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. #marketingspeak

4. Hi

5. We are...
20
people in San Francisco &
Raleigh who care about
improving how you
communicate with and
understand your users.

6. CEO
Head of UX
Head of
Engineering
Our leaders
Head of Support
Head of Marketing
Head of Accounts

7. Richard White
Joshua Rudd
Jonathan Novak
Our leaders
Ted Choper
Annie Lawrenson
Danny Bloomfield

8. a look back

10. 18 MONTHS AGO
182
people saw a UserVoice
widget every second

11. 6 MONTHS AGO
363
people saw a UserVoice
widget every second

12. NOW
557
people see a UserVoice
widget every second which
is ...

13. NOW
557
25MM
people see a UserVoice
widget every second which
is ...
people every single day

15. A YEAR AGO
9.5MM
people visited a UserVoice
site every month

16. NOW
18.7MM
97%
people visit a UserVoice site
every month

17. NOW
18.7MM
97%
1.5MM
67%
people visit a UserVoice site
every month
votes on feedback handled
every month

19. A YEAR AGO
2MM
tickets have be handled by
UserVoice admins

20. NOW
8MM
140%
tickets have be handled by
UserVoice admins

21. NOW
8MM
140%
40,000
80%
tickets have be handled by
UserVoice admins
people have logged into their
UserVoice admin console the
last 30 days.

23. SINCE SPRING SUMMIT
80
733
ideas have been marked as
completed
people supporting those
ideas had their votes
returned.

25. SINCE SPRING SUMMIT
1
5
new integration: a Salesforce
service hook & gadget
new integrations in beta and
slated to come out in Q4

26. Awards

28. NEW
Touchpoint Toolkit
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

29. NEW
Touchpoint Toolkit
Embedded directly into your app
Doesn’t require any additional screen real estate.
Overlays on top of your existing UI.
Persistent Instant Answers experience
Can connected to your own custom “help” or “feedback”
links on the page. Drives self-service.
Proactive prompts increase engagement rates
Asking users to provide satisfaction scores or give
feedback via SmartVote. Easily dismissed.
Robust user analytics system included
Gives you a complete view of your user base from 10K feet
down to individual users.

30. NEW
Touchpoint Toolkit
Embedded directly into your app
Doesn’t require any additional screen real estate.
Overlays on top of your existing UI.
Persistent Instant Answers experience
Can connected to your own custom “help” or “feedback”
links on the page. Drives self-service.
Proactive prompts increase engagement rates
Asking users to provide satisfaction scores or give
feedback via SmartVote. Easily dismissed.
Robust user analytics system included
Gives you a complete view of your user base from 10K feet
down to individual users.

31. NEW
Touchpoint Toolkit
Embedded directly into your app
Doesn’t require any additional screen real estate.
Overlays on top of your existing UI.
Persistent Instant Answers experience
Can connected to your own custom “help” or “feedback”
links on the page. Drives self-service.
Proactive prompts increase engagement rates
Asking users to provide satisfaction scores or give
feedback via SmartVote. Easily dismissed.
Robust user analytics system included
Gives you a complete view of your user base from 10K feet
down to individual users.

32. NEW
Touchpoint Toolkit
Embedded directly into your app
Doesn’t require any additional screen real estate.
Overlays on top of your existing UI.
Persistent Instant Answers experience
Can connected to your own custom “help” or “feedback”
links on the page. Drives self-service.
Proactive prompts increase engagement rates
Asking users to provide satisfaction scores or give
feedback via SmartVote. Easily dismissed.
Robust user analytics system included
Gives you a complete view of your user base from 10K feet
down to individual users.

33. NEW
Touchpoint Toolkit
SINCE LAUNCH LAST MONTH
374
289
accounts are using satisfaction
surveys to get ahead of churn.
TALK ABOUT CHANGES
accounts are using SmartVote
to get smarter feedback.

