Getting started with providing great support can be tricky. There are endless support channels available, and choosing between them is hard.
How to collect and manage customer feedback like a pro
Most of us have used a spreadsheet as a product feedback “tool” at some point. However, there comes a time where a solution that simple isn’t enough.
Product and support are often portrayed as the two parts of a business that just “can’t get along”. Improving communication between these teams can be challenging.
You’ve built a piece of software. You think your product value is through the roof. It’s useful, functional, and overall amazing. There’s a problem, though.
Many of us like to think we know how to give good feedback for a SaaS product. However, that might not always be the case.
There are customers that are easy to get feedback from and who are qualified for beta testing. And then there are customers who aren’t. How do you choose?
Open customer feedback can be scary. What if someone asks for a “faster horse”? You’re going to have to build it, right? Nope.
Most companies are terrified at the idea of “not listening to customers”. However, some feedback does not come from a good place. Here’s how to respond.
Companies keeping social media in the marketing department alone are missing out on a huge opportunity—the chance to give the people what they want.
If you’ve worked in a customer-facing role at a SaaS company, then you’ve received feature requests before. How do you manage these customer expectations?