Valuable Features:
The support (ticketing) platform and the knowledge base are the most helpful aspects of our business. The knowledge base, in particular, was instrumental in elevating our self-help tools for clients.
Improvements to My Organization:
We utilized the KB as our primary hub for product-based questions. We took all of our user guides to the cloud, as well as other client-facing documents like upgrade notifications, and have integrated them seamlessly into the KB.
Room for Improvement:
I would like to see more flexibility in UserVoice when it comes to content sharing / privacy. We have clients with custom builds, and I would like to have an easy way to host all of their custom content in the same KB and maintain those articles that are only visible to those clients.
When I was with ReadyPoint, we had public content (applicable to every client) and private content (applicable only to one client's customizations, etc.). We were told by UserVoice that there was not a way to control who could see what content on a KB at the article level, and so parts of the information available on the KB (for example, the article about logging in and password setup) was not applicable to a large section of our clients (who had a custom login screen), and therefore caused lots of confusion.
Use of Solution:
I used it for more than a year.
Deployment Issues:
I cannot speak to the initial deployment, but the platform was stable and responsive during my tenure.
Implementation Team:
An in-house team implemented it.
ROI:
UserVoice Helpdesk is well worth the initial investment to have a clean, scalable solution to ticketing and client self-education.
Other Solutions Considered:
We did evaluate other products when deciding whether to continue our license, but we opted to stay with UserVoice. It is a great product at an excellent value.
Other Advice:
The saying goes that "You get out of something what you've put in," and that's very true of UserVoice Helpdesk. If your core team of support and content managers adopts this platform and works within its structure, they'll benefit from a clean, easy-to-handle interface that grows quickly and makes their lives much easier!
