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 ...
“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 ...
There's nothing worse than writing a response to a customer and then losing it. Maybe you got signed out, maybe you clicked somewhere else...it doesn't matter. That was hard work, and you shouldn't have to do it again!
Today we're proud to announce auto-save for UserVoice. Now we'll automatically save every character you type in the Message or Note field, no matter what you do after typing it. This is available now on all plans. Check out the video, and enjoy!
This coming Monday, January 23rd, is Community Manager Appreciation Day: a celebration of those who keep our customers happy, engaged, and in love with our products. We celebrate every year, but we wanted to do something extra-special this year.
We’ve lovingly crafted these cards so you can share your appreciation (and your sense of humor) with the community manager in your life. Tweet 'em, or control-click (right-click on Windows) the JPG or PDF links and choose "Save image as" to download so you can mail 'em out.
So, you’ve hired your first full-time customer service rep. You found the right candidate. Now how do you turn them into a lean, friendly, ticket-answering machine?
1. Orientation
A huge part of doing customer service is context. Make sure you’re prepared; Jess Tellford from Zibbet says that they “take note of all the common tasks [the new hire will] be required to perform and document everything.”
Customer service is more and more important. If you're reading this, you probably already know that. So where is it going? How can we make it better? How do we scale it?
We want to get your questions answered. Next Thursday, January 26th, at 1pm PST I'll be moderating a panel entitled "Understanding Customer Service in 2012". I've assembled thought leaders and practioners to answer your questions in a live discussion on Focus. And literally, they'll be your questions: you can visit the event page to post your questions, and those with the most votes will be discussed by our panelists.
Early this morning a bug occurred which prevented Admins from adding other Admins to their account, and from inviting users to private forums. When trying to accomplish these actions, you would have seen greyed-out fields preventing you from entering text. These issues were fixed after about 3 hours, once our team spotted them. Everything should be working fine now!
Please do let us know if you're still experiencing any issues.
One of the key features in UserVoice Feedback is the ability to set statuses for ideas. These allow you to keep your customers in the loop about the progress of their ideas and to return their votes to them when you close an idea.
Today we’re giving you even more control with the ability to create custom statuses.
For most companies, the standard Under Review, Planned, Started, Completed, and Declined statuses are just fine. But for many, these are restrictive. Now - thanks to your feedback on the subject - you can create any status in your Feedback Settings:
Today, longtime UserVoice customers Seesmic announced the launch of a UserVoice plugin for their desktop app. The plugin allows you to view, manage, and respond to ideas and tickets for your UserVoice account...all within Seesmic Desktop.
You’re back from the holidays. You got a break (which, after all, is good for productivity). You ate delicious, home-made food. Maybe you got presents.
And now you have to start answering customer service messages again. Hoo boy.
Having a hard time getting back into the groove? Here’s 5 things to inspire you to answer those customer issues:
You’re gonna make more money
Customer service rep salaries were up by 6.8% in 2010 - despite ...
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.
Our Best Stuff
If you're like us and strapped for time these are the posts to spend it on:
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 ...
Customer service is more and more important. If you're reading this, you probably already know that. So where is it going? How can we make it better? How do we scale it?
