{"id":12244,"date":"2025-11-30T15:53:00","date_gmt":"2025-11-30T14:53:00","guid":{"rendered":"https:\/\/usersnap.com\/?p=12244&preview=true&preview_id=12244"},"modified":"2025-12-10T09:08:04","modified_gmt":"2025-12-10T08:08:04","slug":"feature-requests-for-feedback-driven-saas-company","status":"publish","type":"post","link":"https:\/\/usersnap.com\/blog\/feature-requests-for-feedback-driven-saas-company\/","title":{"rendered":"Feature Request Handling: How a SaaS Company Obsessed with Feedback Does It"},"content":{"rendered":"\n

Struggling to figure out how to grow your feature request, evaluate and build them, and let your customers know that they\u2019ve been released?<\/p>\n\n\n\n

This is the story of how Christina, a product manager, set up a feature request workflow with a simple button in her product. This was so that she could learn directly from the customers what to build next. That button sent new feature requests to the moon and is responsible for a huge part of the company\u2019s monthly recurring revenue (MRR) growth.<\/p>\n\n\n\n

Intrigued?<\/p>\n\n\n\n\n\n\n\n

How about if I told you this was also the first time this product manager’s company created this particular process for feature requests? Since then, 54% of everything built from the roadmap was facilitated by that bashful little button.<\/p>\n\n\n

Try Usersnap for Streamlining Feature Requests<\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n

Feature request and feature request management<\/strong><\/h3>\n\n\n\n

A feature request <\/strong>is a specific type of product feedback that SaaS product managers have to deal with. They are basically recommendations, comments, opinions, and suggestions from end-users related to the introduction of new features and improvement of existing ones.<\/p>\n\n\n\n

As feature requests can pile up rather quickly, it becomes crucial for SaaS businesses to identify the most sought after features and improvements in an effective manner. That requires proper organization, categorization, and sorting of different types of features to pinpoint the ones that should be the top priority for the business. That’s known as feature request management<\/strong>.<\/p>\n\n\n\n

Christina\u2019s a PM at Usersnap (that\u2019s us). We built a feature request option in our product to use it as a feature request tracker.<\/p>\n\n\n\n

By the end of this article, you\u2019ll be able to:<\/p>\n\n\n\n

    \n
  1. Setup a feature request workflow for your product<\/li>\n\n\n\n
  2. Take action on the feature requests, and build your roadmap<\/a><\/li>\n\n\n\n
  3. See the tangible impact this workflow could have on your company.<\/li>\n<\/ol>\n\n\n\n

    Ready to start prioritizing feature requests?<\/h3>\n\n\n\n

    While you go through this and plan your feature request strategy, keep this in mind:<\/p>\n\n\n\n

    \n

    \u201cIt takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you\u2019ll do things differently.\u201d<\/p>\nWarren Buffett<\/cite><\/blockquote>\n\n\n\n

    BTW: if you need a little more context, we’ve got the ultimate guide to customer feedback<\/a>, on tap just for you \ud83c\udf7b cheers to that!<\/em><\/p>\n\n\n

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    What you can expect \ud83d\udc69\ud83c\udffe\u200d\ud83d\ude80\ud83d\udc47<\/div><\/div><\/div>
    1. Aligning the feature request with product goals<\/a><\/li>
    2. How do I set up a workflow for feedback requests?<\/a><\/li>
    3. And how do I take action with my feature request for the SaaS features in mind?<\/a><\/li>
    4. Overall, how valuable is a feature request for a business?<\/a><\/li>
    5. What did we learn from our feature request button?<\/a><\/li>
    6. Usersnap Functionalities for Feature Request Management<\/a><\/li>
    7. FAQs<\/a><\/li><\/ol><\/div><\/div><\/div>\n\n\n

      Aligning the feature request with product goals<\/h2>\n\n\n\n

      At Usersnap, we\u2019re all about collecting customer feedback<\/a>. However, we came to a point in our own evolution where we weren\u2019t quite sure where to turn next. Things were going well, with a great foothold in the quality assurance and software testing niche. However, we also saw the opportunity to go to market for other personas and their needs. We had some hypotheses, a lot of energy and talent across teams, and our fair share of experience in design and product management. <\/p>\n\n\n\n

