You love the idea of having a suggestion board. But you need to encourage customers (or your team) to use it.

They need to add a suggestion when they are experiencing a problem. So make this as easy as possible.

Make sure you have links to your suggestion board in as many useful places as possible:

  • On a mobile app add a ‘Send your suggestions’ link immediately above your ‘Contact Support’ link
  • On desktop apps add a ‘Suggest an Improvement’ link on your Help menu, immediately above ‘Report an Issue’
  • On your website’s support page include a link to your suggestion board

We recommend placing a link to your suggestion board immediately next to and before your customer support link.

Why?

Our customers find that placing their feedback link before their support link reduces support tickets. Many customers who would have written to support with their suggestion now add the suggestion directly.

Result!

> We’ve found that placing our feedback link above our support link turns into less tickets in our help desk. We have reduced (almost to zero) suggestion tickets in our help desk. This is better for our customers and, of course, for us.
Underdog Coders

Redirect suggestions from other support channels

You probably already receive suggestions from your customers through different support channels such as social media, email, and your help desk.

We recommend responding to these with a canned response. Here’s a snippet we’ve used with success:

> Thanks for the suggestion. You should add this suggestion to https://yourproductpage.featureupvote.com/. This allows other users the chance to comment on it and vote it up.

When you send your customers to your suggestion board they discover that you are actively engaging with customer suggestions.

They may find that their suggestion has already been added so they can upvote it.

They’ll also notice that other customers’ suggestions have been marked as ‘done’ which makes them feel like you care about developing your product.

Much better than customers just sending an email to support and having no idea about whether you’ll act on their suggestion outside a polite ‘thanks for your suggestion’ reply.

Ask your customers directly

Use your existing promotion channels:

  • Post a request for suggestions on your social media channels, such as Facebook, and Twitter and post it regularly
  • In your email newsletter inform your customers that you’ve got an easy way for them to suggest and upvote improvements to your product
  • If your product has a trial period, send an automated email at the end of the trial period. This email should inform would-be customers that you want feedback. Here is some text we’ve used: “If {product name} hasn’t met your expectations over the last 30 days, here is your chance to tell us why. We’d love to hear your feedback so that we can continue improving {product name}.

General tips

Here are three important points to remember when seeking feedback:

  • Asking once is usually not enough. You need to frequently remind customers that you are open to suggestions for improvements. This will increase the likelihood of catching a customer at the time they want to give feedback.
  • Asking via one channel is usually not enough. Different people consume content in different ways. Using a number of channels means you’ll capture the attention of more customers.
  • Make it easy for customers to give feedback at the time it comes to their mind. Customers shouldn’t have to search for ways to offer feedback.
Last modified: 2018/12/12

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