UserVoice Summit 2013 Fall Keynote

Hi

people in San Francisco & Raleigh who care about improving how you communicate with and understand your users.

20

We are...

Head of Support

Head of Marketing

Head of Accounts

Head of UXCEO

Our leaders

Head of Engineering

Ted Choper

Annie Lawrenson

Danny Bloomfield

Joshua RuddRichard White Jonathan Novak

Our leaders

a look back

18218 MONTHS AGO

people saw a UserVoice widget every second

3636 MONTHS AGO

people saw a UserVoice widget every second

557NOW

people see a UserVoice widget every second which is ...

55725MM

NOW

people see a UserVoice widget every second which is ...

people every single day

9.5MMA YEAR AGO

people visited a UserVoice site every month

18.7MMNOW

people visit a UserVoice site every month

97%

18.7MMNOW

people visit a UserVoice site every month

votes on feedback handled every month

97%

1.5MM67%

2MMA YEAR AGO

tickets have be handled by UserVoice admins

8MMNOW


140%

8MMNOW


people have logged into their UserVoice admin console the last 30 days.

140%

40,00080%

80SINCE SPRING SUMMIT

ideas have been marked as completed

people supporting those ideas had their votes returned.

733

1SINCE SPRING SUMMIT

new integration: a Salesforce service hook & gadget

new integrations in beta and slated to come out in Q45

Awards

NEW

The next generation in (meaningful) in-app user engagement: bundling together customer satisfaction, product feedback and support to create engagement rates that blow away traditional VoC or Helpdesk solutions.

Combined with a robust analytics system to give you a complete view of your user base from 10K feet down to individual users.

New features debuted at UserVoice Summit 2013:

Instant Answers

Satisfaction Surveys

SmartVote

Touchpoint SDK & Analytics

Touchpoint Toolkit

NEW

Touchpoint ToolkitEmbedded directly into your appDoesn’t require any additional screen real estate. Overlays on top of your existing UI.

Persistent Instant Answers experienceCan connected to your own custom “help” or “feedback” links on the page. Drives self-service.

Proactive prompts increase engagement ratesAsking users to provide satisfaction scores or give feedback via SmartVote. Easily dismissed.

Robust user analytics system includedGives you a complete view of your user base from 10K feet down to individual users.

NEW





NEW





NEW





NEW

Touchpoint Toolkit

TALK ABOUT CHANGES

374SINCE LAUNCH LAST MONTH

accounts are using satisfaction surveys to get ahead of churn.

accounts are using SmartVote to get smarter feedback.289

Send us a message

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How likely would you be to

recommend UserVoice to a friend

or collegue?

Not likely

0 1 2 3 4 5 6 7 8 9 10

Very likely


Change the order of articles in Knowledge Base

Allow embedding of contact form on a web page

Not sure


Or, post your own idea!


Post an idea

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Describe your idea...

Post an idea to our feedback forums, where others can view and vote on it.


Or, help us pick great ideas!

Change the order of articles in Knowledge Base

Allow embedding of contact form on a web page

Not sure


Or, post your own idea!


more users engaged through SmartVote than traditional forums (up to 25% of active users)

more feedback per user (amazing given that we're reaching so many more casual users)

10X

2X

Sound data to drive smart product decisions - the reach & statistical rigorousness that you can trust and the ability to drill in on what feedback is resonating with different user groups (ex: new vs long-time; free vs paid users).

Feedback SmartVote analytics

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recommend UserVoice to a friend

or collegue?

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0 1 2 3 4 5 6 7 8 9 10

Very likely


Why did you pick that score?

Submit

Enter your feedback...

Get ahead of customer churn - poor ratings from customers get turned into support tickets enabling quick follow-up from your customer team.

Feedback satisfaction analytics

Feedback satisfaction analytics

Get ahead of customer churn - poor ratings from customers get turned into support tickets enabling quick follow-up from your customer team.

Easily track trends and correlate positive or negative responses with specific product areas or user traits.

Can we ask a favor?

We’d really appreciate it if you would

tweet your comments, too!

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of users prompted to promote will Tweet their positive comments about your app.

6%

Thank you!

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374SINCE LAUNCH LAST MONTH

accounts are using satisfaction surveys to get ahead of churn.

accounts are using SmartVote to get smarter feedback.289

showing ROI

NEW

Touchpoint SDK

UserVoice.push(['identifyUser', {"email":"[email protected]", "name": "MiltonWaddams", "id":"10000"}]);

UserVoice.push(['setUserTraits', {"plan":"gold", "ltv":3000, "rate": 19.00, "type": "student", "user_since": "2012-‐02-‐22", "}]);

The Touchpoint Toolkit includes a simple Javascript SDK for passing user information which allows you to segment and drill down on specific user traits in analytics.

Gauge how your UserVoice engagement is affecting loyalty, spend and satisfaction.

Analytics on all your users not just the ones that reach out to you.

Segment and see where the opportunities are.

Prove your worth - never have to debate the value of your work to your boss.

ROI User Insights Report

going forward

Here at UserVoice we’re in the business of customer retention. Which means we’re in the business of enabling apps to get all the data, from all their users and get it rolled up so that they can understand and communicate with all their users without hiring an army of interns.

We’ve cherry picked the most important components (for getting retention relevant data) of each of these tools and put them into a single solution.

1


We’ve built UserVoice with the goal of data on 100% of users.Great end-user UX. In-app. Proactive. Usage & Conversion tracking.

1

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We’ve built UserVoice with the goal of data on 100% of users.Great end-user UX. In-app. Proactive. Usage & Conversion tracking.

And made it so that data can be understood and followed up on.

1

2

3


We’ve built UserVoice with the goal of data on 100% of users.

Great end-user UX. In-app. Proactive. Usage & Conversion tracking.

And made it so that data can be understood and followed up on.

1

2

3

UserVoice is the solution for talking to and understanding users at web scale.And we do this for thousands of apps and millions of end-users every month.

Our revolutionAs business models change so too do attitudes about the importance of customer engagement.

Software development Releases SaaS or App

View of customer service Cost Center Sales Opportunity

Customer interaction objective Minimize Maximize

Customer service channels Limited Everywhere

Customer engagement medium Phone / Email In-app

TRADITIONAL NOW

@rrwhite

Mobile customer support GOING FORWARD

@rrwhite

Mobile customer support

15% of the top 1000 iPhone & Android apps have in-app customer support.

GOING FORWARD

@rrwhite



of those use a mail link. No context. No self-service (50% higher on Android) 35%

GOING FORWARD

@rrwhite



of those use a mail link. No context. No self-service (50% higher on Android)

average rating of an app with in-app service. (4.0 without)

35%

4.15

GOING FORWARD

@rrwhite



of those use a mail link. No context. No self-service (50% higher on Android)

average rating of an app with in-app service. (4.0 without)

35%

4.15

GOING FORWARD

@rrwhite

More analytics & insights.

GOING FORWARD

Ticket insights where are tickets coming from? what common request types are trending?

Support analytics & insights



Response times - averages lie so lets dig deeper and look at what our users are actually experiencing when they contact us.



Response times - averages lie so lets dig deeper and look at what our users are actually experiencing when they contact us.

Predictive - we go a step further and analyze your data to tell you what days and hours of the day you should be staffing more to make the biggest impact in response times.

@rrwhite

More bridging the gap between support and the product roadmap.

GOING FORWARD

@rrwhite

More listening to you.GOING FORWARD

Training & awesomenessWe've partnered with CoSupport to provide more than just training on setting up and getting the most out of UserVoice but also how to do the same for your team and processes.

Technology

UserVoice Summit 2013 Fall Keynote