{"id":14154,"date":"2022-01-28T14:30:00","date_gmt":"2022-01-28T13:30:00","guid":{"rendered":"https:\/\/usersnap.com\/?p=14154"},"modified":"2026-03-13T09:46:09","modified_gmt":"2026-03-13T08:46:09","slug":"product-feedback-software","status":"publish","type":"post","link":"https:\/\/usersnap.com\/blog\/product-feedback-software\/","title":{"rendered":"How we built a product feedback software tailored for product managers"},"content":{"rendered":"\n

Are you wondering whether or not you need product feedback software to help you listen to your users? Try answering this question: Can you recall three pieces of product feedback that helped you build a better solution?<\/strong><\/span><\/p>\n\n\n\n

If you can, great memory. OR… may it be that you don’t<\/em> receive enough feedback, and you don’t<\/em> have customer evidence for every new solution on your roadmap? So, you can still clearly count the instances when you do<\/em> have feedback to back up your decision. <\/p>\n\n\n\n

Relax, we’re not here to judge, in fact, we’ve been there! Collecting customer feedback is time-consuming, and being a product-led growth company<\/a> takes time. Especially if what users say contradicts your hypothesis and vision. (Oh boy, yes, these things happen…) Which is the reason why we wanted to write this article. \ud83d\ude09 We want to share our journey from spending weeks collecting a mere couple of user feedback to scaling up feedback touchpoints and eventually realizing our own software is an outstanding Product Feedback Software!<\/p>\n\n\n\n\n\n\n\n

What did product feedback management look like for us in the beginning?<\/h2>\n\n\n\n

Writing emails (and begging) for 30-minute to 1-hour user interviews was the way for us to understand what customers liked and disliked. But these interviews were hard to come by\u2014just picture email reply rates at 1%. Plus, we don’t have a team dedicated to doing these interviews, so it can take up to one quarter to complete the feedback research calls. In other words, we had very little customer feedback to reference.<\/p>\n\n\n\n

By the way, if you still need to convince your teammates about why customer feedback<\/a> is the key to growth<\/a>, we wrote an extensive guide, take it, use it. \ud83e\udd70<\/strong><\/p>\n\n\n\n

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

Try Usersnap for Product Development<\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n

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Our product management team was keen to gather more customer feedback to solve important problems and build a loyal customer base, so we kept trying. The breakthrough was when we adopted our website’s visual feedback widgets<\/a> to get customers to share more insights. This is what we\u2019re going to pick apart in this article. I hope<\/span> you\u2019re ready!<\/p>\n\n\n\n

Product Feedback Software: a way to bond with your customers<\/h2>\n\n\n\n

Customer feedback is critical when growing your product and company. You need to understand customer pain points, but the issues can be as diverse as the customers themselves. Having customer feedback when you are about to introduce new product solutions can help you and your team make decisions with confidence. Whether it be customer phone surveys, in-person research, NPS emails, or focus groups, this can determine the product design, innovation, or features customers want. <\/p>\n\n\n\n

\"Product<\/figure>\n\n\n\n

Customer feedback management software helps you consolidate customers’ voices so that you can use the knowledge to create a customer-centric strategy that prioritizes the customer experience.<\/p>\n\n\n\n

Also Read:<\/strong><\/p>\n\n\n\n

Best Website Feedback Tools: With Paid and Free Plans<\/a><\/p>\n\n\n\n

Collecting customer feedback is hard, here\u2019s what we learned in the past 3 years<\/h2>\n\n\n\n

“Your product is great.” This is nice customer feedback; however, it is not very helpful if we want to determine what to build next.<\/p>\n\n\n\n

To avoid wasting time asking questions but only receiving vague and unactionable feedback and to avoid annoying our users with countless surveys, we implemented a website feedback widget. It worked wonders \ud83e\udd73 And so our adventure began!<\/p>\n\n\n\n

Step 1 of Product Feedback Management – Adding Feedback Widget<\/h5>\n\n\n\n

We used to collect feedback through conventional channels such as emails and personal phone calls. But customers have the most to say when they are in the product and using the features. The feedback widget that was added to our web application allowed users to send in feedback as they experience issues or have a creative moment and come up with a brilliant suggestion. <\/p>\n\n\n\n

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

This feedback widget is not any ordinary feedback form<\/a>, it is a visual feedback tool. What do we mean by this? (Disclaimer: the next few sentences are the promotion of our widget’s unique selling point““` \ud83d\ude2c)<\/p>\n\n\n\n

Customers can rate their experience, write a message, record their screen and voice<\/strong> to show us and tell us why they liked or disliked a particular product experience. This visual and instant feedback sharing is intuitive to customers and helps us to receive contextual, high-quality insights. \ud83e\udd17<\/p>\n\n\n\n

\"Visual<\/figure>\n\n\n

Try Usersnap for Product Development<\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n

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Step 2 – Updating to Feedback Menu Widget<\/h5>\n\n\n\n

In the next phase, we upgraded to the Feedback Menu Widget<\/a> which displays up to four options of support and feedback. Customers can navigate to the feedback type and use the right tools and forms to share their message.<\/p>\n\n\n\n

One of the options on our feedback menu is feature suggestions. This encourages customers to share requests and ideas on how the product can improve and innovate. And our users are super creative!<\/p>\n\n\n\n

\"Usersnap-dashboard-representation-team-collaboration\"<\/figure>\n\n\n\n
Step 3 – Introducing Behavioral Rating Pop-Ups<\/h5>\n\n\n\n

Our next step was to improve engagement and interaction. We found that rating scale questions have higher response rates because they are easier to answer.<\/p>\n\n\n\n

