UserVoice turns customer support into the Game

The average customer service worker hardly gets pleasure of his work. These stupid customers with their stupid questions or too nervous customers can make anyone crazy. Knowing this, the developers of helpdesk-service UserVoice used the game mechanics to make work of the support staff more interesting and their customers - more happy. In UserVoice support specialists play against each other earning points. For each response support person gets bonus, and if he responded quickly (within one hour) - points are tripled. And if the customer is satisfied with the answer, he may give the support rep the kudos that costs a lot of points. Boss may give an award to the support champion every week. Or may not, because this game is interesting itself.



It should be noted that except for this game mechanics, UserVoice is worthy of many kind words for the easy-of-use and functionality. In particular, it allows to easily embed on site (or Facebook-page) the customer feedback form. It can create tickets out customer emails and support reps can respond by email too. But it's more convenient to reply from the service interface - because you can use canned responses and communicate with colleagues to resolve problems collaboratively.

See also: Top 10 Helpdesk software