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Userback Review and Overview- Business Through the Customer Experience Lens

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by Syed Asif

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11.05.2020

Userback Overview

When you start anything, you are mostly ad-libbing to understand what is it that your customers want. While some of you might understand what the market wants, a lot of us would actually be much better off if the customers could tell us where the problem is in the product, on the product itself preferably. The perils of that are quite easy to understand with physical products, but with products that span the world wide web, this has become a reality. Presenting Userback!

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Userback is a platform that is here to make your life easier as a solopreneur or entrepreneur at almost any stage of business you are at. The platform provides a way to provide a powerful yet useful and practical way to collect feedback from the users by giving them the power to use visual tools to highlight their concerns and/or problems to you.

Whether you are working on a project or collecting feedback on an existing one, it all becomes easy with Userback so that you can understand exactly where you need to work instead of going back and forth with email threads with screenshots and a lot of explaining. So, without further ado, let’s dive right into what it can do for you.

Who is at the helm of the company?

Userback was founded back in 2014 in Brisbane, Australia by two partners, Lee Le, and Jonathan Tobin. 

Lee Le is a full-blown front-end developer who has vast experience spanning more than a decade in the field ranging from freelance jobs to corporate companies. With this experience, he understood the problems that plagued millions of programmers and designers all around the world and adorned the entrepreneurial hat with Userback. Currently, he serves as the CTO. 

Jonathan Tobin was the co-founder of this enterprise and handles the customer side of the business as he serves as the Head of Customer Success for Userback. His vast experience in the arena of sales, product management, and administration allows him to understand the emotion of the customer and also their apprehensions and strives to solve these problems in the best way possible. 

Userback Founders
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Along with them, there is also Matthew Johnson who serves as the product manager for Userback, and Sangwook Park who is their design partner. The four of these form the management team of the platform and handle the reins of the tight ship of Userback. Thanks to the efforts of these guys, Userback has reached the following benchmarks:

  • 157m+ Feedback widget views monthly
  • 20k+ Customers served worldwide
  • 2m+ Feedback items collected
  • 80+ Countries where Userback is used

With these kinds of numbers, the metrics speak for themselves and the founders have clearly gotten a winner in their hands. 

How does Userback work and what makes it so useful?

Easily get visual feedback on any web page

Allow your team and your clients to give you feedback with visual means directly from your own website without ever leaving the page. 

Give customers a voice with video feedback

Instead of relying on chummy browser extensions and third-party tools, the platform provides you all the tools to collect video feedback directly from your own website.

Design images & PDF files

Screenshots of work and then collecting actionable feedback is a thing of the past. Send them editable images and PDF documents and get rolling right away.

Enhance visual feedback with comments

The annotation tool allows the feedback giver to draw or write text directly on your website, PDF, or image, and hence, depending on whatever kind of device or screen you use, you will get that all-important feedback.

Manage customer feedback in one place

Working through a thousand channels just to get feedback seems old school. With Userback, you can handle and collect feedback for multiple projects all in one place.

Stay organized with notifications

In the grand scheme of things, you might forget to check on your projects and the emails and hence miss an important update. With notification settings, you can bid farewell to missing out on updates on important feedbacks.

Works on both live and local sites

Whether you are a global brand or a local business, Userback is the best tool for QA, UAT, and bug reporting.

Customize the feedback widget

You can even throw in your personal branding to the mix along with changing the overall look and feel of the feedback widget to blend in with your website. 

Share and collaborate on feedback

With collaboration settings, you can actually show users what kind of feedback you have gotten to prevent redundancies.

Website Feedback Tool

Allows you to receive feedback from any web page via video and screenshots.

Bug Tracking Tool

Whether you have your own website or your own application, you can integrate Userback within it and report bugs and issues easily. 

User Acceptance Testing

While finding the product-market fit, you might be conducting a plethora of user acceptance tests. You can even collect feedback during these stages.

Customer Satisfaction

Gone are the days when you needed new ways to gauge customer satisfaction. Now, irrespective of any page you are on, you can easily see how satisfied the customer is.

Software Feature Requests

To keep up with the times and with the needs of your customers, you can even collect new feature requests and improvements requests right from your web application. 

With the plethora of features that have been implemented, you can rest assured that you are set on the path to look at your business and your product through the eyes of the customer and deliver them just what they want in order to achieve success in your entrepreneurial journey.

