UserVoice Summit Keynote

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This talk was given at the first UserVoice User Summit held in San Francisco, CA on March 21st. In this talk UserVoice CEO Richard White covers company milestones and his core beliefs about the future of customer care which lead to the creation of the new Touchpoint Toolkit (http://uservoice.com/touchpoint-tookit)

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UserVoice Summit Keynote

  1. 1. Hi
  2. 2. A YEAR AGO182 people saw a UserVoice widget every second
  3. 3. A YEAR AGO 182 people saw a UserVoice widget every second which is ...450MM people every month across 170 different countries and 43 languages (translated courtesy of UserVoice users)
  4. 4. NOW 363 people saw a UserVoice widget every second which is ...943MM people every month across 170 different countries and 43 languages (translated 110% courtesy of UserVoice users)
  5. 5. A YEAR AGO1MM tickets have be handled by UserVoice Helpdesk
  6. 6. NOW5MM890K per month tickets have be handled by UserVoice Helpdesk
  7. 7. NOW5MM 890K per month tickets have be handled by UserVoice Helpdesk35,000 people have logged into their UserVoice admin console the 127% last 30 days.
  8. 8. A YEAR AGO17% of accounts saved money when we launched a free version of helpdesk.$25K in savings for those accounts.
  9. 9. THIS YEAR87% of accounts saved money or gained new functionality for free.$258K in savings for those accounts.
  10. 10. 200 people came out to learn how to keep their customers (happy).97% said they would attend again.
  11. 11. Customer retention is the new acquisitionIt’s getting more expensive to acquire customers as marketing channelsbecome saturated. Subscription businesses live and die by retention. Thebest way to retain customers is through great service but moreimportantly by building the product they want.
  12. 12. Customer retention is the new acquisitionIt’s getting more expensive to acquire customers as marketing channelsbecome saturated. Subscription businesses live and die by retention. Thebest way to retain customers is through great service but moreimportantly by building the product they want.Social media is the catalyst of, but not themedium of, the futureTwitter is the small claims court of bad support.It’s forcing companies to re-examine the cost of providing poor servicethrough the traditional channels that users prefer.
  13. 13. Customer retention is the new acquisitionIt’s getting more expensive to acquire customers as marketing channelsbecome saturated. Subscription businesses live and die by retention. Thebest way to retain customers is through great service but moreimportantly by building the product they want.Social media is the catalyst of, but not themedium of, the futureTwitter is the small claims court of bad support.It’s forcing companies to re-examine the cost of providing poor servicethrough the traditional channels that users prefer.Excellent customer service, like performance,is a killer feature.The way to achieve excellent service is by building it into your product.
  14. 14. "People were not yet used to social networking ... Inretrospect, things like Twitter and Facebook had toget big to establish user comfort and brand comfort.We’ve always thought the next logical step after thatwas more direct ownership. I think the timing makesmore sense for that now."Marc AndresseenFast Company, March 2013
  15. 15. The customer portal is dead.Be where your users are.And it isn’t Facebook: it’s inside your app. Make getting support or givingfeedback a great in-app experience.
  16. 16. The customer portal is dead.Be where your users are.And it isn’t Facebook: it’s inside your app. Make getting support or givingfeedback a great in-app experience.Be proactively soliciting for inputCreate ways for users to engage outside of when they have a problem.Get out from behind your help desk.
  17. 17. The customer portal is dead.Be where your users are.And it isn’t Facebook: it’s inside your app. Make getting support or givingfeedback a great in-app experience.Be proactively soliciting for inputCreate ways for users to engage outside of when they have a problem.Get out from behind your help desk.Drive engagement around meaningful, win-wincontent.That which is actionable to the company and important to users. Movebeyond the shallow pond of “likes” and “follows”. No flying banner 10minute surveys either.
  18. 18. The customer portal is dead.Be where your users are.And it isn’t Facebook: it’s inside your app. Make getting support or givingfeedback a great in-app experience.Be proactively soliciting for inputCreate ways for users to engage outside of when they have a problem.Get out from behind your help desk.Drive engagement around meaningful, win-wincontent.That which is actionable to the company and important to users. Movebeyond the shallow pond of “likes” and “follows”. No flying banner 10minute surveys either.Meaningful content needs meaningful analyticsWe can do better than social media vanity metrics.
