Hi! 👋 At keypup.io we use Intercom. Chat, Product tours, and an onboarding email series. Then after a 14-day trial, we send a follow-up email for complete feedback.
It's challenging to find the right way to get feedback because we don't want to spam our users.
@cica_laure_mbappe can you share a little bit more information about product tour and onboarding emails? Maybe you have something in blog? This is what we are looking for our product and if it works for you- this should work?
@nataly_tykhonova1 yes, it works for us! We have a good interaction rate. We created product tours for each feature and we share tips by email to improve their experience. Our users use the chat if anything happens. Have a look at intercom.com ( I think PH also uses it).
I use a feedback tool (I use Appzi) where users can easy/quick give there opinion, tips, etc... key is to make it as easy and quick as possible to give your feedback. Curious if there are other experiences on this topic!
@simonblok thanks for sharing. Glad that Appzi minimizes the efforts of customer while giving feedback. I will surely give it a try. Also yes this is very small topic but vital for growth of product.
waiting for more suggestions.
The North Star Metric is a helpful framework to measure product success, ie identifying one metric that represents overall success along with 3-5 supporting metrics. For example, if you were a customer loyalty points program you might have a north star of "point redemption" as a north star metric. This is a great metric because it represents success with your merchants (they're active) and success with end consumers (they're earning and spending). In order to measure point redemption you would need (a) merchants using your rewards program (b) end users earning points and (c) end users returning / engaging through points program. Satisfaction can be sorta nebulous. Success is indicative of satisfaction and much easier to grapple with from a scientific perspective. That's not to say you shouldn't talk to your customers about their feelings, but I'd take a good success framework over satisfaction ratings any day!
@bamariefuller Thanks for the amazing input. I Loved the way you explained how actually the framework will work and one can take advantage of such a program. 😇
I will surely try for my product !GradeMyEmail.
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Live chat, automated e-mails asking for feedback. We also ask them about their feedback on the calls (B2B sector).
@wekh +1 for live chat and calls but I think automated e-mails are bit burden user and client both because one need to build those emails in such a way that is should not look like an Robo e-mail and client should not get frustrated or mark as spam while receiving those emails! 😃
We track customer satisfaction with a NPS tool by Beamer 2.0. It allows you to conduct up to 500 surveys per a month for free ✨
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If you searched for this in Google, there are tons of blog posts and articles that come up. Many are good.
IMHO the ultimate measurement of whether customers are satisfied with our product is they willingly recommend it to other people without getting compensated whatsoever.
@welly_mulia Agree. Though there are tons of post/video, product still struggle to work on customer satisfaction. Instead of fixing the customers pain point they often work on new feature which becomes more complex with the previous issue.
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One of the more overseen ways of doing it, is simply seeing the sales volume vs. the amount of complaints/returns of said product, but this often only works on products with a rather large sales volume. For niche products, i guess a way could be to directly engage with your customers, maybe add an option of a small questionaire in a newsletter or something.
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