best way to retain customers is through great service but more importantly by building the product they want.
Social media is the catalyst of, but not the medium of, the futureTwitter is the small claims court of bad support. It’s forcing companies to re-examine the cost of providing poor service through the traditional channels that users prefer.
Customer retention is the new acquisitionIt’s getting more expensive to acquire customers as marketing channels become saturated. Subscription businesses live and die by retention. The best way to retain customers is through great service but more importantly by building the product they want.
Social media is the catalyst of, but not the medium of, the futureTwitter is the small claims court of bad support. It’s forcing companies to re-examine the cost of providing poor service through the traditional channels that users prefer.
Excellent customer service, like performance, is a killer feature.The way to achieve excellent service is by building it into your product.
"People were not yet used to social networking ... In retrospect, things like Twitter and Facebook had to get big to establish user comfort and brand comfort. We’ve always thought the next logical step after that was more direct ownership. I think the timing makes more sense for that now."
Marc AndresseenFast Company, March 2013
The customer portal is dead. Be where your users are.And it isn’t Facebook: it’s inside your app. Make getting support or giving feedback a great in-app experience.
The customer portal is dead. Be where your users are.And it isn’t Facebook: it’s inside your app. Make getting support or giving feedback a great in-app experience.
Be proactively soliciting for inputCreate ways for users to engage outside of when they have a problem. Get out from behind your help desk.
The customer portal is dead. Be where your users are.And it isn’t Facebook: it’s inside your app. Make getting support or giving feedback a great in-app experience.
Be proactively soliciting for inputCreate ways for users to engage outside of when they have a problem. Get out from behind your help desk.
Drive engagement around meaningful, win-win content.That which is actionable to the company and important to users. Move beyond the shallow pond of “likes” and “follows”. No flying banner 10 minute surveys either.
The customer portal is dead. Be where your users are.And it isn’t Facebook: it’s inside your app. Make getting support or giving feedback a great in-app experience.
Be proactively soliciting for inputCreate ways for users to engage outside of when they have a problem. Get out from behind your help desk.
Drive engagement around meaningful, win-win content.That which is actionable to the company and important to users. Move beyond the shallow pond of “likes” and “follows”. No flying banner 10 minute surveys either.
Meaningful content needs meaningful analyticsWe can do better than social media vanity metrics.
NEW
NEW
Instant Answers
40% of contact requests can be Instantly Answered
improvement in Instant Answers rate with this simplified linear contact experience.
18%
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cessed and crafted by the best and most
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Our boss is currently unhappy with the
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charts in the industry. Our bars are pro-
cessed and crafted by the best and most
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interactions to generate the finest bar
charts in the industry. Our bars are pro-
cessed and crafted by the best and most
esteemed pixelworkers in America and
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Our boss is currently unhappy with the
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feel theat he would like us better if we
were able to make bigger pie charts. Thnx!
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interactions to generate the finest bar
charts in the industry. Our bars are pro-
cessed and crafted by the best and most
esteemed pixelworkers in America and
Europe.
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Our boss is currently unhappy with the
progress we have made thus far and we
feel theat he would like us better if we
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interactions to generate the finest bar
charts in the industry. Our bars are pro-
cessed and crafted by the best and most
esteemed pixelworkers in America and
Europe.
How we generate our bar charts
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Our boss is currently unhappy with the
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We collect data from all of your customer
interactions to generate the finest bar
charts in the industry. Our bars are pro-
cessed and crafted by the best and most
esteemed pixelworkers in America and
Europe.
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It would be great if there were more
options for displaying our charts. We would
really appreciate a 3D option where we
can adjust the perspective and find the
perfect angle for our presentations.
Our boss is currently unhappy with the
progress we have made thus far and we
feel theat he would like us better if we
were able to make bigger pie charts. Thnx!
NoYes
We collect data from all of your customer
interactions to generate the finest bar
charts in the industry. Our bars are pro-
cessed and crafted by the best and most
esteemed pixelworkers in America and
Europe.
How we generate our bar charts
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Our boss is currently unhappy with the
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It would be great if there were more
options for displaying our charts. We would
really appreciate a 3D option where we
can adjust the perspective and find the
perfect angle for our presentations.
Our boss is currently unhappy with the
progress we have made thus far and we
feel theat he would like us better if we
were able to make bigger pie charts. Thnx!
