It is pivotal to keep making the essential changes to your product or service if you wish to stay ahead of the competition at all possible times. To do this successfully, you must consider the crucial feedback your customers and internal teams give you regarding your unique service, making it possible to build a stronger relationship with them.
A suggestion or feedback of this sort is called a feature request, containing valuable information to help companies improve themselves. It includes details of how a particular consumer uses your product, what they think of it, and possible changes that might make it more ergonomic.
Invariably, any business that overlooks this practical assessment will grow slower than those who prioritize it. The following information outlines the vital aspects of this concept to help new enterprises to understand it more easily.
How it helps
Looking at a real-time record of what it’s like to use your product and how it benefits users can help you direct the future course of action with incredible precision. You can easily keep track of product ideas and new possibilities while prioritizing the essential changes to the existing production.
It can help you enhance the entire user experience for your clientele, ensuring they return to you for all their future needs. Moreover, this targeted growth can help you build trust with new customers and retain the loyalty of the existing ones.
There are types
A significant thing to understand is that different users can respond in various ways, depending on how they use the product and the issues they encounter. Based on the users’ intentions while sharing feature requests, they can be divided into three groups. The following section delves into the subtleties of these categories in greater depth.
- Product improvement – Feedback is the basis of every Product-led Growth SaaS business. The feedback provided by the product users is what leads to continual improvement of any product in the market. When a business falls short in addressing these product improvement requests, its product soon becomes obsolete in this fast-paced business environment.
User feedback showing methods to improve existing capability, either by boosting usability or changing existing workflows, is referred to as product improvement requests. The response here generally includes queries if the company can enhance the existing functionality of their product while the current version is still considered good enough.
- Bug fixes Request- No tech is without errors. With the increase in functionality and complexity of every SaaS product, errors and bugs are common and expected phenomena. When an error or a bug is encountered, end-users file bug tickets. This could be when they come across a functionality or feature that isn’t working as intended or how they perceive a feature, or the platform should function. As per recent data, well over 60% of B2B corporations and consultants use SaaS applications regularly to do business, and when a bug occurs, it can be disastrous for their company.
- New features – Finally, there are fresh feature requests. No product can withstand the scrutiny of the market if they do not bring something fresh to the platform on a regular basis. Even if your product is flawless, users often desire something new and different. The feedback here asks explicitly for new functionality from scratch instead of improving the existing ones. Users can raise a new feature request to notify a business what additional features they would like in the product. This enables enterprises to enhance the overall value of the product.
Managing the requests
The first step to managing these responses is to store them all in one place so it doesn’t run all over the place – classify and prioritize them. Next, ensure to keep your customers engaged so that they know you are taking serious note of their feedback.
Finally, instruct your internal teams on managing this pivotal information and incorporating it into product development. It is critical to overlook how your teams handle the tasks and make modifications likewise. Also, always test the new changes before launching them to the users.
Commonly Employed Feature Request Mediums
Using every available feedback medium can be overwhelming, but the more channels you offer to your users, the more suggestions for improving your organization will receive. Understanding the different types of user feedback touchpoints is crucial, so here are a few to consider.
Internal Teams’ Feedback Channel
Customer-facing departments interact with users more frequently than any other division. Because the relationship has already been established, end users feel more confident communicating existing glitches, obstacles, and demands with these teams. Your customer service personnel must have a straightforward means to exchange feedback directly from meetings and discussions so that nothing gets lost in a rush.
End-User Advisory Boards
End-user advisory boards have undeniably proven to be beneficial. Because your end users have a certain degree of mastery of your product’s usage, including them “in a boardroom” can provide extremely helpful insights, especially if the group is dynamic and you follow up with relevant analyses and discussion.
App-based feedback Channel:
The most straightforward and probably top-yielding feature request medium is via in-app feedback provision. Enabling feedback options within an end-user journey is critical for obtaining real-time input rather than waiting for them to share it eventually.
Using a Reliable CRM
Your developers need a sophisticated and dependable application to deal with any feature request effectively, ensuring they get the work done on time and within budget. Ideally, you should consider partnering with established enterprise software that allows you to handle tickets and issues swiftly. Moreover, the tool should enhance communication between your business and your loyal customers, helping them reach out to you whenever they wish.
Finally, when you get unmatched product insights (such as its positives, best features, and drawbacks) from the software, you can facilitate the necessary changes to expand productivity. Ultimately, an excellent resource can help your company scale new heights and achieve optimal profitability.
So, find a reputable source today and manage your feedback wisely, increasing your chances of becoming an industry leader at the earliest possible.