When your company was 2 guys/gals and a dog it was obvious what the customers issues were. But as you grow up as a company there's a tendency to firewall off the rest of the company from the actual customer interactions your customer-facing team is having. You mean to protect them, but instead this can mean that they lose sight of who they're trying to help. How do you fix this?
Get your customers back into the spotlight with our new HipChat integration.HipChat is a fantastic chat platform for inter-company communications (which we use every day at UserVoice). And now, through a simple service hook, you can pipe events from your UserVoice into your HipChat chat rooms. Suddenly, you can bring the customer back into the organization.
Last month Nokia launched a new Windows Phone, the Nokia Lumia 900. While received well from a general standpoint, a serious bug was quickly discovered: many phones "were often unable to send or receive data over AT&T’s cellular network".
Before anything else, I'll give Nokia credit for acknowledging the issue very quickly. Too many companies (coughapplecough) try to hide issues or simply don't respond to them (coughrimcough).
Good news: this week we’ve launched Inspector for UserVoice Feedback as well!
When viewing an idea you’ll automatically see information about the creator of the idea within Inspector. Need info about someone else on the page? Simply click their name to load them in Inspector.
Inspector is available on all plans, even the free ones.
This week we made a fairly big technical changes in order to make our service more secure. With any big change there are bound to be issues, and although we tested thoroughly and squashed most of them, two slipped through. These issues started on Tuesday and were discovered & addressed about 48 hours later.
Issue #1: Some end-users were unable to vote via our widget - they would have received a 404 error message.
Issue #2: Some Admins could not delete items in Settings (such as gadgets, custom statuses, API keys, etc).
These issues are both resolved and should not occur again, but ...
Great feedback can come from anywhere. Strangers, customers, and, of course, your team. But when your team outgrows a single room, a single floor, a single building...well, then it becomes difficult to harness all those great ideas.
That’s why we’re proud to partner with social-network-for-businesses Yammer for our new service hooks integration. Push activity such as ideas, kudos, and discussions directly from UserVoice into your Yammer activity stream. Suddenly, the things that are happening in your company aren’t so distant, and everyone is involved in the conversation.
Everyone wants to know what other people are saying about them. And this includes businesses and customer service departments; knowing if your customer is hailing or railing you on Twitter can completely affect the tone and even content of your message to them.
dell customer service sucks. thanks for hanging up on me #wtf
That’s why my favorite feature of UserVoice’s new Inspector sidebar is the ability to see what the user you're talking to has said about your company on Twitter lately. And it’s really easy to set up:
If you use SugarCRM, you know how important it is to make sure all customer interactions live in it. If an email exchange isn’t included in a contact view, you might find yourself in a tough situation. Ever sent someone an upsell message and then discovered they had been dealing with bugs all day? Ever tried to help someone with a bug and discovered that they were in delicate negotiations with sales? Your customer support ticketing system and CRM systems have to talk.
That’s why today we’re proud to show off our new SugarCRM service hook. Once activated, any UserVoice interactions are ...
Today we launched Inspector, a quick way for you to find out more about who is on the other end of your support tickets. Inspector is designed to save you time, so I decided to take up the challenge and see how much faster it would work for me.
First, I loaded up our CEO (Richard White) in Inspector. Next, I directly visited Linkedin, Twitter, our SugarCRM account, and UserVoice to search for and gather information on him. Here's what the breakdown looked like:
Inspector took about 5 seconds on my home DSL connection (your results may vary). Manually finding this information without ...
It’s always useful to know who you’re talking to when doing customer support. What type of account are they on? Are they technical? Has someone on your team spoken to them before? All of these details can ensure a quicker resolution of the customer’s issue. But it takes a lot of work. You open your CRM to get the account info. You might hop onto LinkedIn to get their title. If you have time (who has time these days?) you might check to see if they said anything about you on Twitter. It’s a big time investment.
Today we’re introducing Inspector: a tool that tells you who’s on the other end ...
Everyone knows that we're supposed to listen to our customers, but we frequently forget to understand them. To succeed as a startup, this is essential.
At UserVoice we're all about understanding our customers and helping others do the same. Here's hoping this blog helps us all get better at it.
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If you're like us and strapped for time these are the posts to spend it on:
It’s always useful to know who you’re talking to when doing customer support. What type of account are they on? Are they technical? Has someone on your team spoken to them before? All of these details can ensure a quicker resolution of the customer’s issue. But it takes a lot of work. You open your CRM to get the account info. You might hop onto LinkedIn to get their title. If you have time (who has time these days?) you might check to see if they said anything about you on Twitter. It’s a big time investment.