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Apr 15, 2019 19:52:11

Responding to feedback

by @hum | 225 words | 🐣 | 215💌

Sarah Hum

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Should we respond to all requests?

One of our goals with Canny is to reduce the work required for your team to get insights from feedback. For those getting feedback from a lot of people, this isn't easy. There's a balance between showing you're listening and getting overwhelmed by the amount of feedback you're getting.

We follow this general rule:

Respond when it's helpful for both you and your user.

Responses like "thanks for the feedback" are nice but don't really add value to you or the person who gave feedback.

Here are some examples of when a responses is called for:

When you need more context

Oftentimes, people can be vague about their requests or problems. Canny's job is not to tell you what to build. Usually, you need to dig deeper to understand a request.

What problem are they actually trying to solve? Can this be solved in a different way? Can it be solved with a different feature?

The work you put upfront will come in handy. When you're ready to build out that feature, you'll have all the additional context you need.

Be timely with these follow-ups if you can. It's best to ask for extra context when it's fresh in the mind of your user.

… to be continued

Originally published at canny.io

From Sarah Hum's collection:

  • 1

    @hum - I imagine a little response gif -- that shows up if you've read it but didn't response -- something that means, I read it, thanks. ? or something

    Brian Ball avatar Brian Ball | Apr 15, 2019 23:47:04
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