larry.gerard@workhuman.com
My feedback
23 results found
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1 votelarry.gerard@workhuman.com
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2 votes
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8 votes
An error occurred while saving the comment larry.gerard@workhuman.com
supported this idea
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65 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
When someone adds a vote, they can optionally add the source of the vote. We use this to link an Idea back to a saleforce object that has the details of the source. It would be nice to be able to capture and report on the source data. I.e Source is a Sales force Account risk. OR source is an oppourtunity risk. Or the source is from a Qualtrics survey and is a NPS promoter, Detactor or Neutral.
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29 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
We have the salesforce issue that may take some time to fix. Not all employees are associated with our corporate account in salesforce. Thus they come over without an account relationship in UV. This causes a problem trying to count voters external vs internal.
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4 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
We use Qualtrics for NPS surveys, this data also is pushed into salesforce. I would like to be able to update/correlate NPS survey data from Qualtrics/Salesforce with UV user NPS scores.
larry.gerard@workhuman.com
supported this idea
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5 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
The current slack integration is one way but it only sends to a Slack channel.
I would like to be able to send a UV update to a person in slack. This is where our company communicates. They use UV maybe once or twice a week. So for them to read and email or go into UV to look for idea updates is too much effort.
Ideally, when I create an IDea internal comment, I would like to be able to pick from a list of internarl voters, and add additional user to be slacked directly. The slack user could respond in slack and have a conversation with the person who posted the internal comment.
Primary scenerio.
1) Joe Admin reviews a new idea in UV admin console.
2) decides to assign it to a product manager for review
3) Writes an internal comment "Please triage" need to get this customer an answer ASAP. Joe Admin select slack Product manager.
4) Product manager gets a DM from UV - Joe Admin posted comment "please triage...."
5) PRoduct manager response to slack
6) UV post a new internal comment from product manager and slacks the orginal commenter Joe admin.
7) Joe admin gets a slack from UV- Product manager changed status to new idea. commented " i need a week to get back to you"larry.gerard@workhuman.com
supported this idea
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12 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
Rajaram goal is aligned with our goal to have salesforce as the single source of truth for the Sales and Customer Success Managers (CSM).
Currently if you are a seller or a CSM and want to get a status on all the ideas submitted by your customer you need to leave sales force and search for the account in UV. That requires both training and access to admin hub. Currently Sellers and CSM can see in salesforce, NPS surveys, oppourtunties, contacts, risks... everthing about the account except Ideas.
I would like the CSM to be able see a Saleforce object with all the UV ideas and the current "internal" status.
larry.gerard@workhuman.com
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1 votelarry.gerard@workhuman.com
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13 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
Ideally would like to be able to see the Customer NPS score when viewing the Accounts attached to an Idea. Similar to how you can see their revenue and other account attributes.
NPS score is in Qualtrics and Salesforce, so syncing NPS from these systems is a better solution than import via CSV. CSV import is a workable solution.
larry.gerard@workhuman.com
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1 votelarry.gerard@workhuman.com
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31 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
Jira is the Development team view of their work. UserVoice is the customers view.
The current integration show the Jira status, but does not change the status of the Idea. The idea is for the Jira status change to automatically or prompt the Jira (user) to change the associated Idea status.
It's probably more complicated than a simple 1 to 1 linking. Needs more investigation. I seen where a Idea gets linked to a parent of a collection of Jira issues and one or more of them need to be completed to close the Idea. So the manual progress or prompt for the Jira user to update Uservoice is probably better choice until we implment a higher fidelity process.
larry.gerard@workhuman.com
supported this idea
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3 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
Currently we do not allow customers to view or submit ideas in UserVoice. They must contact a WorkHuman employee ( usually their CSM) and provide them the details. This provides a filter that is only as good as the CSM interpretation. When someone then has a question on an idea, it is a difficult back and forth with the CSM as the person in the middle.
ideally we would like to open up the portal for customers so that they can submit. The idea is if then can only see what they submit they may provide more details vs voting for a existing idea. Then the merge and "upcoming" AI could help us to aggregate the ideas.
We would like them to be able to get notifications or updates as well as be able to see other ideas submitted by their company.
larry.gerard@workhuman.com
supported this idea
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4 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
Customer Success Managers (CSM) need to be able to see all the ideas submitted by /voted on or provided feedback for an account. This will allow them to proactively monitor status and provide feedback to the customer product admins, who may or may not have access or visability to all the ideas their company has submitted.
Currently we do not allow an external (customer) to view Uservoice material. So they must rely on CSM to provide that informations.
Even when and if we provide visability to their accounts ides, the CSM need visiablity to be proactive on providing updates.
larry.gerard@workhuman.com
supported this idea
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2 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
Merged ideas and Deleted ideas both show in the listview. Which can make it hard to review a list of ideas that have these in the list.
We delete ideas for many reasons. But recently we have doing some training on submitting ideas. We let them create a "test' idea during training and then delete it after. So that has incerased the importance of this idea.
larry.gerard@workhuman.com
supported this idea
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11 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
Need this for our internal usage deployment. Customer should not get emails. We still have a scenerio, that i need to figure out, that is sending out emails to customers.
larry.gerard@workhuman.com
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2 voteslarry.gerard@workhuman.com
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4 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
This is very important. Product managers need to be able to quickly find a set of ideas they are responsible for. Custom views help them in the admin console. But they are not UserVoice experts as the companies "UV" program manager is. So you really don't want them to be able to change the shared views. They should be able to copy or create temporary changes to customize to their needs.
Additionally it would be great, if shared views could use some generic filters. Most helpful would be a custom field (assignee) that can be set to filter for who is running the view.
larry.gerard@workhuman.com
supported this idea
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6 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
We have ELAs for some status that require a review and feedback. For example, all new ideas must be reviewed and triaged into a dev status (future, planned, already exists, will not implement) with 5 days. Idea can only sit in a external "under review) internal status(need more info, needs Product Manager review) for 5 days. Having a way to send notifications (email, slack) after 1 day, ...
Ideally would be good to customize the message. "new idea 5 days to review". New idea needs review 4 days to review". Urgent Idea must be reviewed by EOD, Escalation starts tomorrow "larry.gerard@workhuman.com
supported this idea
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6 votes
An error occurred while saving the comment larry.gerard@workhuman.com
commented
With over 40 Forum/category combinations and almost as many product managers we need to maintain a table of which product manager will review which idea. Product Managers (UV admins) will not review incoming ideas in their Forum/category. Often the submitted gets this wrong, so our UV program manager must review all incoming ideas and assign them to a product manager. This slows down the process and makes it tougher to meet a Triage/review ELA for all new ideas.
larry.gerard@workhuman.com
supported this idea
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We have a similar issue, where we have implemented a 14 day Triage SLA. Triage is a summary of 3 internal statuses used to manage review and acceptance of the new ideas. The ideas can only be in these 3 internal status for a max 14 days. It has to move from the triage status to an Active status or a closed state in 14 days.
Ideally, there is a set of emails or slack notifications that take place to help progress through the triage statuses.