Onboarding – Andrew M

Hello and welcome to the UserVoice family! 

I wanted to take a moment and introduce myself. My name is Aaron Lapierre and I'm the Director of Customer Success here at UserVoice.  

Your Customer Success Manager will be your primary point of contact during this time. They'll be responsible for driving the technical setup to completion and consulting with your team on how to change business processes. Ultimately, our goal is to enable you to make data-driven product prioritization a reality.

As you can imagine, we take feedback here seriously. If you ever have advice for us, please don't hesitate to share.

• Product suggestions can be submitted via our online portal
• Service suggestions can be sent directly to me via email

Thanks again for your business and we're glad to have you on board. 

Cheers,

Aaron Lapierre

[email protected]

Hello! My name is Andrew Mulvaney and I'm a Sr. Customer Success Manager here at UserVoice. I was one of the original members of UserVoice’s Success department and created the initial Customer Advisory Board. I'm passionate about making sure both Product Managers and Executives find value in UserVoice to meet their specific business needs.

When I'm not working with customers, you can usually find me learning the ropes of parenting my first child. Occasionally though I get to determine the next place to travel or go for a hike with my wife, son, and large dogs. Hopefully ending in a brewery.

Onboarding Objectives

• Complete technical implementation of UserVoice
• Educate team on incorporating UserVoice into day-to-day
• Communicate launch to end users
• Start the shift towards data-driven product decisions

To help facilitate the onboarding of UserVoice, please note some rolls you may need to fill.

Use this list to help you track the members of your team, if you find it helpful.

The below configuration requirements will be used to inform us of the implementation steps and touchpoints needed. While these are not meant to be static requirements, changes to this during the onboarding period may result in delays.

To get started, here are some helpful Knowledge Base articles on how to set up the basics. 

• Setting up Forums
• Creating Categories

We always suggest adding a welcome message that lets users know what you are looking for from them when it comes to feedback and what they can expect from you.

Here is a standard one to start with:

Welcome to [Product Name]’s feedback site.  We love hearing from our customers. If you have suggestions for how we can improve our product, please share them with us. While we can't respond to every suggestion, our product team regularly reviews all of the ideas submitted.

How it works

• Search to see if your suggestion currently exists
• If you have a suggestion that’s not listed yet, submit your own
• Include one suggestion per post

Customer examples

• Office365
• Xbox

When it comes to your site design, you have a couple of options.

You can simply update the logos and colors on your site to match your brand.

• Customize your web portal

Or you're welcome to create a uniquely branded experience.

• How to customize the CSS and HTML

It's a best practice to populate your forums with existing ideas prior to launch. This will serve the purpose of both guiding your users on how to submit feedback and getting them excited about feedback that's currently in progress.

• Importing existing feedback
• Importing existing supporters

Below is the template for importing suggestions

Once you're ready, you can begin adding the rest of your Admin team to UserVoice. 

• Adding an Admin

Our most successful customers complete status updates on suggestions at least monthly. Statuses are an important part of closing the loop with users to keep engagement up.

When first getting started with UserVoice, you will have default statuses, but we recommend customizing them to align more closely with the stages you want users to be aware of.

• Custom Statuses

As you begin to get more feedback, it's important to set expectations around communication. We recommend setting thresholds on when and why you manage suggestions.

There's no one size fits all approach. You should consider your user base & your resources. Also know that these may change over time.

Example thresholds:

• Only ideas with more than 10 votes are reviewed.
• The top 10% of suggestions are reviewed monthly
• Ideas that do not get 3 votes within 7 days are declined.
• Ideas with less than 100 votes are merged together as needed and status is changed to "In Consideration"
• Ideas with no activity in the last 90 days are declined.

Work with your Customer Success Manager to define what works best for your team.

Below please find the steps required for setting up your UserVoice In-App Feedback Widget.

To get started, here are some helpful Knowledge Base articles on how to set up the In-App Feedback Widget.

• Setting up the Post Idea Widget
• Setting up the NPS Widget
• Adding the Widget to your website
• Advanced Widget features

Below please find the steps required for setting up Single Sign-On with UserVoice.

Below is some documentation to review based on the type of SSO you will be implementing.

• One Login
• Token Based
• SAML
• Azure AD
• Okta

Below please find the steps required for passing User/Account trait data into UserVoice.

Here are some helpful Knowledge Base articles on how to pass data into UserVoice.

• Salesforce Lightning Integration Setup
• Salesforce Classic Integration Setup
• Getting started with User and Account Fields
• Passing User and Account Fields into UserVoice
• Importing User and Account Fields into UserVoice with a CSV

Set up a technical call with your Implementation Engineer to get this started.

As part of your workflows, it is helpful to be able to link suggestions and features to projects in Jira or VSTS.

Please review the relevant documentation and set up a call with your Implementation Engineer if necessary.

• Jira Integration Overview
• VSTS Integration Overview

This area serves to outline steps for creating a notification plan for your end-users. 

Here are some template emails that we have seen people customize in the past

• Template 1
• Template 2

Before we roll UserVoice out to your end-users, let's do one last check.

Congratulations! You're ready to launch UserVoice to your users. 

Admin Training Video

• Getting started with the Contributor Sidebar
• Creating Teams for the Contributor Sidebar
• ZenDesk App (If Applicable)
• Video overview of using Contributor Sidebar
• SFDC Feedback and Opportunity Integration