      We follow this ideology –<\/p>\n\n\n\n

      \n

      \u201cYou can\u2019t transform something you don\u2019t understand. If you don\u2019t know and understand what the current state of the customer experience is, how can you possibly design the desired future state?\u201d<\/p>\nAnnette Franz, CX Journey Inc.<\/a><\/cite><\/blockquote>\n\n\n\n

      So, we decided to make our process better. And we approached our roadmap and feature building in more or less the following way:<\/p>\n\n\n\n

      \"Saas
      This is how we approached our roadmap in the past.<\/figcaption><\/figure>\n\n\n\n

      In other words, after failing too slow and sometimes banging our heads on the wall<\/a> one too many times, we wanted to get back to what we knew how to do best. <\/p>\n\n\n\n

      It was to – build a future product roadmap based on validated customer needs<\/strong>. <\/p>\n\n\n\n

      This included getting a deep understanding of our personas. It also includes crafting a long-term product vision that would help our customers get to their desired outcomes. But how do you create a product roadmap that puts customers at the heart of it? Apart from quantitative data collection, Christina started asking them an important question at an equally important touchpoint during their experience. <\/p>\n\n\n\n

      The question was – which feature requests do you have, and what would they solve for you?<\/h3>\n\n\n\n
      \"customer<\/figure>\n\n\n\n

      She kicked it into overdrive, off to the races to do product manager work. Christina was determined to make sure we could know which features our customers actually wanted. One by one, through researching and interviewing what felt like hundreds of customers, Christina and the product team realized there were loads of insights from our customers. Besides the research, demos, data analytics, customer interviews, and customer support and service tickets, there was still something crucial missing here.<\/p>\n\n\n

      Try Usersnap for Streamlining Feature Requests<\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n

      It was – if we want to know what exactly customers need, the best moment to get insights from people is to find out while they\u2019re in their context, looking to accomplish their goals.<\/strong><\/p>\n\n\n\n

      And what was the best way to figure that out? A possibility for our customers to send in feature requests while they are mid-experience. The most valuable ideas that have shaped our roadmap in the last year have come one at a time from in-context feedback. It helped us prioritize and build the features that our customers really like to use. That\u2019s why Christina placed a button into the product that opens a feature request widget. Simple as that.<\/p>\n\n\n\n

      How do I set up a workflow for feedback requests?<\/h2>\n\n\n\n

      1. Make it easy for product managers to collect SaaS feedback<\/h3>\n\n\n\n

      First and foremost, Christina set up a feedback collector for our product. She made it an option for customers using the product and asked for people to contact us if they had any specific ideas they’d like to shout out. Above all, the desired outcome was to get feedback from customers who cared enough to find the feature request option. And then type one up at that moment in time for a product manager to see.<\/strong> Importantly, Christina configured the feature request option to be shown to those who logged into the product. Essentially, it means, we were only hearing from our customers.<\/p>\n\n\n\n

      \"feedback<\/figure>\n\n\n\n
      \"feedback<\/figure>\n\n\n\n

      At first, it was a digital ghost town, with no feedback to speak of and digest. “Why hadn’t a single customer reached out yet?” Our hero product manager Christina asked herself, scratching her head. Staying patient, the team got a notification: Usersnap\u2019s request tracker function worked as we received our first feature request via the button. <\/p>\n\n\n

      \n
      \"feedback<\/figure>\n<\/div>\n\n\n

      Pop the champagne bottles? Not quite. The product team had a long way to go. However, it was a win because the team could know with certainty that someone wanted to give suggestions in the first place from that button. Great start.<\/p>\n\n\n\n

      Feature request management<\/h4>\n\n\n\n

      One of the most crucial ways to stay connected with clients as your SaaS business grows is by responding to their feature requests. Your product’s evolution may have a significant influence on your company’s image, product-market fit, and overall strategy. That said, if you don’t have the necessary procedures and systems to prioritize right feature requests, things may quickly devolve into chaos.<\/p>\n\n\n\n