35. Send us a message
Give feedback or ask for help...
Include a screenshot of this page
What should we add next?
Powered by UserVoice
Next

36. How likely would you be to
recommend UserVoice to a friend
or collegue?
0
1
2 3 4 5 6 7 8 9 10
Not likely
Very likely
Send us a message
What should we add next?
Powered by UserVoice

38. What should we add next?
Change the order of articles in
Knowledge Base
Allow embedding of contact form
on a web page
Or, post your own idea!
Powered by UserVoice
Not sure

39. Post an idea
Post an idea to our feedback forums, where
others can view and vote on it.
Describe your idea...
Or, help us pick great ideas!
Powered by UserVoice
Next

40. 10X
more users engaged through
SmartVote than traditional
Change the order of articles in
Knowledge Base
forums (up to 25% of active
users)
What should we add next?
Allow embedding of contact form
on a web page
2X
more feedback per user
(amazing given that we're
reaching so many more
casual users)
Or, post your own idea!
Powered by UserVoice
Not sure

41. Feedback
SmartVote analytics
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).

43. How likely would you be to
recommend UserVoice to a friend
or collegue?
0
1
2 3 4 5 6 7 8 9 10
Not likely
Very likely
Powered by UserVoice

44. Why did you pick that score?
Enter your feedback...
Submit

45. 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.

46. 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.

47. Can we ask a favor?
We’d really appreciate it if you would
tweet your comments, too!
Next

49. 6%
of users prompted to
promote will Tweet their
positive comments about
your app.

50. Thank you!
Help us decide what to add next
Powered by

51. SINCE LAUNCH LAST MONTH
374
accounts are using satisfaction
surveys to get ahead of churn.
Thank you!
Help us decide what to add next
289
accounts are using SmartVote
to get smarter feedback.
Powered by

52. showing
ROI

53. NEW
Touchpoint SDK
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.
UserVoice.push(['identifyUser',
{"email":"milton@initech.com",
"name":
"MiltonWaddams",
"id":"10000"}]);
UserVoice.push(['setUserTraits',
{"plan":"gold",
"ltv":3000,
"rate":
19.00,
"type":
"student",
"user_since":
"2012-­‐02-­‐22",
"}]);

54. ROI
User Insights Report
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.

55. going forward

56. 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.

57. 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.

58. 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.
2
We’ve built UserVoice with the goal of data on 100% of users.
Great end-user UX. In-app. Proactive. Usage & Conversion tracking.

59. 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.
2
We’ve built UserVoice with the goal of data on 100% of users.
Great end-user UX. In-app. Proactive. Usage & Conversion tracking.
3
And made it so that data can be understood and followed up on.

60. UserVoice is the solution for
2
talking to and understanding
3
users at web scale.
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.
And made it so that data can be understood and followed up on.
And we do this for thousands of apps and millions of end-users every month.

61. Our revolution
As business models change so too do attitudes about the importance of customer engagement.
TRADITIONAL
Software development
View of customer service
Customer interaction objective
Customer service channels
Customer engagement medium
NOW
Releases
SaaS or App
Cost Center
Sales Opportunity
Minimize
Maximize
Limited
Everywhere
Phone / Email
In-app

62. GOING FORWARD
Mobile customer support
@rrwhite

63. GOING FORWARD
Mobile customer support
15%
@rrwhite
of the top 1000 iPhone & Android apps
have in-app customer support.

64. GOING FORWARD
Mobile customer support
15%
of the top 1000 iPhone & Android apps
have in-app customer support.
35%
of those use a mail link. No context. No
self-service (50% higher on Android)
@rrwhite

65. GOING FORWARD
Mobile customer support
15%
of the top 1000 iPhone & Android apps
have in-app customer support.
35%
of those use a mail link. No context. No
self-service (50% higher on Android)
4.15
average rating of an app with in-app
service. (4.0 without)
@rrwhite

66. GOING FORWARD
Mobile customer support
15%
of the top 1000 iPhone & Android apps
have in-app customer support.
35%
of those use a mail link. No context. No
self-service (50% higher on Android)
4.15
average rating of an app with in-app
service. (4.0 without)
@rrwhite

68. GOING FORWARD
More analytics & insights.
@rrwhite

69. Support
analytics & insights
Ticket insights where are tickets
coming from? what common
request types are trending?

70. 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.

71. 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.

72. GOING FORWARD
More bridging the gap
between support and the
product roadmap.
@rrwhite

73. GOING FORWARD
More listening to you.
@rrwhite

83. Training & awesomeness
We'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.