As you probably know, customer satisfaction is a key pillar of any successful business, and there’s no better way to keep customers happy than to ensure their voices are heard. This is why a reliable customer feedback software is an indispensable tool in letting customers seamlessly provide feedback and valuable insights. Businesses-wise, the data gathered helps you to understand and prioritize customer issues, make informed strategies for improvement, and increase operational efficiency as you grow your product. This results in the golden rule of product development: Save time and money while keeping your customers happy.
The benefits of customer feedback management software being a part of your tech stack are huge. From increased retention and a competitive edge, to yielding more positive reviews, customer feedback software can be the catalyst in building brand trust, loyalty, and community-driven growth.
What Is Customer/User Feedback Software?
At its core, a customer feedback management system is a platform that builds a bond between a businesses and their customers. It does this by providing a direct and easy-to-use space for customers to share feedback, ideas, and insights. Engaging customers in the feedback process gives them a sense of connection and value that is vital in today’s highly competitive and customer-centric landscape.
On the business side, product managers gather the most accurate, up-to-date customer feedback related to their product from those actively using it. Furthermore, a proper customer feedback platform provides a cohesive and centralized place to view, organize, and analyze the feedback. The streamlined nature of customer feedback software gives product managers the power to prioritize in the most efficient way possible, ensuring the biggest problems or best ideas are always addressed first. In short, you’ll always know what to work on next, and can eliminate the dreaded “analysis paralysis” plaguing many businesses.
The ability to prioritize feedback based on actual demand is worth its weight in, well, any crypto-currency of your choosing. Combining this with access to real-time customer feedback that will uncover pain points on a per-feature basis, and you’ve got yourself a powerful tool critical for any product manager’s arsenal.
Why It Should Be Part of Your Tech Stack?
The facts speak for themselves when it comes to why customer feedback management software should be an integral part of your tech stack: Businesses that use customer feedback tools have increased customer satisfaction and retention rates exponentially more than those that don’t. However, there are many reasons it’s essential for your tech stack, so let’s dive into this a bit.
Customer Satisfaction and Retention
Customer feedback software is a powerful force that drives customer satisfaction and retention. It’s no secret that treating customer feedback and time seriously has a direct correlation to increased satisfaction, retention, and overall experience. In a recent article, Forbes states that almost 70% of adult consumers say that brands that genuinely value their time is the most important factor in a positive customer experience.
This is where customer feedback tools shine. Collecting, engaging, and acting upon feedback also plays a major role in fixing problems and making improvements before customers walk away in frustration. Customers who feel they are being listened to will keep coming back, and they’ll even spread the word about their experience with your product. That, my friends, is a recipe for success, and it’s a recipe that a solid customer feedback management solution will have in spades.
Decision Making
Making the right decisions can be the difference between success and failure. Rather than relying on assumptions, customer feedback software empowers product managers to make decisions based on concrete user data. That means decisions are made with your customers backing you up, confirming that you’re taking the right direction in all aspects of a product’s growth, such as:
- Which features to work on next.
- Addressing bugs you may have missed.
- Properly interfacing with customer concerns.
- Reducing tech support inquiries.
- Saving time and cost on development fees.
Operational Efficiency
The amount of time and money spent on analyzing customer feedback, prioritizing customer issues, and identifying pain points is a huge burden on any business. However, customer feedback software is the perfect antidote for this problem. It does so by:
- Centralizing the collection of customer feedback. No more random emails!
- Streamlining business-consumer engagement into a single channel.
- Quickly identifying and prioritizing customer issues based on urgency, merit, and demand.
- Reducing time wasted on implementing features that customers don’t want.
- Cutting down on the number of unnecessary or repetitive customer inquiries.
- Helping product teams identify customer pain points.
As a result, product teams can allocate resources in a far more targeted manner, while simultaneously getting the job done faster. It’s all wins.
Pain Points
It can be tricky for any business to identify every issue that exists. However, customer feedback platforms provide a place where customers can help identify problems that may otherwise go undetected. Product managers can then use the feedback to assist them in resolving targeted issues that are negatively affecting customers.
