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Jun 18, 2019 17:17:27

Canny Best Practices: Managing a lot of feedback

by @hum | 669 words | 🐣 | 215πŸ’Œ

Sarah Hum

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If you have a passionate customer base, you will get a lot of feedback over time. Without Canny, that means you have feedback in a million different places. As a result, it's impossible to organize. Without organization, it's hard to use feedback to inform your product decisions.

Luckily, Canny is your single home for customer feedback. You have organizational tools at your fingertips so that you can best utilize the feedback you're getting. 

If you're using Canny publicly, you also have tools to make sure you're setting expectations with your customers. With limited resources, your team can only work on so much. It's helpful for your customers to see into why certain decisions are being made.

Let's take a look at some of the features in Canny that help with managing a large volume of feedback.

Post organization

Feedback in Canny comes in the form of posts. Each post should represent one idea, problem, or feature. This way, all votes can be attributed to something very specific. Posts can be organized in several different ways. 

Boards

This is the highest level of post organization. One board holds many posts. If your company works on distinct products, boards are a great way to keep the feedback separate.

For example, if your product is a marketplace, you can create separate boards for the buyer product and the seller product. In this case, buyers probably don’t care to see feedback about the seller product. It's best to keep the feedback separate.

Tags

Tags are unique to each board and are only visible to Canny admins. We recommend using tags if your product areas are not very distinct. The feedback for each area will be mixed together in the board. Here are some use cases for tags:

  • Device (iOS, Android, Web)
  • Customer segment (VIP customers, students, freemium)
  • Effort (Quick win, long term, need resources)
  • Roadmap (Q4 2017, Q1 2018, Q2 2018)

We won't want Canny to feel like another inbox you need to stay on top of. Don't worry about tagging every single post. We recommend only tagging them once they get a good amount of interest.

Once you have those top posts tagged, you can filter your post list down to specific tags.

Categories

If your product areas are distinguishable by your customers, categories are a great option. Instead of putting categorization on Canny admins, you leave it to your customers to specify. This takes some of the work off your hands.

Your customers will have the option to specify the product area that is relevant to their feedback. By using categories, PMs are able to subscribe the categories that they are responsible for.

Setting Canny up to suit your company structure will save you time down the line.


Use vote milestones

If you get a lot of feedback on a daily basis, you probably don't want to be notified about every post and every vote. Over time, you'll have a long tail of feedback and it won't be feasible to follow up on every post. Canny does a good job at setting customer expectations just by showing the vote count. They can see why a post with 2 votes might not get a response compared to a post with 200 votes.

We created vote milestones so you can keep an eye on posts that are generating a lot of interest. Milestones are fixed; 0, 5, 10, 25, 50, 100, 250, 500, 1000, 2500, 5000 and so on.

There's a section in your admin report that includes posts that recently hit a milestone. Keep your eye on these. If your team is seriously considering the idea, change the status to "under review". If you know your team will not work on it, change the status to "closed" and leave a reason. This is a great way to stay on top of your feedback.

TIP: If your team uses Slack, you can also trigger notifications for vote milestones. Send it to a product channel so your team can discuss. If you make a decision on it, update the status of the post or add a comment then and there.



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