When users submit new ideas via the Portal, they don’t always provide enough information to understand their idea/request. How do you handle these insights? Do you ever reach out to the user (via email) to gather more information?
I’ve been considering developing an internal process for this, but I am usually not involved with customer communications. I would at least need a template for the email and we’d need to include something in our use-facing documentation so users expect this and aren’t taken by surprise… right?
I’d love to know how others handle this and if it’s worth the effort. Please share!