Userback Integrations

Now that you know what kind of features it offers, you might be more than intrigued to find out what platforms and services can Userback integrate with. Well, to give you an idea, besides your own website it can integrate with almost any major platform that users thrive and survive on. Ranging from Microsoft Teams to GitHub to WordPress, the scope spans various fields and is not fixed to a niche. The following are the integrations that you get with Userback as standard:

  • Trello
  • Microsoft Teams
  • GitHub
  • Slack
  • Jira
  • Teamwork
  • Basecamp
  • Asana 
  • ClickUp
  • GitLab
  • Monday
  • Webhook
  • WordPress
  • Zapier- 2,000+ apps

You might think that these are just a handful, but in case you use Zapier or any service attached to it, you can integrate Userback within that and unlock more than 2000 integrations that Zapier offers. So, in reality, the integrations of Userback actually have many more use cases than what meets the eye. 

Pros and Cons of Userback

If you have ever tried to go through the reviews of any platform or any product on the internet, you know how tedious that process can be. Gauging what are the benefits and what are the caveats can be a taxing process both physically and mentally. It’s really a mad world out there on the internet with everyone singing about the greatness of their product. Userback, a platform that is literally built to collect feedback from the users certainly does not take that approach. Instead, it utilizes the feedback from its customers and users and tries to remedy the cons and enhance the pros. So from the mouths of the users themselves, here are the Pros and Cons of Userback.

Pros

  • Easy to use
  • User Interface is easy and responsive
  • Query redressal is quick
  • Project collaboration is easy
  • Ability to implement on any website
  • Allows further customization using JS API
  • Client feedback collection is very easy

Cons

  • Can’t take full page screenshots
  • Client learning curve is slightly big

When you look at the pointers, you come to see that the brand has literally knocked it out of the park as the pros outweigh the cons very easily. Furthermore, the ease of collaboration and the overall comfort of getting the client’s feedback has made it the go-to tool for many of the users. 

And if you want to get to know what people are saying about it in detail, you can check out the Testimonials that are published on their website. You can access them by going to the “Customers” tab through the sitemap at the bottom of the page, or you can just click on the following link and check it out yourself: https://www.userback.io/customers/

Userback Onboarding Process

Now that you know what kind of prowess the platform can offer, and how happy the users are with its capabilities, you might be more than inclined to join the bandwagon and get things rolling for your website so that you can serve up to users what they want. To do that, the first thing you will have to do is head over to the homepage which is a very welcoming page with popping colors on a white background.

You will see the various menus on top along with the “Start Free Trial” CTA at the top right corner. There is also a large “Try Userback For Free” CTA front and center on the page. The following is what it looks like:

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Click on either of the links that come to you first and you will be redirected to the same sign-up page. You will have to put in the basic details like your name, email address, and password of choice. Additionally, there are a couple of documents like the privacy policy that you can go through as well if you want.

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Once you have put in your details, you will automatically be redirected to the project creation page. Here you will have to start by giving it a name along with adding the website URL you want to run that project on. Once you can choose to set it up right away, or you can skip it from the top right corner and come back later.

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Once you add the project name and the website URL, you will reach the widget page which will come in handy when you are actually using the platform. You will also get the option to add the Userback extension to your browser for added ease of comfort. 

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Once you are done with the widget setup and the browser extension, you will have to add team members to the project so that they can monitor the progress along with you. This also makes the process easier as it allows them to see what they need to in order to make the requisite changes and updates at their end.

Finally, you will have to share the link with your team members and send them the invite. And the project setup will be done. After all of that, you will finally reach the Userback dashboard which will look like this:

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All of the various menus are decorated under the project name (in our case, it was xyz). The Overview tab will be open from the get-go and that will hold all the key metrics about the projects. There are various other menus that you can browse through in the projects. If you want to switch between multiple projects, you can either click on the arrow next to the project name, or you can click on the “Projects” tab near the top right corner. This will redirect you to the following page:

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Here you will see all the projects that are both active, completed, or archived. Switching between projects is quite easy and this page actually helps in going back to understanding the tactics you used for previously successful projects that you had executed. When you are in the project, click on the Feedback tab and you will see the tutorials for the demo pages that come with the registration to the platform. 

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With proper use case scenarios and seeing your own progress, you will actually become well aware of where you need to divert your efforts and make headway. By default, you will be subscribed to the free plan for a trial period of 14 days and hence the platform will keep reminding you to update your plan from time to time. If you haven’t yet added the Userback extension to your browser, there will be a warning/suggestion at the top of the page to remind you to do that. 

Userback Pricing Structure

Before you make any investment in a product, service, or anything else really, one of the basic steps you do is check out the price tag it comes with. Userback actually urges you to do so, since they offer three tiers, Basic, Standard, and Growth as default. And then there is a Premium tier that will allow you to build a custom plan to your needs and pay a price equivalent to that.