  19. 19. NEW
  20. 20. NEWInstant Answers
  21. 21. 40% of contact requests can be Instantly Answered18% improvement in Instant Answers rate with this simplified linear contact experience.
  22. 22. NEW Help & Feedback HelpType an idea or question... I’m having trouble customize the co Next 3 related
  23. 23. NEWdback Help & Feedback 3 relatedn... I’m having trouble figuring out how to Overview of customize the colors of my bar charts| How we gen Allow us to m Next 3 related articles & ideas! Next None of
  24. 24. NEWdback 3 related articles & ideas! How we generng out how to We collect data fr Overview of bar chart settingsmy bar charts| interactions to ge charts in the indu How we generate our bar charts cessed and crafte esteemed pixelwo Allow us to make bigger pie charts Europe. Does this an No& ideas! Next None of these help! Continue Allow us to ma charts I want
  25. 25. NEWs & ideas! How we generate our bar charts We collect data from all of your customerrt settings interactions to generate the finest bar charts in the industry. Our bars are pro- Aweur bar charts cessed and crafted by the best and most Do yo esteemed pixelworkers in America and givegger pie charts Europe. Yes Does this answer your question? No Yeslp! Continue Allow us to make bigger pie charts I want this
  26. 26. No Yeslp! Continue NEW Allow us to make bigger pie charts I want this It would be great if there were more Gre options for displaying our charts. We would really appreciate a 3D option where we Gre Enter your emai can adjust the perspective and find the perfect angle for our presentations. We’ll up We’llidea up idea Our boss is currently unhappy with the Does this answer your question? progress we have made thus far and we No Yes Nevermind feel theat he would like us better if we were able to make bigger pie charts. Thnx!
  27. 27. Yes NEWger pie Allow us to ma charts I want thwere more Great stuff! It would be great if charts. We would options for display on where we Great stuff!Subscribe Enter your email address really appreciate a and find the can adjust the persentations. We’ll update you as this perfect angle for o We’llidea progresses. this update you as idea progresses. ppy with the r question? Our boss is curren Does this anhus far and we progress we have Yes Nevermind No better if we feel theat he would pie charts. Thnx! were able to make
  28. 28. NEW Pos What now? This will be posted you want to edit thiEdit your idea and post it on It would be greatour public forums different themes could customizeEdit and send us a privatemessage Go back Send u
  29. 29. No thanks NEW Post your idea Moow? This will be posted publicly on our forums do Idea title you want to edit this? Idea titled post it on It would be great if there were a couple of Category different themes for bar charts that we could customize for| Select onea private Email address (so w Email addressk Next Send us a message Mo
  30. 30. No thanks NEWidea More detailson our forums do Idea title Idea title were a couple of Category Thacharts that we Select one Your idea h our fee Email address (so we can update you!) Email address Next Post ideaessage More details
  31. 31. Next NEW Send us a message MoI’m having trouble figuring out how tocustomize the colors of my bar charts| How are you feelin Select one What is your favorit Cartoon characteYour email address Next
  32. 32. Next Post idea NEWessage More details g out how tomy bar charts| How are you feeling right now? Select one Mess We’ll be What is your favorite cartoon character? yo Cartoon character Next Send message
  33. 33. Post idea Next NEWailsow? Message sent. We’ll be getting back ton character? you shortly! Send message Next
  34. 34. NEWInstant Answers
  35. 35. NEWOur redesigned Instant Answersexperience, based on insight gleanedfrom UserVoice for iOS, is a simpler andmore effective customer contactexperience that results in increased self-service. Instant Answers
  36. 36. NEWSatisfaction Scores
  37. 37. NEWHow likely would you be torecommend our company to afriend or colleague? Tha 0 1 2 3 4 5 6 7 8 9 10 We take youNot likely Very likely Submit
  38. 38. NEWu be to pany to a Thank you!!6 7 8 9 10 We take your feedback to Very likely Submit Next
  39. 39. NEW
  40. 40. NEWSatisfaction Scores
  41. 41. NEWIntegrated satisfaction ratings givesupport teams a way to quantify the ROIof providing great support and productmanagers a way to track the effect ofproduct improvements. Satisfaction Scores
  42. 42. NEWSmartVote
  43. 43. NEW Whic Change the or in Knowledge Allow embeddWhat should we build next? form on a web Help us decide Get help
  44. 44. NEW Which is better? Change the ord Knowledge Bas Change the order of Articles It’d be great if I cou in Knowledge Base articles in the know date and alphabeti Allow embedding of contactbuild next? form on a web page 12 peoide Get help or give feedback Back Pic
