Users feedback recollection is a great strategy to find out what to do next in your product; basically because if we focus on building features that our users are asking for or the bugs that they are reporting, the chance to target the product and make it useful to our users is bigger.
In one of the teams I worked for in the past years we adopted an interesting strategy for this end. This is what we did.
Google Form setup
As we provided support for several services, we created a form so that our users could choose a product they wanted support for. This wasn’t a complex form, just something like “What service are you using?” “What kind of support do you want? a) b) or c)” etc.
This was easy, and maybe the best part of it. Just copied the Google Forms URL and distributed it all over our forums, documentation and so.
As the time was running, we started receiving responses from our users. In the beginning, it was awesome to see how the form’s spreadsheet was populated by responses and we had a lot of information to analyze.
I think this was the harder part. We ended with a giant spreadsheet fulfilled with a lot of responses, colors, filters and so. I was not the product manager, and, to be honest, didn’t want to be.
Even when it was difficult to work with that amount of data, the strategy did the work. We found a way to organize the customers’ feedback and analyze the data. Of course, at that moment we would love a tool to make that process easier.
The Regos way
Sometime later, inspired by that experience, we decided to build Votes for Confluence Cloud, a flexible and useful add-on that allows Confluence teams to set up forms for internal or external usage.
There are several ways to use the add-on, inside Regos we use it for internal polls and for recollecting customer’s feedback. We often share a link to the form and just wait for customers to submit their responses. Once a new response is submitted, the support team is notified about it so that they can follow up case by case.
For us, the advantages of using the add-on are:
- Easy management and visibility. Since this is inside Confluence, the information is available for everyone.
- Form sharing. As I said before, this is the best part; just to copy a link and distribute it is very comfortable.
- Real-time updates. Either if we are using viewing the Confluence page or checking out the email, we are always notified once a new response is submitted.
The future for customers support
As a team using our own add-on, we are constantly looking for new ways to improve what we can do with our tools (always taking in count our customers’ feedback). For future releases, Votes for Confluence Cloud will be powered-up with a Jira integration that will complete the workflow between Confluence and Jira for customers support.
Regos Dev Studio is a product development company that builds add-ons for Jira, Confluence and LiveChat, combined with development of custom solutions in a variety of languages. Don’t forget to check out our website, visit our Atlassian marketplace listing and our apps for LiveChat.