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UserVoice Summit 2013 Fall Keynote
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UserVoice Summit 2013 Fall Keynote

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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

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

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Transcript

  • 1. Hi
  • 2. We are... 20 people in San Francisco & Raleigh who care about improving how you communicate with and understand your users.
  • 3. CEO Head of UX Head of Engineering Our leaders Head of Support Head of Marketing Head of Accounts
  • 4. Richard White Joshua Rudd Jonathan Novak Our leaders Ted Choper Annie Lawrenson Danny Bloomfield
  • 5. a look back
  • 6. 18 MONTHS AGO 182 people saw a UserVoice widget every second
  • 7. 6 MONTHS AGO 363 people saw a UserVoice widget every second
  • 8. NOW 557 people see a UserVoice widget every second which is ...
  • 9. NOW 557 25MM people see a UserVoice widget every second which is ... people every single day
  • 10. A YEAR AGO 9.5MM people visited a UserVoice site every month
  • 11. NOW 18.7MM 97% people visit a UserVoice site every month
  • 12. NOW 18.7MM 97% 1.5MM 67% people visit a UserVoice site every month votes on feedback handled every month
  • 13. A YEAR AGO 2MM tickets have be handled by UserVoice admins
  • 14. NOW 8MM 140% tickets have be handled by UserVoice admins
  • 15. 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.
  • 16. SINCE SPRING SUMMIT 80 733 ideas have been marked as completed people supporting those ideas had their votes returned.
  • 17. SINCE SPRING SUMMIT 1 5 new integration: a Salesforce service hook & gadget new integrations in beta and slated to come out in Q4
  • 18. Awards
  • 19. 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
  • 20. 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.
  • 21. 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.
  • 22. 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.
  • 23. 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.
  • 24. 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.
  • 25. 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
  • 26. 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
  • 27. 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
  • 28. 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
  • 29. 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
  • 30. 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).
  • 31. 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
  • 32. Why did you pick that score? Enter your feedback... Submit
  • 33. 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.
  • 34. 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.
  • 35. Can we ask a favor? We’d really appreciate it if you would tweet your comments, too! Next
  • 36. 6% of users prompted to promote will Tweet their positive comments about your app.
  • 37. Thank you! Help us decide what to add next Powered by
  • 38. 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
  • 39. showing ROI
  • 40. 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",  "}]);
  • 41. 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.
  • 42. going forward
  • 43. 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.
  • 44. 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.
  • 45. 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.
  • 46. 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.
  • 47. 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.
  • 48. 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
  • 49. GOING FORWARD Mobile customer support @rrwhite
  • 50. GOING FORWARD Mobile customer support 15% @rrwhite of the top 1000 iPhone & Android apps have in-app customer support.
  • 51. 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
  • 52. 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
  • 53. 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
  • 54. GOING FORWARD More analytics & insights. @rrwhite
  • 55. Support analytics & insights Ticket insights where are tickets coming from? what common request types are trending?
  • 56. 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.
  • 57. 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.
  • 58. GOING FORWARD More bridging the gap between support and the product roadmap. @rrwhite
  • 59. GOING FORWARD More listening to you. @rrwhite
  • 60. 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.