Want to feel great?
Tell a customer that thing they had requested and really really really wanted is now live in your product.
Most times you'll get a response, and from personal experience I can tell you they often include plenty of "❤️❤️❤️❤️❤️❤️❤️"
~70% of personalized product launch emails will get a response, even if a response isn't asked for
There are a bunch of logistical pieces to landing that great moment:
- Record user asks (usually there are PLENTY)
- Effectively convey these to Product
- Product prioritizes what to work on, and ships feature
- The right people get back to the right users
This sounds complex. Today, it often involves hours of meetings, back-and-forths, and manual work.
Turns out it can be much easier - and you can use the tools you already have: Slack, Salesforce, and Troops.
1) Record user asks
We recommend creating a Salesforce object (it's easy) called "Customer Feedback". Why? Salesforce is great at handling structured data, plus of course it's where a lot of your other customer info lives.
What's awesome about this too is because it's linked to an Account or Opportunity, you can always see a full summary asks for any given account before hopping on your next call.
2) Convey asks to product/engineering
...this only happens once every week or every other week as you try to run through summaries quickly in 30 minutes, right?
This is crazy. Market feedback is your biggest ally to building a kick-ass product.
The best business/product teams keep a pulse on the market real-time by using Troops.
Every time a new feature request happens, post it to a dedicated Slack channel that has your product and engineering teams so they can get a front-row-seat to your users.
Think it will be too noisy? Filter it down for just opportunities, highest priority customers, or those that seem to be the biggest pain points using Troops filters.
3) Product/engineering prioritize, work, and ship
OK, so this goes beyond the scope of this post, but the great part about structuring the feedback in Salesforce is your product team can slice and dice market feedback by category, pain, type, customer tier, etc. to make the most informed decisions.
4) The right people get back to the right users
Sounds easy, but how many times has this gotten lost in the shuffle?
Automate the final part of the feedback loop with a list of outstanding users to get back to after their request has been filled. We recommend a once weekly report posted in Slack using Troops.
This will run automatically to the right person or channel on the schedule you choose until you mark the customer as having been informed.
Then, the ❤️❤️❤️❤️❤️❤️❤️.
As always, let me know if you have any questions or thoughts about this! You can reach me at firstname.lastname@example.org