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)

1. Hi

5. A YEAR AGO
182
people saw a UserVoice
widget every second

6. 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)

7. 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)

12. A YEAR AGO
1MM tickets have be handled by
UserVoice Helpdesk

13. NOW
5MM
890K per month
tickets have be handled by
UserVoice Helpdesk

14. NOW
5MM
890K per month
tickets have be handled by
UserVoice Helpdesk
35,000 people have logged into their
UserVoice admin console the
127% last 30 days.

20. A YEAR AGO
17%
of accounts saved money
when we launched a free
version of helpdesk.
$25K
in savings for those accounts.

21. THIS YEAR
87%
of accounts saved money or
gained new functionality for
free.
$258K
in savings for those accounts.

24. 200
people came out to learn
how to keep their customers
(happy).
97%
said they would attend again.

25. Customer retention is the new acquisition
It’s getting more expensive to acquire customers as marketing channels
become saturated. Subscription businesses live and die by retention. The
best way to retain customers is through great service but more
importantly by building the product they want.

26. Customer retention is the new acquisition
It’s getting more expensive to acquire customers as marketing channels
become saturated. Subscription businesses live and die by retention. The
best way to retain customers is through great service but more
importantly by building the product they want.
Social media is the catalyst of, but not the
medium of, the future
Twitter is the small claims court of bad support.
It’s forcing companies to re-examine the cost of providing poor service
through the traditional channels that users prefer.

27. Customer retention is the new acquisition
It’s getting more expensive to acquire customers as marketing channels
become saturated. Subscription businesses live and die by retention. The
best way to retain customers is through great service but more
importantly by building the product they want.
Social media is the catalyst of, but not the
medium of, the future
Twitter is the small claims court of bad support.
It’s forcing companies to re-examine the cost of providing poor service
through 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.

28. "People were not yet used to social networking ... In
retrospect, things like Twitter and Facebook had to
get big to establish user comfort and brand comfort.
We’ve always thought the next logical step after that
was more direct ownership. I think the timing makes
more sense for that now."
Marc Andresseen
Fast Company, March 2013

29. The customer portal is dead.
Be where your users are.
And it isn’t Facebook: it’s inside your app. Make getting support or giving
feedback a great in-app experience.

30. The customer portal is dead.
Be where your users are.
And it isn’t Facebook: it’s inside your app. Make getting support or giving
feedback a great in-app experience.
Be proactively soliciting for input
Create ways for users to engage outside of when they have a problem.
Get out from behind your help desk.

31. The customer portal is dead.
Be where your users are.
And it isn’t Facebook: it’s inside your app. Make getting support or giving
feedback a great in-app experience.
Be proactively soliciting for input
Create ways for users to engage outside of when they have a problem.
Get out from behind your help desk.
Drive engagement around meaningful, win-win
content.
That which is actionable to the company and important to users. Move
beyond the shallow pond of “likes” and “follows”. No flying banner 10
minute surveys either.

32. The customer portal is dead.
Be where your users are.
And it isn’t Facebook: it’s inside your app. Make getting support or giving
feedback a great in-app experience.
Be proactively soliciting for input
Create ways for users to engage outside of when they have a problem.
Get out from behind your help desk.
Drive engagement around meaningful, win-win
content.
That which is actionable to the company and important to users. Move
beyond the shallow pond of “likes” and “follows”. No flying banner 10
minute surveys either.
Meaningful content needs meaningful analytics
We can do better than social media vanity metrics.

33. NEW

34. NEW
Instant Answers

37. 40% of contact requests can
be Instantly Answered
18% improvement in Instant
Answers rate with this
simplified linear
contact experience.

38. NEW
Help & Feedback Help
Type an idea or question... I’m having trouble
customize the co
Next 3 related

39. NEW
dback Help & Feedback 3 related
n... 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

40. NEW
dback 3 related articles & ideas! How we gener
ng out how to We collect data fr
Overview of bar chart settings
my 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

41. NEW
s & ideas! How we generate our bar charts
We collect data from all of your customer
rt settings
interactions to generate the finest bar
charts in the industry. Our bars are pro-
Awe
ur bar charts cessed and crafted by the best and most Do yo
esteemed pixelworkers in America and give
gger pie charts Europe.
Yes
Does this answer your question?
No Yes
lp! Continue
Allow us to make bigger pie
charts I want this

