Contact Center Solutions Industry News

TMCNet:  UserVoice Now Enables Complete Customer Service Inside iPhone and iPad Apps

[November 14, 2012]

UserVoice Now Enables Complete Customer Service Inside iPhone and iPad Apps

SAN FRANCISCO, CA, Nov 14, 2012 (MARKETWIRE via COMTEX) -- UserVoice, the complete customer service solution on the web, today announced UserVoice for iOS. Available today, UserVoice for iOS is a full-featured customer service solution designed for iOS mobile applications. This new offering is also available in the StackMob Marketplace.

The role of customer service is changing. In today's social world, businesses are expected to handle multiple customer service channels, including phone, email, web and social media, to best serve their customers. Companies are shifting towards subscription-based revenue models and in-app purchases, and users of mobile applications expect a seamless in-app experience. As a result, companies are expected to engage and capture users simply and without interruption, and that includes gathering customer feedback and maintaining customer support without ever requiring the user to leave the mobile application.

UserVoice for iOS enables developers to insert a customer support contact form directly into iOS mobile applications, allowing users to provide feedback simply and efficiently from an iPhone or iPad. With this new offering, application developers are now able to scale both customer support and user engagement with a single line of code.

Key Benefits Comprehensive Customer Support -- Reduces spam and blank messages resulting from mail links -- Enables application developers to manage large amounts of data, including app versions and runtime information, to help route and respond to requests -- Helps customers instantly answer up to 40 percent of their own questions with innovative search-as-you-type technology that automatically pulls matching FAQs and forum ideas from other users to solve the request without ever contacting the company directly -- Customers never have to leave the application to submit support requests Improved Customer Feedback and Engagement -- Customers can see ideas from other users, greatly increasing engagement -- Customers can see multiple ideas and vote on the best within an organization's community -- Compliance with Apple's in-app purchase rules -- no need to leave the UserVoice app to provide feedback UserVoice for iOS is available now in the StackMob marketplace at: https://marketplace.stackmob.com/module/uservoice. Launched today, this new marketplace is a conglomeration of high quality libraries helping application developers build robust apps and bring them to market quickly and reliably.

Comments on the News "The Internet has spawned a generation of businesses built around self-service, and this new reality has forced organizations to re-evaluate current customer service models," said Richard White, CEO and founder of UserVoice. "With the launch of UserVoice for iPhone and iPad, we are proud to offer application developers a simple way to install a robust customer service solution within mobile applications. We look forward to continuing to develop innovative solutions that empower our customers to better communicate with their users." "Previously we tried using an email support link in our app, but it resulted in a large number of blank emails since users would hit 'send' to leave the email interface," said John Fan at PicCollage.

"After we started using UserVoice for iOS, it really reduced the load on our support team! Junk tickets dropped by 75%, and UserVoice's Instant Answers resolves half of our user requests by pulling relevant articles from our forums and knowledge base." Helpful Links UserVoice Find UserVoice in StackMob Marketplace The UserVoice blog Like UserVoice on Facebook Follow UserVoice on Twitter About UserVoice Launched in 2008, UserVoice is the San Francisco-based startup that empowers companies to help and understand their users, keep them happy with great support, and be even smarter about building better products. The company's feedback forums make it easy for users to share, discuss, and vote for ideas, while its support tools enable companies to track and respond to support requests quickly and with less effort. Easy to set up and even easier to use, UserVoice can be embedded directly in websites, iPhone/iPad apps, and Facebook pages to go wherever users go. Join the more than 100,000 organizations, like Rackspace, SwiftKey, Microsoft, IGN, Zynga, and HipChat, giving their users a voice with UserVoice. Visit the UserVoice blog, and get started today for free.

Media Contact Scott Lechner Kulesa Faul for UserVoice (650) 340-1987 Email Contact SOURCE: UserVoice http://www2.marketwire.com/mw/emailprcntct id=EB00DAAC98F1F2DA

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