You can choose between monthly billing or annual billing according to the budget you have in mind. While there is no discount on the monthly billing, you can get a 15% discount on the annual billing option. In essence, if you pick up the Basic plan you will pay $108 in a year with monthly billing, and pay $96 dollars at once if you get it billed annually. The following are the coverages that each plan provides:

PlanBasicStandardGrowthPremium
Price Per Month (billed monthly)$9$39$79N/A
Price Per Month (billed yearly)$8$34$69N/A
Free Trial AvailableYesYesYesN/A
Key Features2 UsersAdds/Upgrades to Basic PlanAdds/Upgrades to Standard PlanAdds/Upgrades to Growth Plan
1 ProjectCollaborate on multiple projectsManage web projects for clientsTailor a plan to suit your needs
Unlimited Reporters5 Users15 UsersUp to Unlimited Users
Unlimited Page Views5 Projects25 ProjectsUp to Unlimited Projects
Collect Unlimited FeedbackUnlimited ReportersUnlimited ReportersUnlimited Reporters
Widget CustomizationUnlimited Page ViewsUnlimited Page ViewsUnlimited Page Views
Team Collaboration1GB Attachments5GB Attachments10GB Attachments
Workflow CustomizationMultiple ScreenshotsDesign & PDF FeedbackDedicated Account Manager
NotificationsPublic CommentsExport FeedbackEnterprise Level Support
User RestrictionsJavascript APIElite Onboarding
Client RoleWebhooksCustom Integrations
IntegrationsRemove Powered ByInvoice Payment
2000+ Zapier AppsWidget Logo

As you move through the tiers, each plan builds on the premise of the one that came before it. The Basic plan offers the bare minimum necessities, while the Standard Plan allows you to pick up most of the features that you might need. The Growth Plan is for those who want the best of what the platform can offer and want to leave no stone unturned in getting that.

But, if you think that the price gaps between the tiers are too big and there are features that you might not use in the long run, you can always get in touch with the team and get a custom plan made which will fall under the Premium plan and you will get a price based on the features that you get. 

We would recommend you to pick up the Basic plan with the monthly billing for starters as 10 bucks a month is not that big of a deal. You probably spend more than that on Pizza when you go out with friends. The benefit of monthly billing is that you can easily cancel your subscription if you do not find a use for the platform or if it’s not productive enough for your business needs.

While the annual subscription will save some money, if you do not use the platform after the first few months, the other months’ payment is still paid and that is still money down the drain. So, test the waters with monthly billing at least for the first 6 months. If you are still going to use the platform after 6 months, then go in for annual billing. 

Userback Customer Support

It takes a lot to walk away from a well-paying job and start a venture of your own. However, the even more difficult part is to find customers and retain them. Retaining them takes nothing more than staying in touch with them and solving their grievances timely and giving them the solutions that they are looking for at the earliest. This is why dealing with customers is one of the most imperative parts of the business. 

For Userback, you can get your problems addressed in a lot of ways. Head over to the homepage, and you will see the chatbot widget at the bottom right corner in the teal green color. 

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Click on it, and you will see a “Welcome” animation along with some most searched questions. Under normal circumstances or in general, you will find the answer to your query from the chatbot itself. It is quite well programmed and takes a full interest in understanding your query before suggesting a solution. If in case you are not able to find the solution to your problem, it will give you the email address to which you can send your mail or redirect you to the Help Center page.

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The Help Center page has category-wise topics for helping you out with various functionalities of the platform. Ranging from everyday usage to diving deep into the technical, all pieces of information are housed within the help center. You can even put your query in the search bar and get the requisite kind of results. There is also a recent activity tracker in the help center which can actually give you some help with any action you might be facing a problem with.

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If you don’t find the requisite solution to your problem either in the Help Center or through the Chatbot, then you can browse to the bottom of any page to the sitemap and click on the “Contact Us” button in the menus on the left. This will open up a small form which will ask for your details and then describe your problem to them. If you even want to just pop in to say Hi, this form is where you do it from.

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If all else fails, you can mail the team of Userback at [email protected] which you will find at the bottom of the Help Center page or if the Chatbot gives it to you. The team is super responsive and strives to resolve any and every problem of their customers. Depending on the gravity of the problem you can expect a reply in anywhere between a couple of hours to 3 working days at max. Most of the time, the problems are resolved in less than 24 hours, so you are always covered in this regard. 

Verdict

The proposition put forward by Userback is actually a very unique one. It offers insight about what it brings you business, and what is not, right from the mouth of the customer itself. Furthermore, they are doing it at very marginal costs which are affordable for almost all startups.

Thus, if you want your business to see your website through the lens of the user and give them exactly the kind of experience they want. So, like we always say, time to get busy Hustling!

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