NoYes
We collect data from all of your customer
interactions to generate the finest bar
charts in the industry. Our bars are pro-
cessed and crafted by the best and most
esteemed pixelworkers in America and
Europe.
How we generate our bar charts
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It would be great if there were more
options for displaying our charts. We would
really appreciate a 3D option where we
can adjust the perspective and find the
perfect angle for our presentations.
Our boss is currently unhappy with the
progress we have made thus far and we
feel theat he would like us better if we
were able to make bigger pie charts. Thnx!
Allow us to make bigger piecharts
YesNo
Does this answer your question?
I want this
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Instant Answers
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Instant Answers
Our redesigned Instant Answers experience, based on insight gleaned from UserVoice for iOS, is a simpler and more effective customer contact experience that results in increased self-service.
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Satisfaction Scores
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How likely would you be torecommend our company to afriend or colleague?
Not likely
0 1 2 3 4 5 6 7 8 9 10
Very likely
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We take your feedback to
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How likely would you be torecommend our company to afriend or colleague?
0 1 2 3 4 5 6 7 8 9 10
Very likely
Submit
We take your feedback to
Thank you!!
Next
NEW
NEW
NEW
Satisfaction Scores
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Satisfaction Scores
Integrated satisfaction ratings give support teams a way to quantify the ROI of providing great support and product managers a way to track the effect of product improvements.
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SmartVote
What should we build next?
Which is better?
Allow embedding of contact form on a web page
Get help or give feedback
Change the order of Articles in Knowledge Base
Help us decidePick Pick + I want this
Change the order of articles inKnowledge Base
It’d be great if I could rearrange the order of
articles in the knowledge base including by
date and alphabetical order.
12 people want this.
Back
1
3Get ready for the next set!
Change the order of Articles in Knowledge Base
Your pick
NEW
What should we build next?
Which is better?
Allow embedding of contact form on a web page
Get help or give feedback
Change the order of Articles in Knowledge Base
Help us decidePick Pick + I want this
Change the order of articles inKnowledge Base
It’d be great if I could rearrange the order of
articles in the knowledge base including by
date and alphabetical order.
12 people want this.
Back
1
3Get ready for the next set!
Change the order of Articles in Knowledge Base
Your pick
NEW
What should we build next?
Which is better?
Allow embedding of contact form on a web page
Get help or give feedback
Change the order of Articles in Knowledge Base
Help us decidePick Pick + I want this
Change the order of articles inKnowledge Base
It’d be great if I could rearrange the order of
articles in the knowledge base including by
date and alphabetical order.
12 people want this.
Back
1
3Get ready for the next set!
Change the order of Articles in Knowledge Base
Allow embedding of contact form on a web page
Wins 33% of the time
Your pick
Wins 64% of the time
NEW
What should we build next?
Which is better?
Allow embedding of contact form on a web page
Get help or give feedback
Change the order of Articles in Knowledge Base
Help us decidePick Pick + I want this
Change the order of articles inKnowledge Base
It’d be great if I could rearrange the order of
articles in the knowledge base including by
date and alphabetical order.
12 people want this.
Back
1
3Get ready for the next set!
Change the order of Articles in Knowledge Base
Allow embedding of contact form on a web page
Wins 33% of the time
Your pick
Wins 64% of the time
NEW
What should we build next?
Which is better?
Allow embedding of contact form on a web page
Get help or give feedback
Change the order of Articles in Knowledge Base
Help us decidePick Pick + I want this
Change the order of articles inKnowledge Base
It’d be great if I could rearrange the order of
articles in the knowledge base including by
date and alphabetical order.
12 people want this.
Back
1
3Get ready for the next set!
Change the order of Articles in Knowledge Base
Your pick
NEW
What should we build next?
Which is better?
Allow embedding of contact form on a web page
Get help or give feedback
Change the order of Articles in Knowledge Base
Help us decidePick Pick + I want this
Change the order of articles inKnowledge Base
It’d be great if I could rearrange the order of
articles in the knowledge base including by
date and alphabetical order.
12 people want this.
Back
1
3Get ready for the next set!
Change the order of Articles in Knowledge Base
Your pick
NEW
more users engaged through our new tech than our traditional forums (up to 25% of active users)
34X
What should we build next?
Which is better?
