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Jun 25, 2019 15:43:55

Canny Best Practices: Your customer feedback strategy

by @hum | 410 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.

For customers

As a baseline, make sure Canny is easy to find when your customers need it. Including a link to Canny in your product is our recommended way. Somewhere that isn't in the way but obvious when needed. Use something like "Feedback" or "Feature Requests" to indicate that's where people should go.

This is a good way to make sure as much feedback as possible makes it into Canny automatically. We go more in-depth on Canny-specific setup in this post. For feedback you get outside Canny, you'll need to make sure it still gets captured.

Feedback from customer support tools

These days, it's very common for software teams to use a customer support tool. Naturally, your team will get feedback via support channels.

We want to make it as easy as possible for your team to get feedback into Canny. This means making sure that your teammates on the front lines are well-equipped.

We have direct integrations with Intercom and Zendesk that make it possible to capture feedback within those tools. It really doesn't get any easier.

Canny will add the user associated with the conversation/ticket as a voter in Canny. That means that any updates to the Canny post will go to them as well.

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