How to Collect Feedback & Track Feature Requests in Intercom?

Intercom supplies a complete buyer communication platform that helps firms construct higher relationships with their prospects by accumulating suggestions and have requests through Inbox and Messenger.

The suggestions and have requests obtained from prospects via Intercom would assist inform your product selections, be extra customer-centric, and perceive how your prospects use your merchandise at a deeper stage, paving the best way for customer-led progress.

You positively don’t need to lose this chance to make use of helpful suggestions to enhance the product. This requires a devoted system to gather and handle suggestions that helps your prospects really feel heard and concerned.

Qualities of a Good Characteristic Request Monitoring System:

Easy and Simple to Use

Easy to know and simple to make use of. It must also be straightforward to replace and preserve and supply a transparent overview of the standing of any given request. The method must also be versatile sufficient to work nicely with the group’s tradition, dimension, and scope of labor. Show you how to handle the requests by organizing them, categorizing them, and prioritizing them.

Helps collaboration between Workforce and Prospects

Permit for straightforward collaboration with different staff members. A system that’s simply accessible and visual to the entire firm. One which encourages collaboration between prospects and teammates to create a greater understanding of buyer wants and staff limitations.

Helps Systematic Categorization and Segmentation

The Intercom integration ought to robotically sync person and firm information and attributes out of your Intercom workspace, that are used to phase and prioritize suggestions out of your most dear prospects. It ought to make it doable for the person to see all the suggestions collected in a single place and their standing. The person must also have the ability to filter by totally different standards comparable to date, precedence, standing, or sort and select duplicate requests.

Closes the Suggestions Loop

The method must also present transparency to stakeholders in regards to the standing of a mission or concept. A great characteristic request course of ought to have the ability to talk with customers about their requests by way of electronic mail notifications, Slack messages, or another acceptable channels. It must also present how most of the requested options are already in growth, which is able to assist customers perceive the progress that’s being made.

The best way to Acquire Suggestions and Characteristic Requests in Intercom:

  • Utilizing Intercom tagging and stories but it surely lacks important options for suggestions monitoring and requires exporting of suggestions for administration.
  • Utilizing generic instruments like Spreadsheets or Trello, however they don’t have any Intercom Integration, do not help segmentation and shutting the suggestions loop.
  • Utilizing a devoted suggestions administration device with a deep Intercom Integration like Rapidr.

Rapidr’s deep Intercom Integration makes it straightforward to your product and buyer help groups to trace incoming suggestions proper on Intercom. You’ll:

  • Observe buyer suggestions and have requests whereas conversing with the shoppers in Intercom Inbox.
  • Seize the votes of consumers requesting suggestions requests already current immediately in Inbox to keep away from duplication.
  • Obtain person suggestions requests through Intercom Messenger immediately in your suggestions boards in Rapidr.
  • Insert related data as playing cards whereas replying in Intercom conversations, together with the suggestions title and a hyperlink to the total suggestions publish on the Rapidr dashboard.
  • Rapidr robotically detects your buyer’s particulars and hyperlinks them to your suggestions in Rapidr dashboard, enhancing your suggestions administration course of.
  • Prioritize and analyze suggestions to see what’s most impactful to tell product selections in Rapidr.
  • Present the characteristic growth progress through Public Roadmap in Rapidr.

As soon as carried out, inform your prospects in regards to the launch of requested options through Launch Notes in Rapidr.

Seize Consumer Suggestions with out leaving Intercom Inbox

Allow your staff members to seize suggestions or monitor prospects’ curiosity in any current suggestions by including Rapidr to your Intercom Inbox. Choose any dialog inside Intercom Inbox, and hit “Customise” so as to add “Rapidr” from the menu.
Intercom Inbox

Rapidr in Intercom Inbox lets your staff members: create suggestions on behalf of the client and monitor their vote on any current suggestions.

Here is the way it all ties collectively:

  • Seek for current suggestions with a number of key phrases. We attempt to fetch essentially the most related suggestions to your search question.
  • Alongside suggestions, Rapidr reveals a number of crucial data just like the standing like “In Progress” and # of votes obtained so you’ll be able to talk that with the client. For the reason that suggestions supplied is already current within the system, you’ll be able to click on on the checklist merchandise (suggestions), and their vote might be captured.
  • When nothing matches your search outcome, you’ll be able to create new suggestions on behalf of the client.

Obtain Consumer Suggestions through Intercom Messenger

Let customers provide you with suggestions immediately from Messenger Dwelling by including the Rapidr app. As soon as carried out, you’ll be able to let your customers recommend concepts and ship characteristic requests immediately from Messenger. It’s one of many best and most handy methods to seize suggestions, and it takes the burden away out of your help reps.
Intercom Messenger

Every time a buyer opens the Intercom Messenger, Rapidr will immediate your customers if they’ve a characteristic request or suggestions to share. In the event that they do, they’ll immediately share what’s on their minds by clicking a button.

Insert Related Info in Intercom Conversations

Your help staff can insert related data as playing cards within the conversations when replying with Rapidr. For instance, “Your suggestions has been tracked” or “Your vote has been added,” together with the suggestions title and a hyperlink to the total publish on the Rapidr dashboard. This permits your buyer to click on by way of to the Rapidr portal and skim feedback or browse associated suggestions.

You may instantly discover the person interface is nearly similar to the Inbox app. The one distinction between them is that if you create suggestions or monitor a vote right here, we’ll create a dialog card and insert it into your present reply.

As a rule of thumb: Use the “insert into Dialog” characteristic if you need to ship the Rapidr app to your buyer to assist them click on by way of and work together with the suggestions portal. And the Inbox app when you do not prefer to ship them any additional information or don’t desire them to know what suggestions administration software program you are utilizing.

Establish High Suggestions for Product Enchancment with Rapidr

To allow your customers or staff members to ship suggestions to Rapidr, you could have no less than one suggestions board created in your Rapidr account. Boards make it easier to categorize and manage suggestions and gather suggestions through Intercom and thru widgets, Slack and so forth.
Feefback captured via Intercom

Use votes and feedback inside a suggestions board to prioritize options and make feedback-driven selections. Rank feature requests and duties primarily based on impression to focus solely on important concepts. Preserve a transparent overview of suggestions that issues.

Prioritize and Showcase progress with Product Roadmap

Rapidr helps you create a Public Roadmap. When paired with the prevailing suggestions boards, this roadmap helps you by displaying the progress and route of product growth to your prospects.

This roadmap additionally helps you talk your priorities over broad timeframes emphasizing on the near-term, together with assessing new suggestions requests for performance towards deliberate work.

Product Roadmap

Preserve Prospects Engaged with Product Updates & Launch Notes

Release Notes is the simplest strategy to maintain your prospects or prospects within the learn about what’s new along with your product. Mechanically replace customers and different stakeholders, don’t go away them questioning what’s come of their suggestions.

The ultimate step to closing the suggestions loop, talk and maintain prospects within the loop as their suggestions strikes by way of the product growth course of.

Release Notes

By no means lose sight of frequent characteristic requests, concepts, and ache factors out of your Intercom conversations with Rapidr. Simply see what issues to your prospects and why and inform your product selections with all context at hand.

Handle your entire suggestions lifecycle –– Product Ideation, Characteristic Prioritization, Public Roadmap, Product Technique, Releases –– in a single place. Higher visibility and administration of suggestions to your customers and teammates. See why main product groups select Rapidr with Intercom as their device of alternative for suggestions administration.

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