Asking questions at the right time and right place also enhances the customer experience and likelihood to share their opinions. We implemented pop-ups that were triggered when users landed on our product dashboard and when a certain event is fulfilled. The overall experience was reported to be seamless and delightful. <\/p>\n\n\n

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Product Feedback is Much More than Just Surveys<\/h2>\n\n\n\n

Now, to spill the tea, customers don’t like answering surveys. They don’t have unlimited time and kindness to spend on improving your product so you can make more money. Shocker?<\/p>\n\n\n\n

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Don’t waste customers’ time asking them questions unless you are prepared to act on what they say.<\/p>\nBruce Temkin<\/a><\/cite><\/blockquote>\n\n\n\n

Your customers need to know and see that you care and act on their feedback in order to keep on sharing their insights with you. Our involvement definitely acted as a motivating factor for our customers to become more willing to provide feedback when they witnessed us building new features and improving the existing ones.<\/p>\n\n\n

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One of the key areas of product management is gathering accurate and honest product feedback. Many businesses understand this and design surveys, often too detailed, to encourage customers to share their opinion and insights about their products. While this may be effective to an extent, it is a relatively limited way to understand product feedback.<\/p>\n\n\n\n

Instead of just introducing an additional UX component that your customers may or may not use, you need to create and nurture a culture of feedback and interaction within your product – an environment that invites users to tell their experience and story in the easiest manner possible. That’s the only way to ensure that you engage your audience and get balanced feedback.<\/p>\n\n\n\n

Below are 5 other considerations when it comes to product feedback management.<\/p>\n\n\n\n

Customer Categorization & Segmentation<\/h3>\n\n\n\n

Feedback is critical in identifying customer groups or segments that are similar in terms of one or more characteristics or factors. This categorization is key to optimizing your marketing efforts to each group through the most relevant and appropriate communications. The difference is an emphasis on segmentation based on topic or cluster of feedback. This result maximizes the value of each business customer by handling a cluster of feedback at once when making product decisions.<\/p>\n\n\n\n

Customer-Centric Strategy Formulation & Testing<\/h3>\n\n\n\n

Listening to customer feedback helps you and your team understand your customers\u2019 needs and how they are changing. Doing this helps create a customer-centric strategy that prioritizes the customer experience. The best strategy will also review the required steps before, during, and after the customer has purchased your product, so changes are permanent. <\/p>\n\n\n

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Understand Customer Needs<\/h3>\n\n\n\n

There\u2019s no better way to learn about your customer requirements than through the product feedback<\/a> they opt-in to provide. Gathering positive and negative feed is a bonus you should never take lightly. <\/p>\n\n\n

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Meet Customers\u2019 Needs Appropriately<\/h3>\n\n\n\n

When customers leave feedback, it becomes easy to interrogate data and improve customer satisfaction. Facts don\u2019t lie: the data shows what is working and what doesn\u2019t. You can adjust your approach without fear that things will worsen. Plus, appropriately responding with excellent customer support<\/a> translates to high customer satisfaction, which translates into repeat purchases for your business.<\/p>\n\n\n\n

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Ongoing Testing for Customer Satisfaction<\/h3>\n\n\n\n

Tracking customer satisfaction ensures you achieve a high level of quality. Customer feedback software captures feedback throughout the customer\u2019s lifecycle. Doing this helps identify what needs to be done and in what order to have the biggest impact on customer experience. <\/p>\n\n\n\n

\"Example<\/figure>\n\n\n\n

Why Do You Need a Product Feedback Software?<\/h2>\n\n\n\n

Customer feedback is a critical guide that informs your decision-making process and influences innovations and product or service changes. It\u2019s also essential for continuously measuring the success of your customer satisfaction strategy among current customers. <\/p>\n\n\n\n

No matter what industry you\u2019re in, you need to decide fast and act in the business\u2019s best interests at all times. Using software helps you gather, manage, and interpret customer feedback that can help you make informed decisions. The information you gather makes it possible to adjust your product offerings quickly. <\/p>\n\n\n

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Check out Usersnap to find out how this can help your business when collecting customer feedback<\/a>. <\/p>\n\n\n\n

The software also helps identify long-term trends, so you\u2019re in a better position to solve new customer issues. Longer-term trends help find out if you have a genuine trend that must be addressed by changing your product or coming up with a new solution.\u00a0See pricing<\/a>.<\/p>\n\n\n\n

Why We Believe We Built the Best Product Feedback Software<\/h2>\n\n\n\n

We have tried and tested many ways and tools to collect product feedback, now we regularly receive hundreds of both quantitative and qualitative feedback. Including microsurvey responses, visual feedback, feature requests<\/a> and customer reviews.<\/p>\n\n\n\n

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In addition, we worked with thousands of SaaS product managers and engineers on building the best customer feedback software for this market category. This puts us in a uniquely qualifying position where we learn about our customer’s requirements through our own customer feedback software!<\/p>\n\n\n\n

SaaS product teams need to be agile yet competitive. New features need to be shipped fast while superior, there’s no room for disappointing users. That’s exactly why a robust product feedback management system<\/a> is essential. Having an effective product feedback software with the ability to collect user feedback ensures the product improvements you introduce or new features you build are impactful and add value.<\/p>\n\n\n\n

How to Increase Feedback Submission<\/h3>\n\n\n\n

If you cannot pinpoint the specific needs and expectations of your customers, you will have a difficult time collecting honest feedback. That’s why it is crucial to understand the problem you are attempting to solve with your feedback collection and how it has an impact on your target audience. Once you know what your customers are searching for, it will automatically enhance the customer feedback submission rate.<\/p>\n\n\n\n

How Usersnap Improves Feedback Collection<\/h4>\n\n\n\n

For SaaS companies, it is imperative to ensure that experiences can be customized. They can rely on a wide range of features and functionalities offered by Usersnap including:<\/p>\n\n\n\n