Canny Best Practices: Canny for customer support/success

· 3 min read
Canny Best Practices: Canny for customer support/success

A big part of customer success is making sure users are equipped with the features they need. As a customer support agent, you get feedback all the time. Sometimes, the functionality customers are looking for doesn’t exist. Sometimes, the functionality is confusing or hard to find.

In these times, success and support are the glue between customers and the product team. It’s your responsibility to understand the problem at hand and communicate that to product.

This post is a part of a series that highlights how Canny can be used by others on your team.
Check out the whole series:

Communicating with product

Without Canny, customer feedback is very ad-hoc. You may have a Google doc you use to record customer requests. You may have conversations with a product manager via Slack.

Yikes

Communicating with product managers is sporadic and/or unseen. Information gets lost and your customers remain unsuccessful.

With Canny, you have a dedicated home for customer requests. Canny is the level playing field where product can see the most important requests. They can then use that information to build their roadmaps.

For success and support, it means being able to keep track of your customers and all their requests. You can see the status of each request and either update customers automatically or on a 1-on-1 basis.

Let your customers be the champions

Without Canny, you need to be the champion for all of your customers needs. Not only is it difficult for you to remember and follow up with everything, you need to fight to be heard.

With Canny, you’re putting your customer at the forefront. Product can see that there are actual customer accounts that requested a feature.

Instead of trying to fit everything in your head, you can add customer insights right when you hear them. Vote on Canny posts on their behalf and include any important customer quotes. That way, nothing gets lost and product has everything at their fingertips.

Internal comments in Canny
Include additional details as an internal comment

If you use Intercom or Zendesk, it’s even easier to keep track of customer requests. We have integrations with both platforms that allows you to log the feedback without leaving the tool. This way, you can ensure that product will see the request and your customers will be kept in the loop.

Close the feedback loop

There are two ways you can use Canny to track customer feedback:

  1. Publicly
    Expose Canny in your product so your customers have a persistent place to give feedback
  2. Privately
    Empower your customer-facing teammates to track feedback they get in customer conversations

If you use Canny publicly, your customers automatically get updated with status changes.

If you use Canny privately, you’ll want to keep an eye on the roadmap. When posts get marked as complete, you have a list of customers to follow up with.

Closing the feedback loop is a great way to re-engage customers. It also shows them that their feedback is important.

Scaling up

As your company grows, it’s easy for product to get more and more detached from customers. The sheer volume of people involved creates complexity and distraction. It puts product at risk.

Product should always have a pulse on your customers. What problems do they face? How can we make their lives easier?

As customer success and support reps, you are the glue between customers and product.

It’s your job to make sure that your team considers customer feedback in roadmap decisions. Canny is an easy way for you to ensure feedback is communicated at all times.

Keep track of feedback in one organized place

Avatar

Sarah Hum

Hey there, I'm one of the co-founders of Canny. As a founder, I dabble in pretty much everything but my expertise is in product design. I enjoy parfaits and singing a cappella.

All Posts · Twitter

Avatar

Sarah Hum

Hey there, I'm one of the co-founders of Canny. As a founder, I dabble in pretty much everything but my expertise is in product design. I enjoy parfaits and singing a cappella.

All Posts · Twitter

Canny is a user feedback tool. We help software companies track feedback to build better products.

Leave a comment

avatar
wpDiscuz
© Canny 2019
Privacy · Terms · Security
canny-backstage

Come backstage, where we share an honest look into building Canny. You’ll be the first to know when we post new content.

Avatar

Sarah Hum

Hey there, I'm one of the co-founders of Canny. As a founder, I dabble in pretty much everything but my expertise is in product design. I enjoy parfaits and singing a cappella.

All Posts · Twitter