This time last year I was talking about UserVoice getting it’s swagger back and laying the foundation for the future. I was also sitting on a big secret. That secret was unveiled a mere week later when we launched UserVoice Helpdesk, our lovable and beautiful helpdesk product that made answering customer service tickets fun and knowledgebase articles useful.
To celebrate the year we’ve had (and because I was told that posting infographics doubles your company’s valuation) we’ve included a birthday card below with a cornucopia of info about our journey to date.
But while birthdays are a time for reflection, they’re more importantly a time to party! And what’s a party without presents? Starting today you can get our fabulously simple & user friendly Helpdesk or Full Service products for FREE (on our Basic plan). Go get 'em! And because we love our old friends as just as much as our new ones, anyone currently on our Basic plans will be moved to Free on March 1st. The cake may be a lie, but this present certainly isn’t.
Thanks to your awesome support earlier this year, we’ve been selected to speak in two panels at South by Southwest next month. We’re very excited to share some knowledge, and we hope you’ll attend!
I’d also like to connect personally with any UserVoicers who will be at SXSW. If you’re ...
We've resolved two issues this morning that we wanted to make you aware of.
Over the weekend, our search feature stopped including new posts in the results. This was due to part of our system failing to initiate. Unfortunately, we weren't monitoring this specific part. We have started monitoring it now, so we should be able to avoid this in the future.
There was also a bug for a small number of accounts that had foreign characters in their embedded tabs. When we moved to Ruby 1.9, these characters were damaged. We feel terrible that we made you look bad by having a tab on your site with ...
A few months ago a great article was passed around the UserVoice chat room about why no-reply email addresses are terrible. We all thoroughly agreed. And then we realized that we were using no-reply addresses.
Previously, when you updated the status of an idea on UserVoice Feedback, it sent an email out to all voters telling them what the status change was. Hooray! ...with a no-reply email address. Ew.
We’ve long argued that getting customer feedback isn’t a right, it’s a privilege. These are people who want to help you succeed. That’s a special thing, and you need to reward them by ...
On Monday, in the process of upgrading our version of Rails, we broke the UserVoice Facebook app. Customers visiting the app on your Facebook page would have found that clicking buttons didn't result in anything. We fixed this issue yesterday for most users at 9a PDT. Please note that we're still resolving an issue with the app affecting Internet Explorer 8 users.
Rails upgrades don't happen very often, but obviously when they do we strive to avoid any issues for you. This upgrade did not result in any downtime of the main UserVoice platform, and any resulting bugs were fixed relatively ...
Last week we hit a very exciting milestone.
After less than a year since we released UserVoice Helpdesk, there have officially been one million tickets received by Helpdesk accounts.
We've sent the account that received the millionth ticket this very special certificate to thank them for being part of this. Keep your eyes peeled...it could be arriving in your mailbox!
This is the work of an extremely talented, dedicated, and growing team. But it’s also a sign that an increasing number of companies are demanding a better experience, both for their team and for their customers. These ...
This is part of our ongoing series on Scaling Customer Service, based on our Customer Service Scaling Timeline. This month we're covering Stage 5.
We’ve all had this experience. You call the support number for a big corporation...maybe a bank, a cable company, or a phone company. You wade through some robo-menus, and then finally speak to a human. And they totally fail to help. They suggest obvious solutions, seem to actually be less technically competent than you, and spend a lot of time “checking your records” and looking things up.
These people aren’t trying to be irritating. They ...
We’ve had a lot of requests for private helpdesks that aren’t accessible by the public. Maybe it’s an internal company helpdesk, maybe it’s a helpdesk for a beta, maybe you only want your actual, paying customers sending you issues. Either way, you don’t want to let just anyone access your UserVoice Helpdesk.
Thanks to our fantastic developers, this is now possible! You can now restrict access by Single Sign-On (available on our Premium plan and above) or by IP range (available on our Ultimate plan).
Learn about setting up a private site in our knowledge base.
Enjoy, and please let ...
Our team continues to grow and I’m very excited to introduce you to three new members!
Austin Taylor will be joining our Raleigh office and working on our iOS SDK (in fact, he just launched our v1 of the iOS SDK). Austin plays the piano and enjoys programming in Haskell and Clojure. The reason his photo is different from the others is because we haven’t had a chance to photograph him...because he and his wife just had a baby girl!
Chad Bercea is a graphic designer who is joining UserVoice to provide much-needed help with marketing collateral (he created our recent Community Manager ...
One might imagine that if your business was to publish pictures of cats with captions, customer service wouldn't be a big focus.
But for Cheezburger -- home of I Can Has Cheezburger, Know Your Meme, FAIL Blog and other humor sites -- the end-goal is a sustainable, passionate, and happy community. And customer service is a key part of that.
“Cheezburger's mission is to make the world happy for 5 minutes a day and we rely on our community to help us achieve this," says John Clayton, developer at Cheezburger. "Providing customer engagement tools such as UserVoice on our sites allows the ...
