Case Study: SwiftKey achieves 800+ user-driven improvements and a 9% reduction in support requests with UserVoice

Taking Empathic Product Design to the Front Line

SwiftKey, a London-based maker of an award-winning predictive keyboard app for Android, struggled to understand what mattered most to its broad and varied user base. The company found its previous feedback tool, TenderApp, too complicated and needed a more open, collaborative way to surface representative customer insights and prioritize feature work.

By switching to UserVoice’s feedback forums and knowledge base (including Instant Answers™), SwiftKey tapped into customer-driven product ideas, prioritized features more effectively and simplified support. The company has implemented more than 800 user-submitted ideas, improved responsiveness through a centralized platform, and cut support requests by about 9% per month.

Swiftkey

Charlie Edmunds

Head of Insight