December 11, 2012
UserVoice and Crittercism Team Up on New Customer Feedback System
By Oliver VanDervoort
UserVoice has now formed a partnership with Crittercism, a company that specializes in mobile application management (APM (News - Alert)) platforms. This particular partnership means that mobile developers will now have a full suite of customer service solutions that will push both companies to the top of the heap. The suite is expected to provide real-time user support as well as crash reporting and instant feedback.
The developer kits are being built to make sure that they will be able to communicate quickly and easily between different solutions and share data in a more efficient manner. Apparently, the end game for this particular platform is to bring customer support and user experience reporting to the mobile platforms in a very real way.
“We recently launched UserVoice for iOS and everything we did on the Web boiled into a solution that an SDK developer could put into their iPhone (News - Alert) and iPad app. Most people on mobile apps have been using mail links where if you need feedback or support it just brings up the mail link,” said Richard White, CEO of Uservoice, in an interview with BetaKit.
“Mobile is where the web was four years ago…so now companies are trying to do customer service on mobile but they’re having a hard time scaling it.”
In the long run, the two companies want to come up with a way for users to give feedback that goes far beyond what is currently available in the iOS app store. The partnership allows people to report bugs through Crittercism, instead of simply giving a negative review of a particular application when they find a bug or it crashes. This kind of expanded feedback could change the role that the iOS application store plays in the very near future. With this kind of feedback, current users of the application can make it that much better, while potentially new users would not be bogged down with piles of negative comments about a bug that has since been fixed.
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Edited by Brooke Neuman