Competitive Advantage
Globalization and tech advancements mean that the business ecosystem has never been more competitive or customer-centric. Therefore, even a slight edge can have huge consequences. Making customer feedback software a part of your tech stack will provide a massive competitive advantage over businesses that don’t adopt this innovative, customer-focused technology.
Engagement
Business-consumer engagement is a crucial element for building lasting connections. Customer feedback management tools excel at making consumers and, more importantly, their time feel valued. Additionally, the ability to analyze feedback in real-time gives product managers the power to quickly react to negative experiences and tech support inquiries.
How PathPro Can Fit Into Your Product Development Process
Pathpro customer feedback management software is uniquely geared towards community-driven product development. It can integrate seamlessly into the product development process and comes loaded with features that give it a major advantage over other platforms. Features like this:
Feature Voting
PathPro’s cutting-edge software incorporates feature voting, a super-useful tool that lets product managers confirm the validity of new ideas via community voting before putting them into development.
For consumers, feature voting keeps them engaged in the development process, strengthening brand loyalty and increasing positive product reviews. For product managers, it provides a clear, data-driven path to prioritize what ideas are added to the development pipeline. All this while saving tons of time and money on development, and ensuring time isn’t wasted working on features your customers don’t actually want.
Roadmaps
Roadmaps are another highly effective feature of PathPro’s customer feedback management software. Showcasing upcoming features submitted by a product’s actual customers into timeline-based product roadmaps, which translates to increased transparency, reduced tech support inquiries, and an engaged community. PathPro lets product developers showcase interactive roadmaps both publicly (visible to customers on a public website) or privately (visible only to one’s internal team). This all means getting tasks completed, keeping team members organized, and letting customers know what to expect, and when.
Interactive public roadmaps are great for keeping customers in the loop, which ensures they are informed and engaged at all stages of development. What’s more, public roadmaps will help reduce the number of support inquiries your team has to respond to, boosting productivity across the board. Meanwhile, private road maps help product teams stay ultra-organized and efficient. Check out some of the key benefits of PathPro’s Roadmaps feature right here.
A Collaborative Environment
PathPro customer feedback software was designed to build and promote a collaborative ecosystem between businesses and customers. Its customer-centric design brings customers into the product development process, giving them a sense of value that elevates your brand from rivals.
Powerful Analytics
PathPro is fitted with top-of-the-line data analytics, enabling product managers to eliminate guesswork and focus on only the most important ideas and issues. It allows for the collection and analysis of feedback in a centralized hub with a cache of specialized tools at your disposal. So, product teams will be better positioned to make the right call for future development, while gaining valuable insight on their customer’s overall engagement levels.
Project Management Tools
Internal project management tools are another stand-out feature of the PathPro platform. These tools are invaluable for product teams to manage and coordinate development tasks, giving your team a decisive edge over competitors from an operational efficiency standpoint.
Release Notes and Version History
Customers stay completely informed of every release via PathPro’s Interactive Release notes feature. In the realm of development transparency, this means customers will have an ongoing archive of every step taken along a product’s growth journey.
Conclusion
For any modern tech stack, customer feedback tools are essential. By collecting real-time customer insights, businesses remain customer-focused and embrace a development philosophy built upon actual customer demand. Transparent and direct communication between consumers and product teams is critical in building a sense of community and brand loyalty. It also ensures that your product will thrive, with the glowing reviews echoing endlessly from the buzz created by a business’s stellar customer support.
For product managers, customer feedback software provides the tools needed to make data-driven decisions to make improvements in all facets of the business, reducing churn. It also greatly streamlines workflows by allowing product teams to easily identify high-priority issues, significantly driving up productivity. For these reasons, it’s imperative that a proper feedback collection tool is implemented.
And hey, we’re just gonna say it: PathPro represents the best in this game-changing software. So, contact us today and start reaping the benefits It’s time to forge a new path!.
Resources
https://pathpro.co/feature-voting/
https://pathpro.co/public-roadmaps/
https://www.gsb.stanford.edu/insights/leveraging-customer-feedback-competitive-advantage
https://pathpro.co/questions-about-pathpro-product-management-tools/
