Case Study: Cirruspath achieves faster customer-driven product updates with UserVoice

How a Top Salesforce.com AppExchange Company Implements Over 40% of User Forum Requests

Cirruspath, the company behind Cirrus Insight, needed a scalable way to collect customer feedback and support requests as its user base grew. Its existing beta-testing tool became too cumbersome beyond 100 users and couldn’t efficiently manage duplicate ideas, while the company also wanted to keep users inside the app rather than sending them to a separate website. UserVoice provided the in-app feedback and support experience Cirruspath needed.

Using UserVoice’s widget and Instant Answers, Cirruspath let users submit suggestions and tickets directly in Gmail, reduced duplicate requests, and routed feedback into a system that largely managed itself. UserVoice also helped Cirruspath segment feedback by customer type and close the loop with status updates. The results were strong: Cirruspath’s V3 redesign included 63 feature requests from the UserVoice forum, representing over 40% of outstanding votes, and 30% of new sign-ups in the prior month were returning trial users, showing the impact of faster feature delivery and customer engagement.

Cirruspath

Jason Hubbard

VP of Marketing