Creating a successful product or service requires us to do a lot more than simply getting it in front of users. There are a lot of steps involved even after launching a product. One important metric that you should keep tracking is user feedback.
In this post, I am going to introduce you to a service called Userwell that allows you to efficiently manage all your customer feedback. The platform allows you to do a lot more than just collect feedback from different places in one central location. It also gives you the ability to properly analyze and prioritize the feedback to figure out the features that you should build next.
Why Should You Be Collecting User Feedback?
Developers and users usually have entirely different mindset when interacting with a product. Something that might be obvious to you as a developer could be counter-intuitive for your users. This means that unless you pay attention to their needs and experiences, your users might abandon your product for a competitor. Therefore, it is important to collect plenty of user feedback to determine what people like and dislike about your product.
This user feedback can come from variety of online and offline sources including customer support, sales, social media etc. Userwell will allow you to get the maximum possible value out of this information with the help of all its features.
Lets get started!
Collecting User Feedback
There are a lot of ways for you to collect feedback from users with Userwell. One of the easiest and fastest ways to do so is with the help of feedback pages.
Collecting Feedback From a the Userwell Website
You can create a feedback page by simply providing a page name and a Userwell subdomain where the page can be accessed. Note that the page name and logo can be changed later but the subdomain can only be set once. You can also decide whether this feedback will be available for search results on Google and whether anonymous comments will be allowed.
The feedback page is a great way of getting feedback about your product or service from the general public. Users can post their own feedback or comment and rate feedback posted by others. This page also allows visitors to keep track of any updates related to the feedback they provided. For example, they can see if any of their feature requests is now in planning stage or currently under progress for implementation.
Team members can also post their own feedback by clicking on the Create Feedback button in the Feedback tab from the Userwell project navigation menu. This allows you to easily manage the public and internal team feedback from a central location.
Collecting Feedback Directly From Your App
What if you also want to collect feedback directly from your own app or website besides using Userwell feedback pages? You can easily do that with the help of their JavaScript widget that can be integrated into your existing website or app.
Just click on the Create Widget button under Widgets in navigation menu. You will then be prompted for a name to identify the widget and a list of domains where the widget will be accessible. There are a couple of other options available to control the styling of the widget like its position and theme. Userwell will generate a script for you to add to your website and directly collect user feedback.
You also have the option to import customer feedback from external sources like Zendesk and Freshdesk directly into Userwell.
Analyzing and Sorting User Feedback
Now that we have all our feedback aggregated in a single place, it is time to analyze it properly to figure out what we can do to improve our product.
Any feedback submitted by users can fall under various broad categories. For example, they could be requesting a new feature or asking for some improvement in an existing feature. It is also entirely possible that some of the users might experience a bug in your product or service. Therefore, it makes sense to create some categories in order to classify the aggregated feedback. You can create different categories in Userwell by clicking on Categories tab under Project Settings. This will help you later when classifying the submitted feedback.
Viewers can also post their opinions about all the feedback in form of comments to provide additional details or to ask or answer any follow up questions. They also have the option to vote on different feature requests and bug reports to let you know how many people consider a particular request to be a nice to have feature or something more important and critical.
As developers, we know that sometimes adding a new feature or resolving a bug in our product can take a lot of effort without much impact on the overall user experience. In other cases, the situation might be the exact opposite where a new feature with huge impact can be implemented with relatively low effort. Userwell understands this and gives you the ability to assign impact and effort values to different feedback reports.
These impact-effort reports can be useful when determining if implementing a new feature request is worth it or not. This will help you prioritize all kinds of tasks and improve productivity.
One more important criteria that you might want to take into consideration when trying to figure out which feedback you should prioritize is the amount of revenue generated by different clients who are posting the feedback. The success of your business will ultimately be determined by the profit that your product generates. Userwell has got you covered in this area as well. It can be easily integrated with popular sales tools like Stripe, Profitwell and Salesforce to provide you insights into the sales profiles of different customers.
Implementing Feedback
We can now start working on implementation of different tasks based on our analysis of all the collected user feedback. At this point, you should already have a list of bug reports that you want to resolve or features that you want to implement.
Userwell comes with multiple integrations for tools like GitLab, Jira and Trello. This will help you create a seamless integration between all your feedback reports and these project management tools. Integrating and activating any of these tools should take very little time. I tried activating Trello for my test and it only required a key and a token which were easy to generate.
You will see a Create Trello Task button on each feedback report in the bottom right corner of the page after generating your own key and token. Clicking this button will create a card in Trello with the title and description imported from the feedback report.
Final Thoughts
Userwell is a great product feedback management tool that will help you take the productivity of your team to the next level. It has all the features that you might need in order to collect, analyze and implement user feedback as efficiently as possible.
As you saw in this post, Userwell allows you to collect feedback from all incoming sources into one central place. This helps you avoid any duplication or the possibility of missing out on tracking any important information. You can then categorize and sort different feedback reports using metrics like their impact, effort or monetary value. This will help you in focusing on what is actually important for you and your clients. Finally, Userwell has built-in integrations for popular project management tools to help you move effortlessly from planning to implementation stage of your feedback analysis.
Userwell also offers a free 14 days trial that so that you can test all its features and see if it is the right fit for your product. Consider giving it a try for seamless integration between the collection, analysis and implementation of all your customer feedback.
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