Why we switched from GetSatisfaction (and Desk.com) to UserVoice… And how.
Get Satisfaction – Unsupported Plan – Time Sensitive
A few weeks ago, on the way to my vacation getaway, I received an email from GetSatisfaction stating that my current plan at 99$ a month will soon be withdrawn, and that we should get in touch shortly. This was sad news because we invested a lot of time in building our Azendoo User Community using their service.
While on the phone with Sales Rep. from GetSatisfaction, I was told that the price has jumped 430%, and will no longer be billed on a monthly basis but yearly and all upfront.
After a few minutes of hard negotiations, He had cut the price in half, but it was still far too much and yearly. There was no way out.
We decided to look around the other apps that we didn’t choose the first time around. UserVoice was on the list. It was the best challenger at that time. I went on their website the day after and discovered a nice pricing plan. Then, before creating an account, I checked if they had any import facility, which has become the most important feature today for us because we can’t start again from scratch.
And lucky me, UserVoice did a great job providing import facilities from GetSatisfaction! Even better, they also propose import from Desk, which we are also using to manage our tickets and the FAQ (plus some other services like Zendesk, Tender, Gmail or Imap…). Our support was split between these two services with no global search. This was the perfect occasion to consolidate 2 tools in one, reduce global cost and enhance service. Let’s go!
I created a Free 30 days trial account on UserVoice and started importing all GetSactisfaction and Desk data.
Importing GetSatisfaction into UserVoice
By going to Settings > General, scroll down to “Import content” and “New import…”
Importing your data from GetSatisfaction is that easy: simply provide your url… and that’s it.
You may even choose the mapping between GetSatisfaction and UserVoice:
Importing Desk into UserVoice
Desk is a little longer because you first have to authorize UserVoice to access your Desk account. Here’s how:
Logged as an Admin, go to Setting > API > Add API Application
As URL, put your_company.uservoice.com and the Key/ Key secret and Token / Token Secret will be generated.
Simply enter that into UserVoice import:
Thanks to UserVoice I realized that there where previously votes in GetSatisfaction, except we never had the chance to notice they were there, and neither did our users. Support is really smoother for us and therefore our users.
UserVoice really gives a voice to the users!
Also Statuses are much better managed in UserVoice, both on ticket and feedbacks.
Going Live and switching!
To be completely honest, we had some extra work, of course.
Most had to do with our FAQ articles. We had to save each and every screenshot from our Desk.com FAQ to upload them on a Flickr account, and add the link to those screenshots to the articles migrated into UserVoice.
Also, we took some time to check internal links inside of the migrated articles so they don’t point to your former URLs… and maybe updated some of them because the app might have changed already. :-)
When we were done, we customized the colors, verified the email domains, generated the app widgets, added Google Analytics ID, and even more from the page https://azendoo.uservoice.com/admin/settings/portal
Once we were happy with what we had, we launched a last import from the latest tickets and ideas into UserVoice, then managed statuses so they reflect the reality (and change titles so they are in the right language if needed).
Be careful when importing data as previously managed content may need to be managed again… like tickets and ideas statuses.
When done, switch the DNS from your domains hosting provider and add the following on UserVoice.
And that’s it…
Why we left GetSatisfaction?
- because of their incredible sales pricing increase
- users coming from our app very often couldn’t create an account on get satisfaction (which is required to ask a question…) even using their SSO facilities
- when we were receiving a notification email and were trying to reply from there, when hitting the “reply” button, a “login required” error will loose what you’ve just written…
- it was not that easy to use for our users and even for us, plus having our FAQ somewhere else was definitely not a good idea.
Why we left Desk?
- Only one connexion at a time with our free plan (I cannot connect both on the web and my mobile at the same time using my account)
- Resolved cases can be reopened by anyone on the web… even if it’s some spam
- Getting fonts size right in articles is really not easy
Despite that it is not too bad at ticketing, it’s not able to support your community with ideas, and feedback
Longer term experience
After 5 weeks of intensive UserVoice usage, we are really happy and have a better fully integrated view of your Users Support.
Turning a ticket into an FAQ article is much easier and answering a ticket is clearer (email-like answers, status, ability to authorize users to uploading screenshots…)
We see more people providing feedback and self-servicing from existing information the is available already.
What’s your experience with these solutions?