uservoice summit 2013 fall keynote
DESCRIPTION
Richard White's keynote presentation kicking off the fall UserVoice summit with growth stats, new feature announcements and a glimpse into the future of UserVoice. #marketingspeakTRANSCRIPT
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
tickets have be handled by UserVoice admins
140%
8MMNOW
tickets have be handled by UserVoice admins
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
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
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
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
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
Give feedback or ask for help...
Next
What should we add next?
Include a screenshot of this page
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Send us a message
What should we add next?
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
Powered by UserVoice
Change the order of articles in Knowledge Base
Allow embedding of contact form on a web page
Not sure
What should we add next?
Or, post your own idea!
Powered by UserVoice
Post an idea
Next
Describe your idea...
Post an idea to our feedback forums, where others can view and vote on it.
Powered by UserVoice
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
What should we add next?
Or, post your own idea!
Powered by UserVoice
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
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
Powered by UserVoice
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!
Next
of users prompted to promote will Tweet their positive comments about your app.
6%
Thank you!
Help us decide what to add next
Powered by
Thank you!
Help us decide what to add next
Powered by
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 cherry picked the most important components (for getting retention relevant data) of each of these tools and put them into a single solution.
We’ve built UserVoice with the goal of data on 100% of users.Great end-user UX. In-app. Proactive. Usage & Conversion tracking.
1
2
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.
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 cherry picked the most important components (for getting retention relevant data) of each of these tools and put them into a single solution.
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
Mobile customer support
15% of the top 1000 iPhone & Android apps have in-app customer support.
of those use a mail link. No context. No self-service (50% higher on Android) 35%
GOING FORWARD
@rrwhite
Mobile customer support
15% of the top 1000 iPhone & Android apps have in-app customer support.
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
Mobile customer support
15% of the top 1000 iPhone & Android apps have in-app customer support.
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
Support analytics & insights
Ticket insights where are tickets coming from? what common request types are trending?
Response times - averages lie so lets dig deeper and look at what our users are actually experiencing when they contact us.
Support analytics & insights
Ticket insights where are tickets coming from? what common request types are trending?
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.