UserEcho - from a catalyst of ideas to a full-fledged customer support service

UserEcho is a service that allows you to bring support for your users to a new level. It combines a collective knowledge base, a means of collecting feedback, simple and effective helpdesk.


We are already a year and three months old. During this time, 2795 projects registered, for them 88345 users left 34368 ideas and 665478 votes.

During this period we have constantly developed and improved. Every month we try to implement several significant changes (innovations) and daily carry out work on micro-modifications. As a result, based on what is required by our customers, we transformed from an idea gathering service into the following types of services:
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Further, what we have grown and what has changed ...

1. Service for collecting requests and ideas of users - quickly configured and you get a place to collect ideas. Users can vote for them, choosing the most necessary for your project. A discussion of ideas is also available. When a user starts writing his idea, UserEcho automatically checks for the presence of similar ones in the accumulated database. This saves you from duplicates and saves users time.
2. Blogging inside UserEcho - since we added a handy WysiWyg editor, it has become possible to create topics containing images and formatted text. Those. for blogging, you just need to create a category, for example “Our News”, and fill it with content. Our blog http://blog.userecho.com we are on the platform UserEcho .
3. Knowledge Base - after you begin to interact with your customers, responding to their requests, you will form a database of answered requests and realized ideas. With the help of your customers, your website will be accumulated with information that is useful for all and allows you to quickly and easily search.
4. Helpdesk - in addition to public requests, private requests from users are supported, available only to the asked user and the project administration team. At the same time, the review fully supports the rest of the functionality, i.e. statuses, response, comments. If, after discussion, useful information is generated that can be moved to the knowledge base, the review is easily moved to open access.
5. Task manager - if you start a private forum on UserEcho and give access only to your team, then on this basis it is easy to organize a simple task manager for managing tasks. We have been conducting all our tasks for about a year on the UserEcho platform. It is much more convenient when all the information on the project is in one place.

We are constantly improving each of the areas with the wishes of users. For each of them there are a lot of ideas on how to develop further, which we are doing. Below are the latest changes since the previous announcement on Habré:

• Entered user ratings, and a project user page. Now companies will see their active users and evangelists.
  
  
  
• Added 3 types of content moderation, moderation, user moderation and automatic moderation using the Akismet filter.
• Made a full-fledged API for accessing project data
• It became possible to view the voting details for each of the topics
  
  
  
• Added wysiwyg editor for topics and comments, now you can leave formatted messages and insert images into them. In the screenshot, an example of what topics you can create.
  
  
  
• Made statistics on projects, now administrators can view the attendance and activity on the forum by day for the last month.
  
  
  
• Conducted integration with Facebook , inside your fan pages you can now add a feedback tab with full UserEcho functionality
  

We will be glad to hear constructive suggestions for further development of the service.

In the near future, the following options will appear:

1) Dashboard for general assessment of the situation on the project.
2) Twitter integration
3) New Widgets

Related Links:
UserEcho - userecho.com
Our blog - blog.userecho.com
Support Community - feedback.usercho.com
Latest news - @userecho