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UserVoice is a San Francisco Software-as-a-Service ( SaaS ) company that develops customer engagement tools.[1][2][3][4]
Company history with DOE
DOE used the tool for http://roadmap.doe.gov/.
Background
The development of an IT Strategic Roadmap represents opportunities to strengthen the delivery of DOE's mission, on an agency-wide basis. The Roadmap will continue to evolve based on the participation, experience and creativity across the Department. Initial findings from interviews conducted between January and April 2010, with nearly 80 IT leaders and representatives from across 30 diverse program, staff, field and lab offices, has provided the basis for conducting a crowdsourcing initiative.
To elicit department-wide participation in the IT Strategic Roadmap development, a crowdsourcing initiative is scheduled to begin on June 21. All DOE federal and contractor staff (110,000+) will have an opportunity, via a commercially available (and DOE branded) cloud computing based application, to provide ideas on IT-related enhancements or future directions for the Department.
The application, provided by UserVoice, will be available for an estimated 45-60 days, depending on the volume of ideas submitted and participation levels. A benefit to developing the IT Strategic Roadmap through UserVoice is that stakeholders will be able to review and comment on everyone's ideas collectively, and vote on those that they deem most important.
Features
UserVoice Feedback collects and prioritizes suggestions from customers as they list ideas and vote on them.[1][5][6][7] This voting can occur through the SmartVote comparison testing feature.[8] In addition to the original website-style product, iPhone and Facebook apps are available[9][10] to allow developers to collect feedback for mobile apps.[10][11]
UserVoice HelpDesk is a support tool for tracking and responding to customer issues.[4] Customers can thank the support person who responds to their ticket by giving them "kudos."[12][13] The system employs gamification techniques to motivate support teams to provide high-quality service.[12][14] Help teams work within a system that displays each person's kudos in real-time.[12] UserVoice HelpDesk also directs customers to relevant answers as they type questions.[2][4]
Related
External links
- Official website
Social media
References
- ↑ 1.0 1.1 Wauters, Robin (December 4, 2008). "UserVoice Drops Beta Tag, Lets You Capture User Feedback". TechCrunch. https://techcrunch.com/2008/12/04/uservoice-drops-beta-tag-lets-you-capture-user-feedback/.
- ↑ 2.0 2.1 Ha, Anthony. UserVoice Aims Beyond User Feedback NYTimes. May 5, 2011.
- ↑ Finley, Klint. 3 Trends in Idea Management ReadWriteWeb. September 1, 2010.
- ↑ 4.0 4.1 4.2 Empson, Rip. Uservoice, Which Powers Customer Engagement Tools for Meebo, Hootsuite & More, Raises 1 Million TechCrunch. November 18, 2011.
- ↑ Aamoth, Doug. UserVoice Offers A Better Way To Take Customer Suggestions TechCrunch. April 20, 2008.
- ↑ Catone, Josh. 9 Web Apps for Gathering Customer Feedback Mashable. March 6, 2011.
- ↑ Reisinger, Don. 10 Ingenious Tools from Google Apps Marketplace eWeek. March 12, 2010.
- ↑ "Data Driven Product Decisions Have Never Been Easier" (in en). https://uservoice.com/blog/data-driven-product-decisions.
- ↑ Kincaid, Jason. UserVoice Brings Its Customer Feedback Service to Facebook Pages TechCrunch. December 13, 2010.
- ↑ 10.0 10.1 Finley, Klint. API of the Week: UserVoice API ReadWriteWeb. December 6, 2010.
- ↑ 12.0 12.1 12.2 Finley, Klint. Can UserVoice Do What Fish! Can’t and Make Customer Service Fun ReadWriteWeb. March 2, 2011.
- ↑ Prestepino, Peter. UserVoice is Full Service-Kudos WebsiteMagazine. March 1, 2011.
- ↑ Carlson, Lauren. Gamification: The Key to Preventing Support Agent Burnout Software Advice.
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