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Any good tools out there for keeping track of user feedback?

3 years ago from

I'm in a relatively early startup and we're collecting a lot of user feedback through a bunch of different channels (intercom, email, store reviews, user testing,...) and are using that to drive our product decisions. We're still at the stage where we're evolving pretty fast, so we're relying on this all the time.

We're talking to users all day every day, so we've developed a decent gut feeling for what the biggest pain points are, and make decisions based on this. Our updates and changes are generally very well received and our AB tests confirm they are performing as we intended.

Regardless I still feel like we're missing something: some tool that allows us to store and tag every piece of valuable feedback we get. Whenever I start designing a new feature, it would be insanely useful if I could quickly look into all the relevant bits of feedback we received over time and get a quick idea of the spectrum of use cases to cover and which ones are most recurring. This would be more reliable than just gut feeling, and also help every department in the company understand that we're solving user problems and not just building features.

Ideally, the tool would integrate with those different feedback channels so we can save and tag feedback with just a few clicks.

Is anyone facing the same problem or using a tool that solves this issue?

Cheers

2 comments

  • Jess EddyJess Eddy, 3 years ago

    Definitely a common issue!

    I'd encourage you to think about user feedback in themes with regards to how it applies to the product. Since user feedback is tightly integrated with a roadmap, you might want to check out some of the road mapping apps to see if they can accommodate your needs.

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    • Pol Kuijken, 3 years ago

      Hi Jess, thanks for that.

      Fair point about user feedback heavily tying in with product roadmap. This is how we're currently handling things. When users bring up issues, we create a task for it (e.g. "Pricing table unclear") and add a link to the conversation. As more similar issues pop up we put them in the same task and update the task description as our idea of the problem evolves.

      It works, but it still feels like we're shoehorning userfeedback collection into a roadmap/task tool, whereas we'd prefer something that works the other way.

      Thanks a lot for those links, I'll give them all a try!

      0 points