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Jun 24, 2019 15:16:34

Canny Best Practices: Your customer feedback strategy

by @hum | 202 words | 🐣 | 215💌

Sarah Hum

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When you have a lot of customers, keeping track of feedback is very challenging. You may also have a big team that discusses product internally all the time. Either way, this can get really overwhelming. We built Canny to tackle that problem.

However, you probably have other tools and processes in place where you get feedback. Most SaaS companies use a support tool like Intercom or Zendesk. You may communicate with customers over email. You might conduct customer interviews and talk to customers offline. Your customers will usually do what's easiest for them and use the communication channels they prefer.

Your teammates might just shoot you a one-off message or have a candid conversation over lunch. Your internal stakeholders can be exceptionally passionate about the product direction. Point is, feedback doesn't always make it directly into Canny.

If feedback doesn't get captured, chances are, it will get lost. Without a holistic view into your product feedback, it's difficult to make the most impactful product decisions.

So how do we make sure Canny is your single source of truth for feedback?

Here's our recommended setup for feedback. Your mileage may vary but these tips should give you a good idea of where to start.

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