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How to Deal with Angry Customers

Today’s post comes from Mindy Postoff, a WooCommerce Support Ninja at WooThemes and one of the fun folks who will be speaking at UserConf Portland in June. 

Regardless of the product or service you sell, problems will arise and customers will be quick to tell you about them. These issues can

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Develop & Experiment Rapidly: Words of PM Wisdom from Intuit’s QuickBooks Online

You may remember first seeing QuickBooks software boxes on the shelves of MicroCenter or Staples, but gone are the days of purchasing and installing physical software as companies have turned to the cloud. Intuit’s QuickBooks is no exception, the software company moved to the cloud more than a decade ago

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Get the Full Story Behind Every Ticket with our New FullStory Integration

Knowledge is power…especially when it’s about your customers.

Here at UserVoice, we believe that that the future of business is data-driven. We also believe that business success is determined largely by the effectiveness of product and support, today’s so-called kings of customer retention; and the more these teams know about customers,

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We’ve Revamped Our Blog!

Howdy! I’m Heather, UserVoice’s new(ish) inbound and content marketing manager. I’m excited to welcome you to the newly-designed UserVoice Blog: the place for folks who give a $%&# about their products and their customers.

As you can, see we’ve made some BIG changes over here, and we’re excited to begin offering

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“Does This Feature Make My Product Look Fat?” 5 Ways Product Managers Can Avoid Feature Bloat

Want to avoid overwhelming and possibly alienating users with too many features? Here’s an in-depth look at how product managers can avoid feature overload.

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How We Created the Product Management Awesomeness Counsel

Keeping teams from every department on the same page and moving the same direction at the same time is tricky. Vincent Migliore, Solutions Manager at Pardot knows the challenge all too well, but also the solution: a Product Management Awesomeness Council, at least that’s the solution his team at Pardot

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Bridging the Gap: Improving Communication Between Product Development and Support

Nothing is more important than your customers, and if you want to keep them around you’re going to have to keep your Product Development and Support teams in sync and make it easy for them to communicate regularly. Sounds easy enough, right? But as many teams have discovered, bridging the

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Customer Retention is the Holy Grail of Business

Customer satisfaction isn’t the key to business success anymore–at least according to UserVoice Founder and CEO, Richard White, who shared his vision about the future of customer support and product management during his keynote at UserConf SF back in November. (You can watch his speech and find a full transcript

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The (Near) Future of What We Do: Agile Support & (Customer) Data-Driven Product Roadmaps

Back in November, UserVoice founder and CEO Richard White shared his keynote speech, “The (Near) Future of What We Do: Agile Support & (Customer) Data-Driven Product Roadmaps” at UserConf San Francisco.

The following is a full transcript:

“In my talk, generally what I like to do is kind of set the groundwork

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3 Reasons Your Customer Support Team Should Care More About Metrics

We’ve known for quite some time that customer support and customer satisfaction has a substantial impact on a company’s revenue, customer retention, and reputation; Happy customers continue spending money and tell their colleagues and friends why; unhappy customers leave…and tell the Twitterspere why. As support folks, keeping customers in the

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The PM’s Guide To Getting Stuff Done: Tackle Your To-Do List in 3 Easy Steps

Is your to-do list looking more daunting than doable lately? It happens to the best of us sometimes. Fortunately, there’s several easy ways you can tame your to-do list and improve your productivity–and in turn, your product.

Here’s 3 steps you can take to start tackling your to-do list:

Step 1: Get

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Here’s Why Every Product Manager Must Learn to Love Data

“Big data.” It’s one of Silicon Valley’s favorite buzzwords to hate, yet there’s no data shortage in sight as data companies continue sprouting (and growing) like weeds. It’s clear that data is here to stay, but many product managers are still yet to embrace it…and they’re making a

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4 Customer Service Bad Habits to Banish Today

There’s the good, the bad and the downright ugly in customer support, and it’s become part of the human experience to witness a little bit of each. As support people, we are often conditioned to take note of both the positive and the negative customer support experiences we

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UserVoice is this year’s CRM Idol!

Forty amazing companies.

Two rounds of intense interviews by some of the smartest people in our industry.

One video about an ice cream bike.

Thousands of votes and well wishes from all of you, truly the best customers a company could ever have.

Just based on how much you supported us in this process

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The Era of the Entitled Customer and the Future of Customer Engagement

Welcome to 2014 and more importantly the era of the entitled customer, rightfully entitled that is.

For many years a customer’s experience didn’t really matter all that much. A single bad experience might lose you a customer, or a handful of customers through word of mouth, but companies didn’t really care

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