Businesses can take a few steps to effectively deal with product feedback received online on forums or social media. In this guide, we will walk through these steps:
Regularly monitor your business' presence on forums and social media to stay up-to-date on customer feedback or comments.
This can help you identify trends and recurring issues that need to be addressed.
Some tools can help you monitor. For example, for Twitter, you can use the free tool Warble.
Warble is a tool that allows you to receive emails with tweets that match specific search criteria you set. You can use it to stay up to date on important topics, track mentions of your brand or handle on Twitter.
To use Warble, you will need to create an account and set up your search criteria. You can specify keywords or hashtags to search for, as well as the language of the tweets and the location of the users who posted them. You can also set how often you want to receive the emails and choose to receive notifications for tweets that are "liked" or "retweeted" a certain number of times.
Once you set up your search criteria, Warble will send you emails with tweets that match your criteria. You can view the tweets in the email or click on a link to view them on Twitter.
Warble can be a valuable tool for keeping track of what's happening on Twitter and staying up to date on topics that matter to you.
When receiving product feedback online, responding as quickly as possible is essential.
There are several reasons why it is crucial to respond quickly to feedback on a SaaS (Software as a Service) product:
Responding quickly to feedback shows your customers that you value their input and are committed to improving your product. This can help to increase customer satisfaction and loyalty.
By responding quickly to feedback, you can address any issues or concerns your customers may have before they escalate. This can help to prevent negative reviews or churn.
Timely feedback can help you identify and fix problems with your product more quickly, improving the overall user experience and increasing customer satisfaction.
Responding promptly to feedback demonstrates to your customers that you are responsive and reliable, which can help to build trust and strengthen the relationship between your company and your customers.
Overall, responding quickly to feedback on a SaaS product is important because it helps to ensure that your customers are satisfied, any issues are resolved, and the product is improved.
Even if you cannot address a specific issue or concern, it's essential to acknowledge the feedback and thank the customer for bringing it to your attention. This can build trust and improve the customer's experience with your business.
The best way to ensure that feedback is not falling through the cracks and that you forget about this customer is to add their input in ProductLift.
Enter the information about the feedback (such as bug information or feature information) inside of ProductLift.
ProductLift will return a link you can share later with the user. Here they can track any progress or updates themselves.
You use references to keep track of feedback locations, e.g., a Tweet, forum post, or online review. We don't have their email address so we can't automatically inform them about updates. However, we can do this manually. Later on, we will go back to the original location and let people know that the new feature is ready.
Note that if you have their email address, you could vote on their behalf. ProductLift automatically invites them and adds their vote to the post.
Your wish list is a location where users can upvote the features they desire.
Reply to the user on the online location and tell them that you take them seriously. Make sure to share the link to the post on ProductLift so the user can view progress at any time.
Remember that more users and potential customers will read the forum or social media so they know where to go for updates.
Here is a sample message you can use to thank someone for their feedback:
Dear [Name],
Thank you so much for taking the time to provide feedback on our [product/service].
I just added this request to [product/service]'s wish list. New integrations and features are being planned and built from that wishlist. We will look at the number of votes an idea has and prioritize based on that.
You can follow progress on your feature request on this page: [link to the created post]
When you vote on that page for your request, you are automatically kept up to date.
Thank you again for your valuable feedback.
Sincerely,
[Your name]
Often, people give similar feedback. This is useful to know because it means it is more important.
When the feedback already exists, you can alter the message a bit.
We use something like:
Dear [Name],
Thank you so much for taking the time to provide feedback on our [product/service].
This request is on our wish list. New integrations and features are being planned and built from that wishlist. We will look at the number of votes an idea has and prioritize based on that.
Make sure to upvote the post. Then you will get automatic emails to keep up to date about the progress.
Thank you again for your valuable feedback.
Sincerely,
[Your name]
Take the time to carefully review and consider the feedback you receive and use it to inform product development and decision-making. This can help you improve the quality and satisfaction of your product for your customers.
You should not only listen to your customers. You should build a product vision and add new features that fit into the picture.
For this, you can use the Prioritization Matrix in ProductLift.
It helps you to visually identify which features are the best to work on next.
If you have addressed a specific issue or concern a customer raises, it's a good idea to follow up with them to inform them that their feedback was heard and acted upon. This can help to improve the customer's experience further and build loyalty.
You have multiple moments where it does make sense to follow up:
People are hoping you add the desired feature. And as this is now planned, it is good to let them know.
You should update the status of the feature in ProductLift. ProductLift will then automatically email all of them with this great news.
With the status update, you automatically move the feature to your roadmap (in the correct column).
It is great that you use it directly in two locations:
The initial feedback came from a Tweet, so you want to inform people on Twitter about the great news. They will be amazed that you remembered to tell them.
You saved the references in the earlier steps, and now you can easily see where you need to go to update people.
Here is a sample message you can use after you plan the feature on your roadmap:
Dear [Name],
Thank you again for your feedback on our [product/service].
We have planned this feature on our roadmap for Q3. This means that we will start working on this soon.
I will let you know here when the feature is ready!
You can follow the progress on your feature request on this page: [link to the created post].
Thank you again for your helpful feedback.
Sincerely,
[Your name]
You may have further questions or want to test some design options before delivering the feature.
In this case, it depends on whether you want to go back online to Twitter or elsewhere to ask the question.
It could be enough to ask your question on ProductLift and let people answer there.
People are hoping you add the desired feature. As you did so, now it is time to let them know.
You should update the status of the feature in ProductLift. You can directly add an email to all followers, and ProductLift will automatically email all of them with this great news.
With the status update, you automatically move the feature to your changelog.
You can add a comment with a nice changelog-like description of what is done.
It is great that you use it directly on two locations:
Click tag for Changelog (so this comment will be used on the changelog)
This is what it looks like on the feature comments:
This is what it looks like on the Changelog (you can adjust this design to your liking).
The initial feedback came from a Tweet, so you want to inform people on Twitter about the great news. They will be amazed that you remembered to inform them.
You saved the references in the earlier steps, and now you can easily see where you need to go to update people.
Here is a sample message you can use after the feature is ready:
Dear [Name],
Thank you again for your feedback on our [product/service].
We just updated our product and incorporated your feedback.
[Add here unique information about how the feature works]
You can read more details about this feature on this page [link to the post in ProductLift or your documentation].
Sincerely,
[Your name]
Overall, it's vital to approach product feedback received online with an open mind and a willingness to listen and improve.
By actively engaging with customers and using their feedback to inform product development, you can create a better experience for your customers and improve the overall success of your business.