Allow embedding of contact form on a web page
Get help or give feedback
Change the order of Articles in Knowledge Base
Help us decidePick Pick + I want this
Change the order of articles inKnowledge Base
It’d be great if I could rearrange the order of
articles in the knowledge base including by
date and alphabetical order.
12 people want this.
Back
1
3Get ready for the next set!
Change the order of Articles in Knowledge Base
Your pick
NEW
more users engaged through our new tech than our traditional forums (up to 25% of active users)
more feedback per user (amazing given that we're reaching so many more casual users)
34X
2X
NEW
NEW
SmartVote
NEW
SmartVote
SmartVote is the new way all UserVoice feedback will be evaluated. It provides the statistically significant signal that product managers need to make informed product decisions.
NEW
NEW
Touchpoint ToolkitEmbedded directly into your appDoesn’t require any additional screen real estate. Overlays on top of your existing UI.
Persistent Instant Answers experienceCan connected to your own custom “help” or “feedback” links on the page. Drives self-service.
Proactive prompts increase engagement ratesAsking users to provide satisfaction scores or give feedback via SmartVote. Easily dismissed.
Robust user analytics system includedGives you a complete view of your user base from 10K feet down to individual users.
NEW
Touchpoint ToolkitEmbedded directly into your appDoesn’t require any additional screen real estate. Overlays on top of your existing UI.
Persistent Instant Answers experienceCan connected to your own custom “help” or “feedback” links on the page. Drives self-service.
Proactive prompts increase engagement ratesAsking users to provide satisfaction scores or give feedback via SmartVote. Easily dismissed.
Robust user analytics system includedGives you a complete view of your user base from 10K feet down to individual users.
NEW
Touchpoint ToolkitEmbedded directly into your appDoesn’t require any additional screen real estate. Overlays on top of your existing UI.
Persistent Instant Answers experienceCan connected to your own custom “help” or “feedback” links on the page. Drives self-service.
Proactive prompts increase engagement ratesAsking users to provide satisfaction scores or give feedback via SmartVote. Easily dismissed.
Robust user analytics system includedGives you a complete view of your user base from 10K feet down to individual users.
NEW
Touchpoint ToolkitEmbedded directly into your appDoesn’t require any additional screen real estate. Overlays on top of your existing UI.
Persistent Instant Answers experienceCan connected to your own custom “help” or “feedback” links on the page. Drives self-service.
Proactive prompts increase engagement ratesAsking users to provide satisfaction scores or give feedback via SmartVote. Easily dismissed.
Robust user analytics system includedGives you a complete view of your user base from 10K feet down to individual users.
NEW
Touchpoint SDK
UserVoice.push(['identifyUser', {"email":"[email protected]", "name": "MiltonWaddams", "id":"10000"}]);
UserVoice.push(['setUserTraits', {"plan":"gold", "ltv":3000, "rate": 19.00, "type": "student", "user_since": "2012-‐02-‐22", "}]);
The Touchpoint Toolkit includes a simple Javascript SDK for passing user information which allows you to segment and drill down on specific user traits in analytics.
NEW
Touchpoint SDKThe Touchpoint Toolkit includes a simple Javascript SDK for passing user information which allows you to segment and drill down on specific user traits in analytics.
NEW
Touchpoint SDK
“What’s the top feedback from my paid users”
“What ideas are most poplar with our least satisfied users”
“What % of my users are engaged through product feedback or support”
“Are my free users creating the majority of our support tickets?”
“Are people more or less satisfied with our product after they receive support?”
The Touchpoint Toolkit includes a simple Javascript SDK for passing user information which allows you to segment and drill down on specific user traits in analytics.
This unique analytics framework will allow UserVoice to answer questions like:
NEW
Not only is this the biggest change to the UserVoice experience that impacts 943MM people per month but it also is designed to work seamlessly on mobile.
Touchpoint Toolkit Designed for Mobile
NEW
Not only is this the biggest change to the UserVoice experience that impacts 943MM people per month but it also is designed to work seamlessly on mobile.
Touchpoint Toolkit Designed for Mobile
http://uservoice.com/touchpoint-toolkit
Now, it’s your turn
We believe that service, like performance, is a killer feature and the best way to deliver it is by weaving into the products themselves.
We believe that better products come from listening and understanding feedback and driving that back into the product.
We want to be the connective tissue between the next generation of technology products and their (massive amount of) users.
We want to help companies make better products with their users.
Our Mission
