Often clients who come to your support via chat, have many problems, which, as it seems, can be resolved by creating a specific feature. How do we acknowledge the needs of our clients, collect user feedback and reconcile feature requests with the bigger picture of product development?
To answer these questions I talked to Agata Rogińska, our Support Team Lead We’d like to share with you our process of collecting feedback via LiveChat and managing this info in our company.
For collecting feature requests, we created a tool that allows us to write down feedback from our customers directly in LiveChat app. It’s called “piesek” (”doggie”) . It is a custom form, in which we can write down the specifics of the case; customer details, feature request, but also use case with the description of a problem.
It is especially important in the process of analyzing the request. When our UX researchers analyze the requests later, they look for emerging patterns, repetitive problems, and similar use cases. When, based on collected info, they are able to propose a certain solution, they discuss it with the Head of Product.
Because LiveChat is now a well-developed tool, the decisive process of putting a feature on our roadmap isn’t easy. The Head of LiveChat, who is responsible for it, has to take multiple factors into consideration while doing so; business value, cost of implementation, etc.
In HelpDesk, which is a younger app with fewer people involved in its development, it’s easier to implement a change. For example, one of our latest features, Merging tickets, was suggested by our customers and was introduced in a relatively short time.
When receiving a feature request, we first try to find a way to solve the problem that the client has with tools that we already have. We focus more on creating the actual solution to the problem than just thinking about new features. Designing them takes time, and customers’ problems don’t like to wait.
Because we focus more on creating a solution that will serve most of our clients, usually our features don’t come to life exactly as customers asked. Sometimes, when it’s a little improvement, like extending the time period presented on heatmaps (coming soon!), it may come out exactly as requested, but most often we take it as one of the factors contributing to the general direction of the app development.
We’d also want to give you a simple solution to collect customer feedback via LiveChat just as we do with our internal “doggie”.
A similar effect can be achieved by linking Google Sheets with LiveChat via Zapier. It will allow you to collect feature requests from your clients directly in LiveChat app!
At first, set a trigger in Zapier at the moment when the chat is finished.
Then, set a condition using “filter” action, so it will be performed only if the chat will be tagged with feature request tag.
Finally, set creating spreadsheet row as performed action when conditions are met.
This way Zapier will collect chats which you will tag as feature requests in a single Google Spreadsheet!