Burning the mid-night oil, working long hours when the entire world is sleeping is a common thing we see in most SaaS companies. Founders and product teams put in enormous effort to succeed and impress their customers.
But for many companies, one of the most common reasons to go down is their customer success management. Now, put yourself in your customers’ shoes. Would we pay for a product we know that is stagnant for a long time? Or pay for something when the team does not listen to what you say? The simple answer is No.
Making it easy for your customers to give you feedback or feature request, and keeping them in the loop is as important as building the product itself. We recently took to Twitter to talk a little bit about it.
Here it is for your reading pleasure:
No. 1: Get all of your product feedback or feature requests in one place. If you are a product team or SaaS team, this makes a huge difference. Won; realize the importance until you organize them.— hellonext.co (@hellonexthq) June 4, 2019
No. 2: Stop using spreadsheets, emails or even support ticketing system to gather customer feedback. You need a dedicated platform to do this.— hellonext.co (@hellonexthq) June 4, 2019
No. 3: Organizing feedback and feature requests puts everyone in the same page. Everyone in your team knows where to go to see what to built/fix next. It is incredible how it works.— hellonext.co (@hellonexthq) June 4, 2019
No. 4: Build a product feedback guidelines. Let the product team contribute to these guidelines. Helps a lot with SLAs and growth or your company. Regularize how feedback is collected and organized.— hellonext.co (@hellonexthq) June 4, 2019
No. 5: Now, let your customers know where to go to provide feedback and keep themselves updated. Helps when you have a warm lead, and they are waiting for that feature to buy your product.— hellonext.co (@hellonexthq) June 4, 2019
No. 6: Organize crucial feature requests or feedbacks in private buckets. Hellonext allows you to have private buckets with your premium customers or internal teams. Use em’— hellonext.co (@hellonexthq) June 4, 2019