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!
I’m going to have to 100% agree with
@scott.baldwin on this one.
Seeking clarity is never a bad idea, especially in the situations where you’ve come up with a few potential solutions but need someone to “scope the funnel” so that you’re appropriately targeting the right pain points. From the general product manager/maker perspective, asking for a quick 15-30 minute discussion and giving them access to your Calendly is going to show that you value their perspective and genuinely care about their pain point that you both want to solve. 😊
From the Productboard-perspective, Scott nailed it across the board. Making sure that your portal cards are well-defined and have a strong prompt/call-to-action about specific feedback can really form that “funnel” without much effort from you or your team members.
And look at that… Scott even gave you a straightforward template. That’s pretty much streamlined from end-to-end. You can’t go wrong with any of the advice, but wanted to echo my support as well.
Big thanks to both of you,
@scott.baldwin and @david.morgan! I will definitely be moving forward with your suggestions.