Product feedback comes from everywhere.
It’s living in the conversations your support team are having with customers.
It’s sitting in the sales demo conversations that your AEs are having with leads.
It’s in the reviews that your customers are leaving on sites like G2 and Capterra.
You already have these insights waiting for you. That’s great. Tracking and organizing customer feedback from many places can be a lot of work and take a lot of time, though.
Here’s why:
Feedback from different places adds up fast. You need to read, understand, and sort each piece. It can take hours per week to get through it all.
It also comes from many channels. Since different teams handle different channels, tracking it all becomes very hard.
New feedback keeps coming in, so your feedback board needs regular updates and deduplication. Managing customer feedback can feel like a job that never ends.
Is all this time and effort spent on managing customer feedback worth it?
100% yes.
Reviewing customer feedback is important. It shows you what customers want and helps you decide what to build first.
Let’s say you capture feature requests from your support tickets, sales calls, and review sites. You’ll see what features people want most. Aggregating all this feedback helps you see what’s really important and likely to drive impact.
When you update customers on feature requests, it shows that you value their feedback. This builds brand loyalty. Customers feel heard and are more likely to share feedback in the future. This starts a feedback loop that helps you keep improving your product in the right direction.
Getting your time back
You don’t have to spend hours every week tracking and organizing feedback from all these sources.
With Canny Autopilot, capturing feedback changes from a boring manual job to something that runs in the background. Autopilot automatically captures feedback wherever it lives. It also merges duplicates and keeps feedback organized, helping you focus on the insights behind it. Then you can focus your time on prioritizing and implementing the insights you’ve gained.
How long does it take Canny Autopilot to sort through 1,611 tickets?
Typeform is one of our valued customers at Canny.
Their team didn’t have a good way to capture and organize feedback from support tickets. They needed a way to capture feature requests from the customer support tool they use, Zendesk.
They were keen to try Canny Autopilot but worried about its accuracy—they didn’t want any important feedback to slip through.
So we put it to the test:
We ran an experiment. They had 1,611 support tickets from Zendesk to analyze.
The team at Typeform read the support tickets and tagged conversations with feature requests.
While they did that, we ran Autopilot’s Feedback Discovery. It analyzed these same 1,611 support tickets and captured feature requests it found. The entire process took 53 minutes.
The results came in:
76 of the 1,611 tickets were manually tagged as containing feature requests by someone on Typeform’s team.
And drumroll please…
Autopilot’s Feedback Discovery tagged 109 of the 1,611 tickets as having a feature request. Typeform’s team agreed that Autopilot’s results were accurate and not false positives in this experiment.
Autopilot’s deduplication also suggested what feature requests should be merged together. The client’s team accepted 98.3% of these suggestions, so it proved to be very accurate.
“The feature requests from Canny are generally spot on. I was really impressed by the number of times that Canny caught a feature request that our team didn’t.“
– Lauren Corboy, Lead Onboarding Consultant at Typeform
If they only relied on tickets tagged by their team, about 30% of their valuable customer feedback would have been missed.
“Overall, Autopilot identified 93% of the feature requests correctly, and our live team caught about 63% of those. So Autopilot is about 30% better than our live team at the moment in flagging those requests.“
The test showed that Canny Autopilot’s Feedback Discovery is more accurate than manual tagging. It’s also faster and frees up their time.
They walked away with about 30% more feedback—already sorted and organized.
Their team can now see the most requested features right away on their feedback board. Now they can start building them.
“Using the Autopilot feature has just made it so much easier for us to track and manage requests that are coming at scale through those tickets. We know that requests that are coming in through those tickets (7,500 a month) are being tracked accordingly. And it’s a lot less effort for us to parse those into the correct existing posts.
Because they’re coming from our ticketing system, we can identify who’s asking, and the Autopilot tool is giving a really great summary of what the customer request is.“
And it’s not just this one experiment that highlights Canny Autopilot’s accuracy. Here are some more Canny users who’ve saved time and added value with Autopilot:
Conclusion: Capture more feature requests with Autopilot
Don’t miss out on capturing the valuable feature requests that are sitting in your support tickets.
Autopilot’s Feedback Discovery can accurately detect and organize feature requests coming from your customer conversations. Try it today with our Intercom, Help Scout, Freshdesk, and Zendesk integrations and see how much feedback is out there.
They can see the most requested features right away on their feedback board. Now they can focus on building them.
Start capturing feature requests in your support tickets with Canny Autopilot:
