Chances are that if you’ve ever used a website to vote on feature requests for a game or app, the voting system was driven by UserVoice. Founded in 2008, UserVoice has long focused on helping businesses retain customers by understanding their wants and needs and dealing with support issues.
iOS has enjoyed a UserVoice SDK since 2012, but Android has gone without. Today, UserVoice officially launched its SDK for Android. Now Android app and game developers can integrate UserVoice directly into their apps, cutting down on support headaches and improving the user experience.
Head past the break for more details and our exclusive interview with the CEO of UserVoice!
Before we get to the interview questions, here are the features of the UserVoice SDK for Android.
In-app Customer Support:
- Keeps customer support where companies want to keep their users – in-app.
- Reduces spam and blank messages resulting from traditional support mail links.
- Helps customers instantly answer up to 49 percent of their own questions with Instant Answers thereby lowering support costs.
- Enables application developers to manage large amounts of data, including app versions and runtime information, to help route and respond to requests and increase the percentage of issues resolved with the first response.
In-app Customer Feedback:
- Engages customers when and where they engage with companies.
- Allows customers to see ideas from other users rather than posting in a vacuum.
- Enlists customers to vote on the best ideas and enables companies to respond to their communities en masse.
Interview with Richard White, CEO of UserVoice
Are there any common Android-specific support issues that UserVoice is uniquely qualified to handle?
UserVoice SDK is most valuable to apps with a good size user base who are struggling to scale their support and insight. We see the SDK used by any vertical (from gaming to productivity) but most valuable to free, or freemium, apps over paid apps simply because they tend to have much larger install bases (10X larger on average). That said it’s a free product that’s easy to install so there’s no reason not to bake this into your app at launch.
Two main selling points:
- Reducing inbound customer support through self-service. A lot issues can be answered by a reasonable robust KB or FAQ. The problem is that mobile app users have short attention spans: you need to solve their problem now or they’re moving on. Our SDK provides Instant Answers, suggested solutions to problems, as the user is typing their message to the company.
- Scalable way to collect app feedback. Beyond the acute support issues (bugs, etc) there’s a need to understand what issues users have with apps or what enhancements they’d find most useful. 1:1 messages aren’t the best way to do this.
How did you optimize the SDK when moving from iOS to Android?
It obviously differs in the UI controls and look-and-feel but beyond that there are some learnings we took from iOS and incorporated into the Android SDK. The first being a more user friendly “contact us” experience with Instant Answers.
The second being the addition of our new analytics system that allows you to track all of your active users, not just the ones who have engaged you via UserVoice, and tells you what impact answering feedback or support has on their level of engagement (basically tell you why you’re bothering to do this in the first place).
How long has the Android SDK been in development?
Including our private beta period: 9 months.
More importantly, how long does it take for Android developers to incorporate the SDK into their apps or games?
We estimate and have seen most developers get it installed in under an hour. (The website advertises 1-3 hours for installation. –ed.)
How do developers acquire the SDK?
Simply sign up for a UserVoice account (they’re free) and download our SDK from GitHub.
If they go to http://uservoice.com/mobile they’ll get screenshots and setup information for each cell SDKs.
Bonus Interview with John Fan, Co-founding father of PercentCollage
To get the entire image of how UserVoice advantages builders, we went straight to some of the builders who participated within the SDK beta. %Collage is a quick and free app for making photograph collages and pictures on the go. Which you can clutch it via the usage of the Google Play hyperlink on the prime of this text.
What originally led you to join UserVoice?
I met Richard White at a convention (in Singapore) and had a captivating dialog with him about the way forward for customer support. Some time later, when UserVoice was once introducing the iOS SDK, we made up our minds to be an early beta consumer
How troublesome used to be it to include the UserVoice SDK into your app?
It’s not tough to combine the SDK. Our expertise used to be a little bit distinctive in that we have been an early beta tester of each the iOS and Android SDK, so we supplied UserVoice with early comments.
How has your organization has benefited from the usage of UserVoice?
[One example is] the SDK lets in us to go in tool information. That manner, when the ticket is available in to us, we additionally obtain essential data similar to OS model, app model and instrument sort, saving us time in debugging.