How do you talk with your existing users?

Question

Forms? Email? Chatbox? Jump on the phone?

We're currently trying to gather feedback from our users to improve our product but are unsure of the best way to go about it.

I personally find it annoying when companies constantly send me emails asking to provide feedback on my experience (who has the time!).

So trying to be mindful of my own preferences when reaching out to our own customers.

Any advice is appreciated!

Kavya · Accepted Answer

Totally agree with you Hugh! Getting emails from companies can be annoying.

In fact, we tried sending emails to our users via Hubspot. All we received in return was 'unsubscribe'.

What has worked better for us is reaching out to handpicked users on a personal level - either via Twitter DMs or emails. We speak to them on a very specific case and ask them to share their thoughts on a new feature we released or overall ease of use etc.

We also embedded a free Hubspot chat on our landing page. But this is mainly for the users to reach us (not the other way around). Hope this helps!

Ira GI · Answer

email

Alina Ihnatiuk · Answer

I use chatbots or email

Arda Bayram · Answer

@hugh_dawkins It can be costly at some point. If your main currency is US$, I believe you can afford 20x $20 Amazon Cards or so. Believe me it will worth it :)

Arda Bayram · Answer

@hugh_dawkins @dawn_veltri1 That's great, I will give it a try!

Dawn Veltri · Answer

@arda_bayram @hugh_dawkins I do the same but usually send the gift card before I ask them for a feedback call.

Arda Bayram · Answer

@dawn_veltri1 @hugh_dawkins I usually ask for feedback 2 weeks after I launch a new feature. I also ask for feedback If I identify a bottleneck within the product flow.

Answer

@k_j1 Email from companies could be annoying, but if emails are stuffed with something for customers' benefit, I think customers will not be annoyed.

Arda Bayram · Answer

I prefer sending emails to loyal customers e.g. a user who completed 5 or more transactions. They usually accept your video call offer. Also, offering a small gift like a $10 Amazon Gift Card might accelerate the process.

Answer

E-mail is a good option, but it is even better to create a community of your existing users. To keep them engaged with your product, offer something exclusive for them, I mean some special offers and promotions.

Arda Bayram · Answer

@dawn_veltri1 @hugh_dawkins Your welcome! If you have any further questions about my experience here is my english only Twitter account: @aardaeth Feel free to DM me!

Hugh Dawkins · Answer

@arda_bayram @dawn_veltri1 upfront value! How often do you do ask for feedback?

Hugh Dawkins · Answer

@arda_bayram great point - frequent users of the product have an interest in providing feedback as they can request features they want.

Gift cards are a great add. For the solo creator or early-stage entrepreneur, it can be a costly move though?

Hugh Dawkins · Answer

@dawn_veltri1 @arda_bayram Great points, thanks Arda!

Hugh Dawkins · Answer

@k_j1 thanks for sharing - that's super helpful! I like the method of reaching out to a handpicked group. Going to give it a go! Embedding HS chat is a great add too - we use Crisp atm.

How do you talk with your existing users?

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