There are a lot of things that play into informing and making product decisions. Strategic and business objectives have their place. Behavioral quantitative data is important as well, to discover what your customers are actually doing within your product. And lastly, all of the qualitative input: being able to get insight in what customers are telling you as a company over multiple touch points.
The latter is especially hard to get a holistic view upon, since a lot of this qualitative data is hard to collect (hence our portal), or is spread across different tools and stakeholders (hence our tools for internal team members).
With our toolkit, you'll be able to collect feedback straight from your customer and/or, centralize the feedback coming from Customer Success, Sales, and Customer Support that encounter a lot of feedback in support and live-chat tools, an online community, e-mail, CRMs, social media, and other documents.
The benefits of Shipright
The eventual output of Shipright is a view upon all of these product Requests. This can be popular feature requests, customer needs, and/or pain points. The number of users of whom you gathered feedback, gives you a proxy of how important a Request is to your customer-base (or a particular segment of it).
Using themes, you can organize these Requests by product component, feedback type (e.g. feature request, need, pain point), quality factor (e.g. usability, performance), and other areas you find relevant.
The overview helps answer questions such as:
- What are the most requested features?
- What are the most common complaints?
- Who else from our customers mentioned request 'X'?
- What do our Pro plan users request most often?
- What overall feedback did we get about feature 'Y' in our app?
- Where can I find all product feedback from our enterprise customer 'Z'?
- Who complained about the usability of our Charts feature that we can follow up with for user research?
If you want to dive into these Requests, you can simply click on it and find an overview of all the feedback gathered, and the exact customers that provided it. This helps you in a couple of ways:
- You get a better understanding by studying all of the explicit feedback gathered, and have empirical and objective support for prioritizing something on your product roadmap. It gives you some of the benefits of user research for the simpler requests, saving you time thinking of the right solution.
- You now easily know what customers gave feedback about a particular request. You can easily follow up with the set of customers once you are planning to work on a respective Request (e.g. a feature request or customer need). You can use it to either plan follow up conversations with them for a more in-depth understanding, invite them for a beta version of a feature, or inform them once you actually shipped a feature they requested.
Note: Additionally, some teams use Shipright to store positive quotes from customers as well. Having a theme 'Love' or 'Praise' for Requests that cover enthusiastic responses to certain updates or features, might be helpful for your marketing collateral (e.g. quotes on the marketing website, or getting inspiration for improved copywriting by looking at the terminology your customers use)