  45. 45. NEWetter? 1 Y Change the order of articles in Knowledge BaseArticles Change t It’d be great if I could rearrange the order of Knowledg articles in the knowledge base including by Wins 33% date and alphabetical order. Allow emcontact form on a 12 people want this. Wins 64% Back Pick Pick + I want this Get reeedback
  46. 46. NEW 1 Your pickarticles in Change the order of Articles inange the order of Knowledge Basease including by Wins 33% of the timer. Allow embedding of contact form on a web paget this. Wins 64% of the time Pick + I want this Get ready for the next set! 3
  47. 47. NEW Which is better? Change the ord Knowledge Ba Change the order of Articles It’d be great if I cou in Knowledge Base articles in the know date and alphabet Allow embedding of contact build next? form on a web page 12 pecide Get help or give feedback Back Pi
  48. 48. NEW 34X Which is better? Change the ord more users engaged through Knowledge Ba our new tech than our It’d be great if I cou Change the order of Articles traditional forums (up to 25%in the know in Knowledge Base articles of active users) date and alphabet Allow embedding of contact build next? form on a web page 12 pecide Get help or give feedback Back Pi
  49. 49. NEW 34X Which is better? Change the ord more users engaged through Knowledge Ba our new tech than our It’d be great if I cou Change the order of Articles traditional forums (up to 25%in the know in Knowledge Base articles of active users) date and alphabet Allow embedding of contact build next? form on a web page 2X 12 pe more feedback per user Get help or give feedback given that were (amazingcide Back Pi reaching so many more casual users)
  50. 50. NEW
  51. 51. NEWSmartVote
  52. 52. NEWSmartVote is the new way all UserVoicefeedback will be evaluated. It providesthe statistically significant signal thatproduct managers need to makeinformed product decisions. SmartVote
  53. 53. NEW
  54. 54. NEWTouchpoint 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 givefeedback via SmartVote. Easily dismissed.Robust user analytics system includedGives you a complete view of your user base from 10K feetdown to individual users.
  55. 55. NEWTouchpoint 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 givefeedback via SmartVote. Easily dismissed.Robust user analytics system includedGives you a complete view of your user base from 10K feetdown to individual users.
  56. 56. NEWTouchpoint 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 givefeedback via SmartVote. Easily dismissed.Robust user analytics system includedGives you a complete view of your user base from 10K feetdown to individual users.
  57. 57. NEWTouchpoint 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 givefeedback via SmartVote. Easily dismissed.Robust user analytics system includedGives you a complete view of your user base from 10K feetdown to individual users.
  58. 58. NEWTouchpoint SDKThe Touchpoint Toolkit includes a simpleJavascript SDK for passing user informationwhich allows you to segment and drill downon 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",  "}]);
  59. 59. NEWTouchpoint SDKThe Touchpoint Toolkit includes a simpleJavascript SDK for passing user informationwhich allows you to segment and drill downon specific user traits in analytics.
  60. 60. NEWTouchpoint SDKThe Touchpoint Toolkit includes a simpleJavascript SDK for passing user informationwhich allows you to segment and drill downon specific user traits in analytics.This unique analytics framework will allowUserVoice to answer questions like:“What’s the top feedback from my paid users”“What ideas are most poplar with our leastsatisfied users”“What % of my users are engaged throughproduct feedback or support”“Are my free users creating the majority of oursupport tickets?”“Are people more or less satisfied with ourproduct after they receive support?”
  61. 61. NEWTouchpoint Toolkit Designed for MobileNot only is this the biggest change to the UserVoice experience that impacts 943MMpeople per month but it also is designed to work seamlessly on mobile.
  62. 62. NEWTouchpoint Toolkit Designed for MobileNot only is this the biggest change to the UserVoice experience that impacts 943MMpeople per month but it also is designed to work seamlessly on mobile. Now, it’s your turn http://uservoice.com/touchpoint-toolkit
  63. 63. Our MissionWe believe that service, like performance, is akiller feature and the best way to deliver it is byweaving into the products themselves.We believe that better products come fromlistening and understanding feedback anddriving that back into the product.We want to be the connective tissue betweenthe next generation of technology products andtheir (massive amount of) users.We want to help companies make betterproducts with their users.

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