When a customer or lead says "I would love your product to do X and Y!", you say "That's a great idea, I'll make a note for our team to look into!" Where do you put this note? And how does your product team prioritize these requests?
- We’re a very small team of three who handle everything from customer support to building the product. We offer customer support via social media but preferably via email. Each email support request has a unique and anonymized ID that we can reference to from any of our tools. We first went creating Github issues for the requests but this didn’t scale well so we went on and noted them down as either ‘bug tickets’ or ‘ideas’. The latter we had managed in Trello for quite a while due to the discussions you can easily make. Now that Github Team Discussions are here, we use this to note down ideas by customers (and our own) and discuss them. That’s also when we prioritize the idea and decide if, when, what to do with it and we quite like it. It’s certainly useful to have the discussion on the same platform that we use to plan our sprints (Github Projects).
- We are using Product Board at Forest Admin (www.forestadmin.com) since few months and it works great for us (10+ team members). Feedback are directly integrated in the platform and also collected via a Typeform available in our Public Product Roadmap in Trello (http://pxlme.me/AJtMMffI)productboard is the only solution that truly supports feedback that has multiple feature requests in it. For example, this original request claimed the customer said "I would love your product to do X and Y!" In every other solution, you either have to add that piece of feedback twice so that both feature requests can be tracked, or link the two feature requests to the entire piece of feedback. This becomes super relevant if you're trying to track feature requests in meeting notes. Our meeting notes often have 5 or more feature requests in them. With productboard, you simply highlight each request within the entire piece of feedback and link it to a feature request! That (1) keeps the original context, (2) only keeps one single copy of the entire feedback, and (3) ensures that just the relevant snippet of that specific feature request is surfaced in the feature view.
- We're using Trello service to keep track of the feature requests. It's relatively easy to use and has web and mobile apps. When it comes to prioritising the feature requests I would assume every team does it differently. In our team we usually look at frequency of similar requests (so requests getting higher in priority), its impact on the product (is it a major feature or just a small enhancement), urgency (can you walk around the issue using existing functionality), etc. We usually add small enhancement requests in minor updates and big features in major releases.
- Steve McLeod made this productFeature Upvote makes it easy for customers to suggest and upvote improvements to your product. It integrates into your existing systems so that you have one place to gather all feature requests, whether they come from your own team, from customer support, or from sales.
- Tonkean is a great platform to do this in! My recommendation would be to create a List titled 'Feature Requests' and then add each 'feature request' as a Track. This is what our team does. From a process perspective, you can also tie in your favorite business tools. Say your team uses Intercom, Jira and Slack. You would assign each request to a member of your team and set a deadline. Tonkean's AI-powered chatbot then periodically reaches out to the owner via Slack for updates on the project. If you're managing a team, imagine how much time that would save you. You no longer have to get status updates or track down information, it's all readily available to you. By tying the platform into your favorite business tools, you're also able to leverage metrics for each item you're tracking. For example, if there's a data anomaly (such as a projected launch date) that's shifted, Tonkean will reach out to the owner and ask them what's up. The data and the context from your team is always available for you in your customized dashboard. I like to think of it as your very own, personalized command center.
- We used google forms initially when our customer base is small. Now, we use hellonext for feature requests. The feature upvote and feature discussion where we interact with our users on hellonext is very useful. The users are automatically updated about the status of their feature request with hellonext. The hellonext is very responsive and friendly as well.Love love the way this works. Made it damn easy for us at UnderstandBetter to manage customer requests. Also, the design is impeccable. Great job guys.
- Landon Bennett made this productGather feedback: Userfeed Messenger app allows your users to give you unsolicited requests or for your team to submit feature requests on behalf of your users within an Intercom convo Roadmap: Userfeed Messenger app enables you to share your roadmap and updates so your users don't have to leave your app to go to a 3rd party (ie. Trello, Uservoice, Prodpad, etc.) Closing the loop on features: Userfeed tracks all the Intercom users who care about a feature, and you can simply view all those users in Intercom and send a message when the feature is complete!
- We're using Fider at Noiseblend. It's an open source platform for user feedback and ideas, with voting capabilities and a sleek UI. They have a free cloud-hosted version right now, but it can also be self-hosted very easily through their provided Docker image. You can see how we use it here: https://ideas.noiseblend.com
- A simple tool that lets you manage feature requests from your customers. Customers can create and upvote features that they would like to see in your product. Have two-way discussions and send status updates to all the customers who are interested.
- We use Azendoo to make notes, which automatically turn into tasks. Once a note is in our tasks, we discuss it in the comment section or in private (depending on the size of the company), then get to work. Customer feedback is crucial and highly valued in most successful companies, so we always discuss feature requests as we go :)
- Aha! is a powerful tool to get feedback via a public ideas portal. You can then review these ideas with the team, assign a score and "promote" the relevant ones to features. It integrates with many developer tools such as Jira, Visual Studio... Maybe a bit pricey if you are small team, but having unlimited Reviewers with the Enterprise plan is useful.
- Vitaliy Verbenko made this productHelprace has everything you require. It's an email help desk and feedback software all in one. This makes it easy for customers to either email you with "X and Y", you converting that email into an idea or a bug report. Customers can also submit their post themselves.