We've written some very popular posts on our blog about how best to get quality customer feedback about your product. We've hand-picked these to get you started:
Product feedback you should ignore. One of the issues you face as your startup grows and starts to gain traction is that suddenly everyone has opinions about your product. You will drown in them. But where do they come from, and which can you safely ignore?
Getting insight into your userbase. There are 3 types of data that every Product Manager or application owner should have easy access to: User Activity, Product Usage, and Revenue.
5 mistakes we all make with product feedback. It rarely makes sense to take feedback from all users and it never makes sense to get it all at once.
3 rules for customer feedback. Gathering useful, timely feedback from customers can be a long process. Intercom makes it faster and easier than ever before but just because it's now easy to ask it doesn't mean it's a good idea to waste your customers' time. Answering a question well is always tougher than asking it.
The blind product manager. Ask any product manager and they will tell you that seeing and talking to their users is critical to success. Yet few walk the walk and in effect, they are flying blind.
Asking customers what you want to hear. There is nothing more insightful than learning how to improve your business directly from your customers. The challenge is asking the right questions.
The right type of customer conversations. Conversations with customers are valuable, but they have to be the right type of conversations – not merely questions about forgotten passwords and the like. They have to add value, for you, and them.
Analyzing abandonment in your product. Conversion rates and usage patterns will cause you many a sleepless night. Your team deploys a new feature or flow, posts the announcement, then sits back and waits for glory. Instead, you get nothing.
Conversations with your customers. You can't force a relationship with a customer without being pushy, awkward, or intrusive. So how is it done?
Harnessing user research with Intercom. It's a given developers know their products better than their users but this can lead to a gulf in understanding between them. Listening to user feedback and watching their behaviour in your app will ensure you spot problems and can quickly solve them.
Design principles: in-app messages. We recently released the second generation of a core Intercom feature, in-app messages. Redesigning a core-feature is always high risk, high reward. You have to be careful.