Whereby provides one of the simplest and best solutions out there for doing your video meetings. Yet, it’s just the start. With a fully remote team of 25, they’re on a mission to give people the freedom to work and live where they thrive. To get there and have one of the best products out there, user feedback is key for them to consider. In their case, especially for bigger and more strategic product decisions.
The challenge of democratizing product feedback in a remote team
As Whereby is a fully remote team, they were trying to figure out how to improve communication between what support would hear from their users and the product & engineering team members.
They started out with a Trello board, set up for support team members to document relevant feedback. This would then be accessible to the product & engineering teams to only view the relevant requests and improvements. Although they love Trello, it didn’t really work for solving this particular problem. Meghan, Customer Support Specialist at Whereby tells us: “it was so cumbersome, as we had to leave HelpScout and go back-and-forth to Trello to manually copy feedback and customer details. It was such an interruption of our daily work, too time-consuming. We sometimes also just forgot doing it”. As Meghan and her team members’ main focus is on the support ticket in HelpScout, continually switching to report requests just was too much of a hassle and too time-consuming to pursue.
"For us, quality of the context behind a request is just so much more important. A quick summary of that is more valuable than a number of occurrences"
Just tagging HelpScout tickets wasn’t really helping either, as this didn’t directly get them the concise overview of the specific feedback they needed. Ingrid, Chief Product & Technology Officer at Whereby, points out that this is particularly important to them. “We’re not necessarily looking at the quantity of requests, it’s much more about having the qualitative part easily accessible. Good qualitative documentation from all users in our target audience on a specific use case or a problem tells us a lot. You can’t decide based on just a count, especially when you don’t have more context”
Using Shipright to effectively report & communicate feedback
Meghan and two of her support colleagues managed to get to their goal of improving the level of reporting and communication by using Shipright’s browser extension. As the extension sits in their browser’s top bar, communicating a request is matter of seconds instead of minutes. As Meghan told us “even our sales representative uses it frequently now to quickly log relevant requests for product & engineering. It’s just really quick and easy to use”.
“even our sales uses it now to quickly log relevant requests for product & engineering. It’s just really quick and easy to use”
Meghan and her team members are quickly storing feedback by using the browser extension, and having it in their Shipright repository helps anyone to retrieve requests later on. But in addition, newly logged feedback gets directly pushed to a Slack channel as well by using the Slack integration. “It significantly helped to increase visibility and put everyone in touch with what users are saying. It’s been really useful also for our design team, as you can log on to Shipright from there and see all related feedback to a request or improvement we logged”
Ingrid points out that this concise overview of feedback created in Shipright, even helps them cut out some user research on potential product changes. As Whereby decided to mostly document requests that contain descriptive use cases and problems, they already have a solid amount of qualitative context around each of these requests to start with.