In conversations with numerous product managers, we’ve learned that the biggest pains of managing customer feedback are categorizing the feedback and getting an overview of all the gathered insights.
If you’re reading this blog post, you’re most likely aware of how valuable feedback is to your product development process.
You can learn more about this in our previous posts, such as
How to prioritize customer feedback meaningfully?
HubSpot’s recent survey shows that 58% of businesses collect customer feedback, 57% measure customer satisfaction, and 17% have implemented Net Promoter Score (NPS).
However, having customer feedback means nothing if you can’t utilize it. As much as we hate to admit it, we see quite a few of our users neglect the feedback they gather or close tickets without taking any further action.
If you’re guilty of letting customer feedback go unnoticed, we want to let you know that we understand.
Reading and sorting through all the feedback you receive can be very time-consuming, and pivoting for trend reports is sometimes done more for show than for gaining a true understanding of the current state of things.
But the new year new you want to be more customer-centric and really take actions according to customers’ opinions, right?
A product manager’s best tool to manage customer feedback
Last quarter, we dedicated our time to building a solution that will help you manage feedback, close feedback loops, and make feedback-driven decisions more easily.
It’s called Inbox, and here’s why you need it:
1. Inbox with Split View maximizes productivity
Inbox allows you to view customer feedback as if it were email.
All the feedback tickets are displayed in list format on the left. Clicking on each one results in displaying more details on that particular ticket on the right side of the screen.
The key pain point we wanted to solve with Inbox was streamlining feedback so that product managers could view all the issues and comments at a glance, rather than having to jump from project to project to look into different tickets.
You can use Inbox to subscribe to your most important projects. Each feedback ticket will include its project name and URL, allowing you to understand the source of the ticket.
The Detail view allows you to see the context of the feedback without opening it, waiting for the page to load, and then returning to the List view, which saves you a lot of time in the long run.
2. Inbox is the easiest way to label and order customer feedback
Inbox makes labeling and ordering customer feedback a breeze.
You can name labels according to your needs (e.g., “Urgent bug” or “Pricing”), as well as use different colors to help you differentiate between labels more easily.
You can learn more about your label usage trends by going to the Statistics page.
The data presented on this page can help you find out what issues occur most often, which will then enable you to prioritize certain issues over others. Additionally, you can use the feature request projects to understand which features interest your customers the most.
Labels have always existed in Usersnap projects, but now you can use Inbox to categorize tickets faster and use the same labels across different projects to avoid confusion.
Well-sorted feedback empowers you to make impactful changes. With Inbox, you can manage feedback with less effort and leverage real stats more conveniently.
3. Inbox helps you filter and find relevant feedback
The search and filter bar in Inbox allows you to find feedback that contains a specific keyword or uses a particular label, sort by customer ratings and dates, as well as filter by ticket status.
For example, let’s say you wanted to read feedback from customers with Net Promoter Scores of 9 and 10, whether they’re first-time buyers or enterprise customers. You can use Inbox to filter for tickets from these customers and read their feedback with ease.
4. Inbox allows you to update feedback status and forward feedback to integrations
“Slack brings your team and tools together.” One of Slack’s biggest selling points is that it integrates with almost all your daily tools, allowing you and your teams to accelerate on productivity. Usersnap integrates with more than twenty solutions natively and more than one hundred with the help of Zapier. Our most popular integrations include Jira, Asana, Zendesk, Intercom, and Slack.
As a product manager, you most likely work with development, marketing, and many other teams. You want to share customer feedback with them frequently to help them understand the problems your users face in a way that suits their workflow.
Inbox enables you to do just that.
For example, when a customer reports a bug, you can send it to your developer team through Jira, a question about add-ons can be directed to your customer success team through Intercom, and an interesting marketing idea submitted through customer feedback can be used to automatically create a Trello card.
You can change the feedback status of any ticket by using the done checkbox or sending the feedback to Trash.
5. Inbox makes replying and following up on customer feedback extremely easy
Customer feedback is one of the most essential components necessary for growth and development. When a customer is willing to give you feedback, you need to cherish it and thank them.
You can also use the opportunity to pursue a follow-up question, survey, or interview with your active customers.
You can get in touch with customers that have provided their email address directly through Inbox.
Type in your reply in the conversation section of the Detail view, and your message will be sent as an email to the customer, showing them that you genuinely value their feedback.
If you get another response from the same customer, the ticket will reappear on top of your Inbox so you won’t miss it.
This feature gives you a very straightforward way to build relationships with customers, especially if you’re a smaller company that wants to keep the number of software solutions used to a minimum.
Inbox was designed to be the most intuitive way possible for you to manage feedback. The many features mentioned above allow you to centralize all your actions and work more efficiently in one place.
The best way to wrap up this Inbox introduction is with a beta tester’s feedback:
“What a revolutionary avenue to manage and utilize customer feedback.”
Feedback makes more sense when you imply it to your workflow. And customer-centricity comes naturally when customers are heard.