Tadas Labudis
Tadas LabudisFounder of Prodsight (Intercom Insights)

What do you use to manage and analyse your customer feedback?

Customer feedback is an important tool that can help inform product development, but feedback can come from many sources (customer support, sales meetings, usability testing, etc.) and I am wondering how you guys make use of it and extract insights? Thanks
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3 recommended
  1. Ayush Mittal
    Ayush Mittal27bro @boombro, Founder RefR ✌ · Written
    We are using WebEngage to capture NPS scores, reviews, insights, etc. WebEngage provides targeted website surveys with plug-n-play layouts and diverse response-types. Great targeting features like navigation based, time-based, user behaviour based, etc. It also has in-app embeddable feedback widget that feels like a part of your app's native design to capture real-time feedback from the users.
  2. 1
    Quip 3.0

    Work with people, not files. Now with spreadsheets.

    We get feedback from a ton of different sources as well. Generally what we do is: We get together in a small group. Go through all the sources of feedback and look for common themes. We'll write them out in a Quip doc (we're a remote team, so being able to edit simultaneously is important). Then we'll prioritize the list to focus on what to work on.
    • Matt Pliszka
      Matt PliszkaCEO & co-founder @ pickSaaS.com

      Quip enhances the idea of Google Docs with more advanced collaboration functions which is great if you are looking for one place to work and communicate with your team on documents.

  3. 1

    Keep track of your brand online.

    Jakub Rogalski
    Jakub Rogalski38Community Manager at Brand24 · Written
    Jakub Rogalski made this product
    I'd say a social media monitoring tools could be one of the tools that would help you with managing and analysing customer feedback. When you start monitoring your brand on social media as well as other websites like blogs, news sites, forums, etc., you come across mentions of your business that sometimes you might even be unaware of their existence. This kind of feedback can often be more valuable as it's not collected from surveys you conduct yourself but is a collection of mentions people shared online voluntarily, very often in a more detailed way.
    • Matt Pliszka
      Matt PliszkaCEO & co-founder @ pickSaaS.com

      Brand24 is a great app, especially if you're a business prone to any type of social media critics (like every type of business, nowadays?). It's just a much better way to know what people are saying about your brand then searching it through Google.

    • Mateusz Kurleto
      Mateusz KurletoTech entrepreneur and investor @Neoteric

      A great tool that helps me understand where and how people discuss certain topics like "Alternative to [MyCompetitorName]", "How to [Solve the problem I sell a solution to]" so I can engage personally and try to convert.