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Apr 24, 2019 20:51:25

How to position feature voting to customers

by @hum | 710 words | 🐣 | 215💌

Sarah Hum

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Adopting a new system can be both exciting and scary. With Canny, reaching the light at the end of the tunnel is worth it. It’s where feedback isn’t scattered everywhere. Instead, it’s all organized in one place. It’s where your product team can uncover insights to help build your next best feature. It’s where your customers can go when they want to voice their ideas.

The journey, however, isn’t always easy. The majority of your customers will adapt seamlessly. Teams on Canny have gotten a lot of positive feedback from their users. That said, a few can be averse to change. If you’re hitting little roadblocks, we’re here to help.

You can help your customers understand the benefits of using Canny. Here are some tips on how to rally your customers around Canny.


Before introducing Canny

Here are a few things you should do before introducing Canny to your customers.


Use clear language

Be sure to choose a clear name for your board—be as specific as possible. "Feature requests" is more specific than "Feedback". Alternatively, you can name your boards based on different areas in your product. For example, "Dashboard" or "Admin settings".

Additionally, the entire create post form is customizable. Definitely include a description for each board. It's an easy way to guide any customer looking to give feedback. You can ask them to include extra information. For example, how important a request is to them or reproduction details for bugs. 

You can also edit the field's themselves as well as the submit button. These small modifications will go a long way in keeping your board organized.

TIP: Keep in mind that you can modify this language after you start getting feedback. For example, if your customers request multiple features in the same post, you can instruct them to break them up.


Lead by example – Create your first posts

If you want to be successful with Canny, we highly recommend that your team creates the first few posts. This should be easy. Dig up that spreadsheet or the emails where you currently have feedback stored. Add them as separate posts on your board. Your customers will instantly understand what kind of stuff they should be posting on your Canny boards. 


Reduce your feedback options

If you want to have all of your feedback in one place, make that single option clearer. Avoid presenting your customer with several different options. We recommend sticking to two. One for general chat support and the other for product feedback. Don't include email links around your product. 


Ways to introduce Canny


Include a link in your product

This is highly recommended. Your customers shouldn't have to hunt around for a place to give feedback—especially if they're frustrated. Find a spot that's a bit out of the way, but obvious when your customer needs it. A common place is in a help or account menu. Label the link something obvious like "feedback" or "feature requests".

If you use Intercom, set up our messenger home app. It's a great way to redirect people who have feedback to Canny instead of messaging you.

Adding it to your product is subtle and least disruptive. Canny should serve as a persistent place that your customers can give feedback.


Send out an email announcement

If you want to introduce Canny in a more official way, sending an email is a great option. With email, you control the narrative and have an opportunity to explain the benefits of using Canny. 

Here's a template to get you started:

Hi [customer's name],


We just launched a new way for you to give us feedback. Our team is working hard to improve [product name] and would love your input.

Next time you have feedback, [instructions on how they can access Canny].

This is great because:
1. You'll get updates as we build out features that you care about.
2. You can see everything that our team is working on via our roadmap.
3. You can chime in on popular requests to give your perspective.

Your feedback is critical to what we decide to work on. We hope you like our new feedback system!

Originally published at canny.io

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