Close the loop with customers

Who even asked for this?

It's common to hear teams say that they are working on something because "a bunch" of customers have asked for something, but when pressed, they aren’t able to actually say who asked for it, or why.

This information often ends up getting stuck in spreadsheets or inboxes, or at best, a CRM somewhere… but isn’t easily accessible to the people actually building the product.

Problem: Disconnect between customers and product.

The problem is that there’s typically a disconnect between the customer-facing teams and the product teams.

Customers are asking for support and making suggestions, but their feedback isn’t getting translated into anything that the product or development team can use in their work.

Instead, miscommunications mean that often the wrong thing is built, solving the wrong problems, and when something does go live, the customers who expressed an interest aren’t told about it.

Solution: Link customer problems to solutions you build.

A better way to work is to ensure that customer requests and suggestions and feedback about the product are fed directly to the team who's building the product, so they can digest and take action on them.

This doesn’t mean building everything the customers ask for, but simply understanding the real customer problems, and using those insights to prioritize work to be done.

As these problems are chipped away at, with each iteration of the product, the customers should be kept in the loop so that they can see the changes, provide feedback, and benefit from the added value (as a bonus, this is an opportunity to get upgrades from your customers here!).

ProdPad provides real value with the customer feedback section, which makes it easy to capture customer problems and link them to the ideas that might help them.

It also helps you close the loop with your customers, so you can easily get back to folks who’ve made useful contributions to your backlog!

ProdPad has a unique customer feedback system that allows you to collect customer feedback from a variety of sources, including a white-labeled portal, support tools via integrations, or directly in the app.

Feedback can be linked to a contact and a company, along with relevant information and context so you know who’s asking for what sort of things. Each piece of feedback can also be linked to ideas in your ProdPad backlog.

You can explore the Customer Feedback list view in our Sandbox environment: https://sandbox.prodpad.com/feedback/  

You can use ProdPad to surface ideas that are supported by customer feedback, and dig into that feedback to understand exactly what problems the customers were experiencing when they came up with the feedback. This way, you’ll never build something that misses the mark again.

Additionally, once you’ve built something that a customer might be interested in, ProdPad points you to exactly who you need to get back in touch with, so you’re easily able to stay in the loop with your customers.

You can explore the Customer Feedback attached to an Idea live in our Sandbox environment: https://sandbox.prodpad.com/ideas/209/feedback 

ProdPad solves the customer feedback loop problem and many others!

Have you got other problems you're looking to solve?

• We're stuck in a feature factory. 
  (but want to focus on outcomes instead)
  
  
• My backlog is an over-stuffed mess. 
  (and want something easier and tidier!)
  
  
• I need to validate we’re actually solving problems. 
  (instead of building things without measuring their success)
  
  
• I want to solve customer problems and keep them in the loop. 👈 YOU ARE HERE
  (to end that disconnect with our customers)

PS. Want all of these in a presentation format so you can convince your boss and team to use ProdPad to solve these problems? Grab your copy here!