      The demand for new features rapidly outstrips the capacity of SaaS companies. It’s impossible to remember everything while some suggestions are likely to be not given the attention they deserve. Customers may not even be aware that their suggestions have been taken into consideration when features are developed but not publicized.<\/p>\n\n\n\n

      That’s where it becomes important to ensure adequate feature request management through the implementation of effective processes. One of the best ways to manage all the requests is through a feature request template.<\/p>\n\n\n

      Try Usersnap for Streamlining Feature Requests<\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n

      Feature request template<\/h4>\n\n\n\n

      Your clients and users will appreciate a feature request template since it simplifies the feedback form<\/a> you offer them. Your ability to manage and evaluate comments from the user feedback form should also be a consideration.<\/p>\n\n\n\n

      \"Customer<\/figure>\n\n\n\n

      Requests for new features might take a variety of forms. Whether it’s an email or a conversation with your customer service staff, you’ll hear feedback from your consumers at some point. Your product team may have a tough time prioritising all of the input they get. Using a feature request template, you may create a uniform method and procedure for adding new features.<\/p>\n\n\n

      \n
      \"Poll<\/figure>\n<\/div>\n\n\n

      Usersnap does not just work as a feature request tracker but brings a wide range of templates for SaaS businesses so you can select a feature request template that fits your customers’ needs and expectations.<\/p>\n\n\n\n

      2. Feature request tracking for your SaaS product<\/h3>\n\n\n\n

      After that, it was time to drill down as a great product manager does. Directly in the Usersnap dashboard, Christina could see which company sent the feedback and what people wanted to tell us. People tend to give solutions to their specific needs or challenge. But in reality, what\u2019s most helpful is, getting to the need or the challenge itself (and beyond the solution). <\/strong>Christina could dive into any feature request by communicating directly in the feedback solution and getting to the core of the need of users.<\/p>\n\n\n\n

      Also, the product team got colleagues into the customer feedback loop<\/a> by allowing them to also send in feature requests, tag them, and start both internal and external conversations from the same place. This was awesome to monitor customer needs and create a sense of customer-centric ownership across departments and teams.<\/p>\n\n\n\n

      Finally, when Christina wanted to sound a loud gong on a particular feature request to the entire team, she could use the Slack integration to push the feature request<\/a> directly into a channel for all colleagues to see. In summation, the product team could listen to the customer more thoroughly and give themselves more qualitative ammo when prioritizing the roadmap.<\/p>\n\n\n\n

      Feature request tracking<\/h4>\n\n\n\n

      The process that Christina deployed is called feature request tracking and it is quite self-explanatory. It entails identifying what customers and users are asking for and keeping track of every request so they can be categorized and sorted later on. This gives SaaS project managers a structured approach for thinking about and discussing multiple feature requests and making an informed decision.<\/p>\n\n\n\n

      3. Label and organize feature requests<\/h3>\n\n\n\n

      In the midst of communicating to customers and colleagues about ideas, Christina started to make a portfolio of feature requests. Day by day, she and her colleagues checked and saw more. The list grew beyond what we all had imagined, and it forced everyone to start categorizing. With labels, all colleagues were able to put each request in an overarching bucket, and categorize it within buckets to see the frequency of feature requests.<\/strong> We could get a real overview of what our users wanted.<\/p>\n\n\n\n

      And how do I take action with my feature request for the SaaS features in mind?<\/h2>\n\n\n\n

      4. Prioritize and build the SaaS product roadmap<\/h3>\n\n\n\n

      Prioritization is always hard work and happens in a few ways for the team. <\/p>\n\n\n\n

      One way is that the team could take requested features to the roadmap discussions and prioritize them directly when the quantitative data backed up the feedback and told a complete story. <\/p>\n\n\n\n

      In addition, we could also look at the overall company and product strategy, first from afar. Then, we could dig deeper into the feature requests received to see if their hypotheses about where the company should go were backed up by validated customer needs. <\/p>\n\n\n\n

      Essentially, requests were broken down into three main categories: <\/p>\n\n\n\n