UserVoice Announces Next Generation of Customer Engagement
New Touchpoint Toolkit extends large-scale interaction and analytics throughout the customer lifecycle.
Posted Mar 22, 2013
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UserVoice yesterday released the next generation of its product suite with the addition of Touchpoint Toolkit, a collection of engagement tools. Touchpoint Toolkit extends meaningful, large-scale interaction and analytics throughout the customer lifecycle.

The UserVoice product suite combines user feedback, support, and knowledge management to create a positive feedback loop. The new Touchpoint Toolkit provides the following:

  • SmartVote, a pairwise comparison game, that invites users to weigh in on which ideas are hot and which ideas are not.
  • Satisfaction Ratings, assessments that are baked into the user experience, as are quick insight and standard metrics to track and report on customer performance.
  • Instant Answers that have been reimagined from the user’s perspective to include a single starting point for engagement.
  • User and Engagement Analytics that cross references basic user attributes with user engagement and satisfaction results.  

"In 2008, we launched UserVoice and introduced the customer feedback tab. And while today, this may seem commonplace, at the time it was a revolutionary approach to customer engagement," said Richard White, CEO and founder of UserVoice, in a statement. "Five years later we continue to transform the way businesses communicate with their users to meet the needs of new economies. Today's consumers expect business to be everywhere, but only turn to Twitter and Facebook when thrilled or fed up. With UserVoice's Touchpoint Toolkit, businesses now have the tools necessary to extend meaningful interaction to each touchpoint and reinforce return business in the process."

Touchpoint Toolkit is currently available for early access registrants.


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