42. No Yes
lp! 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!

43. Yes
NEW
ger pie Allow us to ma
charts I want th
were 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 pers
entations. 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 an
hus far and we progress we have
Yes Nevermind No
better if we feel theat he would
pie charts. Thnx! were able to make

44. NEW
Pos
What now? This will be posted
you want to edit thi
Edit your idea and post it on
It would be great
our public forums
different themes
could customize
Edit and send us a private
message
Go back
Send u

45. No thanks
NEW
Post your idea Mo
ow? This will be posted publicly on our forums do Idea title
you want to edit this?
Idea title
d 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 one
a private Email address (so w
Email address
k
Next
Send us a message Mo

46. No thanks
NEW
idea More details
on our forums do Idea title
Idea title
were a couple of Category
Tha
charts that we
Select one Your idea h
our fee
Email address (so we can update you!)
Email address
Next Post idea
essage More details

47. Next
NEW
Send us a message Mo
I’m having trouble figuring out how to
customize the colors of my bar charts| How are you feelin
Select one
What is your favorit
Cartoon characte
Your email address
Next

48. Next Post idea
NEW
essage More details
g out how to
my 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

49. Post idea Next
NEW
ails
ow?
Message sent.
We’ll be getting back to
n character? you shortly!
Send message Next

50. NEW
Instant Answers

51. NEW
Our redesigned Instant Answers
experience, based on insight gleaned
from UserVoice for iOS, is a simpler and
more effective customer contact
experience that results in increased self-
service.
Instant Answers

52. NEW
Satisfaction Scores

53. NEW
How likely would you be to
recommend our company to a
friend or colleague? Tha
0 1 2 3 4 5 6 7 8 9 10
We take you
Not likely Very likely
Submit

54. NEW
u be to
pany to a
Thank you!!
6 7 8 9 10
We take your feedback to
Very likely
Submit Next

55. NEW

56. NEW
Satisfaction Scores

57. NEW
Integrated satisfaction ratings give
support teams a way to quantify the ROI
of providing great support and product
managers a way to track the effect of
product improvements.
Satisfaction Scores

58. NEW
SmartVote

60. NEW
Whic
Change the or
in Knowledge
Allow embedd
What should we build next? form on a web
Help us decide
Get help

61. 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 contact
build next? form on a web page 12 peo
ide
Get help or give feedback Back Pic

62. NEW
etter? 1 Y
Change the order of articles in
Knowledge Base
Articles 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 em
contact form on a
12 people want this. Wins 64%
Back Pick Pick + I want this Get re
eedback

63. NEW
1 Your pick
articles in
Change the order of Articles in
ange the order of
Knowledge Base
ase including by
Wins 33% of the time
r.
Allow embedding of contact
form on a web page
t this. Wins 64% of the time
Pick + I want this Get ready for the next set!
3

64. 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 pe
cide
Get help or give feedback Back Pi

65. 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 pe
cide
Get help or give feedback Back Pi

66. 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 we're
(amazing
cide
Back Pi
reaching so many more
casual users)

67. NEW

68. NEW
SmartVote

69. NEW
SmartVote is the new way all UserVoice
feedback will be evaluated. It provides
the statistically significant signal that
product managers need to make
informed product decisions.
SmartVote

70. NEW

71. 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.

72. 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.

73. 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.

74. 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.

75. 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",
"}]);

76. 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.

77. 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.
This unique analytics framework will allow
UserVoice to answer questions like:
“What’s the top feedback from my paid users”
“What ideas are most poplar with our least
satisfied users”
“What % of my users are engaged through
product feedback or support”
“Are my free users creating the majority of our
support tickets?”
“Are people more or less satisfied with our
product after they receive support?”

78. NEW
Touchpoint Toolkit Designed for Mobile
Not only is this the biggest change to the UserVoice experience that impacts 943MM
people per month but it also is designed to work seamlessly on mobile.

79. NEW
Touchpoint Toolkit Designed for Mobile
Not only is this the biggest change to the UserVoice experience that impacts 943MM
people per month but it also is designed to work seamlessly on mobile.
Now, it’s your turn
http://uservoice.com/touchpoint-toolkit

80. Our Mission
We believe that service, like performance, is a
killer feature and the best way to deliver it is by
weaving into the products themselves.
We believe that better products come from
listening and understanding feedback and
driving that back into the product.
We want to be the connective tissue between
the next generation of technology products and
their (massive amount of) users.
We want to help companies make better
products with their users.