Customer Support Solution Provider UserVoice Launches New Reporting Tools

UserVoice, makers of tools for managing customer support and feedback, is today launching a new reporting tool for businesses using its “Instant Answers” service. The service, which is built into the UserVoice Full Service system, allows companies to automatically connect their help requests to available Knowledge Base entries in order to provide an immediate answer to incoming queries.

With today’s launch of the reporting tool, those companies will now be able to tell how effective their Knowledge Base is at providing those answers to their customers.

According to UserVoice, sending customer inquiries to a Knowledge Base (KB) can save on average $4 and 7 minutes of support time for each help desk ticket the KB entry can help resolve. It makes the company’s support processes more efficient, too, since many customers tend to ask the same questions over and over again, but rarely check out the company’s KB on their own, says company CEO Richard White.

The newly launched reporting mechanism will now provide companies with more insight into what’s working and what’s not, in terms of the KB redirections. Included in the tool are metrics for the percentage of Knowledge Base entries that are viewed and have successfully averted a support ticket submission, what Knowledge Base articles are viewed most often and what percentage of support requests actually have matching Knowledge Base articles.

UserVoice says its Full Service system is now seeing over 30% growth month-over-month in account sign-ups since its launch in March of this year. Pricing plans for the system start at $5 per month for systems with one agent and go up to fully customizable solutions at $125/month per agent.

The San Francisco-based company was founded in 2008 and has received $800,000 in seed and Series A funding.