How do you collect customer feedback?
Ghost Kitty
33 replies
Replies
Nemanja Nikolic@nemanja_nikolic
BabyRecords
We had user interview.s and 30 minute calls :)
But also we are sending mail campaign with polls.
Share
Kitemaker
We use Slack connect and have a Slack community channel as well with many private channels. Users can also chat with us directly in the app. In addition, we do quite. bit of sales discovery and book meetings with our users.
A cool thing we can do being a remote company, is that we ask if we can visit customers offices. We often get a lot of feedback from them then, and they think it's cool to have direct access to us. The visits can be done by anyone at the team, so they can walk over and talk to an engineer and get him/her to fix the little annoying bug they are encountering every day :)
All feedback is gathered in Kitemaker of course and linked directly to everything we're working on :)
@kitemaker Thanks for sharing! Do you have a separate workspace where you invite your customers in your onboarding process? Would love to get some information!
Kitemaker
@marvin_maendle We don't invite the customers to anything in our onboarding process. We do tell them about the community channel, and they can find the chat inside the tool. It's usually after they start engaging with us that we create shared channels, and we'll try to get to know some people in any larger customers that are actively using the tool.
@marvin_maendle Did you try Feedspace Marvin? it provides separate workspace.
I have seen some products use a survey form on the app or via email. Also tools like Canny helps make the process easier and of course you can create a community on Discord around the niche or industry you're building in
Few ways for us:
1. Send feedback directly on the app
2. Email me directly or fill the form you receive on day 3 of using the product
3. And this is the most important one, a slack workspace where all of us are, and the users can post / DM anything about the product to us
For us, we make it a point to reach out to every user we have, particularly the new ones, and conduct gentle check-ins to see how they're getting along with the app. We also inquire if they're encountering any issues or if everything is going smoothly for them. Typically, we carry out these interactions face to face, but we also maintain a Telegram community for updating and checking in with users. We sometimes do email surveys as well. By employing these various feedback channels, we ensure that we capture a diverse range of insights from our users making us capable to know how our product is doing and we can know how to improve our product more day by day.
Survicate
@arifwoozeer It's a good solution until you scale and can't afford reaching out to each user separately. That's where targeted surveys can turn out to be useful - check out Survicate if you get there and want to collect feedback at scale. :)
I would say the best way will be to just talk to them on a call or an online/offline meet,
Other than this I think the best way will be to create and keep engaging your own community. I guess having a good community has become a must for each company in this digital world.
I really enjoy using Feedspace (https://www.feedspace.io/) to hear from our customers. What's great about it is that it lets them share their thoughts however they like-whether it's through text, video, or audio.
This makes it easy for me to collect feedback in a way that works best for them. Plus, the app is super easy to use, which makes my job even easier.
Another cool thing about Feedspace is that it lets me gather reviews and testimonials from different places like Product Hunt, Google, and more. I can then put them all together on a beautiful Wall of Love and share it on social media. It's really heartwarming to see all the positive feedback in one place. Oh yeah, and I also love using its QR feature to collect feedback —it's so handy!
hoenstly as often as possible - we send out requests for feedback but i'll also just try to get some ideas in conversation with users and then braindump the conversation too - sometimes people will give you some great ideas /feedback and not even realize they're doing it in a conversation
NeetoRecord
We have a multi-channel approach to collect customers feedback, where we use Slack, neetoForm and neetoChat.
We have a community channel on Slack where customers and others can share their thoughts, feedback, and complaints.
Sometimes we send out surveys using neetoForm to gather feedback.
Some clients also use neetoChat to give us feedback.
We feel using different ways to get feedback is good because customers can share their thoughts in the way and time that works best for them.
The biggest challenge is often not how you collect feedback, but how do you aggregate it and turn it into meaningful initiatives? The problem with slack or email or even 1v1 meetings, is there is no central repository. No one likes transferring emails into another system. Too qualitative.
Let customers give their feedback directly to product items, roadmaps, announcements. Then collect the feedback, aggregate and push into your product project management tools. That truly is the Butterflye difference. Huge time saver and no more lost in translation.
As of now I have setup logrocket for implicit feedback (just by looking at how they use the app and how they interact with the different things) and an in-app widget that sends users to a Tally survey.
This approach is not ideal, as it sends users out of the app - which is not a best practice :D - but it's very easy to implement, change, and Tally is a very nice product.
Anything else you would recommend, Olena, for an app like Touring?
Orca Scan
We use https://canny.io/ great product, incredible team!
We use a one on one approach. At the end of the day we want to build something that everyone personally needs. Not a one shoes fits all general product! How about you?
just pick up the phone - did not find a better way
Launching soon!
Love to hear how different teams gather feedback! So many creative ways to tap into those invaluable insights. From surveys to social media listening, the possibilities are endless. Share your unique method and let's learn from each other's experiences! 😄 #CustomerFeedback #ProductHunt
Survicate
Survicate is a powerful tool for collecting customer feedback via surveys, and at the same time it's really easy to use and intuitive. So, give it a try - let me know if you need some guidance :)
Retexts
We make a deliberate effort to reach out to each of our users, especially the new ones, and conduct gentle check-ins to gauge their experience with the app.
Ringly.io
Great advice @kitemaker @beto_cervantes1 @arifwoozeer @marvin_maendle @busmark_w_nika @tsudhishnair @tonymacias @priyanka27! I'm looking for ways to gather feedback, but now I have lots of ideas.