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May 28, 2019 16:12:40

Canny Best Practices: Customer Success

by @hum | 605 words | 🐣 | 215💌

Sarah Hum

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Total posts: 215💌
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This series is on Canny best practices for your role. In this post, we highlight a few ways that Canny improves life of a customer success rep.

Also check out best practices for other roles:

Canny for Product Management

A big part of customer success is making sure customers are equipped with the features they need. Sometimes, the functionality doesn’t exist. In these times, you are the glue between customers and the product team. It’s your responsibility to understand the problem at hand and communicate that to product. 

Communicating with product

Without Canny, customer feedback is very ad-hoc. You may have a Google doc you use to record customer requests. You may have conversations with a product manager via Slack. Communicating with product managers is sporadic and/or unseen. Information gets lost and your customers remain unsuccessful.

Canny becomes your dedicated home for customer requests. Canny is the level playing field where product can see the most important requests and build their roadmaps. For customer success, it means being able to keep track of your customers and all their requests. You can see the status of each request and either update customers automatically or on a 1-on-1 basis.

Let your customers be their own champion

Without Canny, you need to be the champion for all of your customers needs. You need to remember everything your customers are asking for. The product team is busy so you need to fight to be heard. You're on the hook for following up with customers after decisions are made.

With Canny, you’re putting your customer at the forefront. Product can see that there are actual customer accounts that requested a feature. Let the numbers speak for themselves.

Instead of trying to fit everything in your head, you can add customer insights right when you hear them. Vote on Canny posts on their behalf and include any important customer quotes. That way, nothing gets lost and product has everything at their fingertips.

Your customers can be confident that the team knows about their requests. You can be confident that all requests live in one place.

If you use Intercom or Zendesk, it’s even easier to keep track of customer requests. We have integrations with both platforms that allows you to log the feedback without leaving the tool. This way, you can ensure that product will see the request and your customers will be kept in the loop.

Close the feedback loop

There are two ways you can use Canny to keep track of customer feedback:

  1. Publicly: Expose Canny in your product so your customers have a persistent place to give feedback
  2. Privately: Empower your customer-facing teammates to track feedback they get in customer conversations

If you use Canny publicly, your customers will automatically get updates as requests get built. All you need to do is change the post's status.

TIP: Connect Canny to Jira to keep statuses in sync.

If you use Canny privately, you’ll want to keep an eye on the roadmap. When posts get marked as complete, you have a list of customers to follow up with. If you use Intercom or Zendesk with Canny, you also have links back to the original conversations or tickets. Closing the feedback loop is a great way to re-engage customers and let them know that their feedback is important.

As your company grows, it’s easy for product to get more and more detached from customers. As customer success and support reps, it’s your responsibility to make sure that customer feedback is factored in to roadmap prioritization. Canny is an easy way for you to ensure feedback is communicated at all times.

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