Maintaining a balance between keeping your customers happy and avoiding feature creep is the most laborious task while managing your feature requests. I mean, imagine if a customer reaches out to your support team with a feature request and your response to that request is negative; how is it going to impact your product image? Of course, the customer will post an inappropriate comment about the product even after providing good services to them. Now, why would they respond like that?
According to the experts, approximately 64% of the customers provide their opinion in the form of feedback to express themselves about the product. So your role is to hear them out before they sign a petition or fill out a survey against the product.
The success of your product is the replica of the feedback you receive from your customers and the relationship you share with them. Moreover, we all know how critical it is to keep the customers engaged while also making them feel like they are being heard. After thorough research, we have assembled the top 7 best ways to manage and improve your responses to feature requests. Let’s get started!
It is never easy to deal with feature requests, especially when we know what menace they can create. Following are the tips that will help you prevent getting overloaded.
When it comes to organising feature requests, the most crucial element is organisation. If your system is disorganised, it will be challenging to keep track of all the varied ideas and comments you receive from consumers.
Craft, a specialised product management software that centralizes the whole product planning process, is one of the most acceptable methods to achieve this. After that, you may add each feature request to your concept portal and link any applicable ideas to capabilities on the feature list.
If your consumers have an organised manner to contact you, they will feel much more comfortable emailing you their ideas and feature requests. People used to send an email and hope it was received and forwarded to the correct individual.
Product teams may develop a single site where consumers can submit their ideas and requests thanks to the popularity of product management software. For example, Craft’s Idea Portal may be used to gather, categorize, and reply to feature requests. It makes it simple for customers to send requests, and other customers can subsequently give feedback and vote on them.
When a client submits a feature request, some annoying events might occur, such as being ignored or receiving a conventional email in response. Rather than employing automated responses, it is worthwhile to take the opportunity to address them individually.
Customers will be more pleased to use your product if you let them know you are interested in their feedback. It is also crucial to be truthful in your responses. For example, it is pointless to inform consumers that you would examine their request if you do not intend to follow through. Saying it does not fit immediately into your strategy and plan and telling them the path you are heading them in is the best alternative.
It is critical to categorize requests if you are going to handle a significant number of them. It is simple to classify and organise requests and ideas using a platform that has a unique Idea Portal. You may assign each statement a priority rating, such as “critical” or “great to have,” which will help you decide which ones to pursue as actual additions.
Then you will need to prioritise – add the features you want to build to the backlog and rank them in order of importance. Many tools feature list is completely customisable and dynamic, allowing you to add as many custom fields as you want and filter or sort the list based on them.
Always consider the impact of a feature on users when classifying and prioritising it. For example, will it help consumers address an issue they are having now, or will it inspire more people to join up and utilize the product? You should also compare the request to your roadmap’s goals and initiatives. Is it in line with the approach you have devised?
You, as the product manager, get to decide what gets created and what doesn’t. However, you do not have to allow your ego to get in the way. Even if you believe something would be beneficial, it is critical to acquire several perspectives. Before proceeding with development, it is highly recommended to discuss the demands with your coworkers and solicit feedback from other consumers.
If other consumers like the concept, you are on to a winner; but, if most people dislike it, you should consider dropping it and moving on to something different.
Even if you have already provided an initial answer, it is a good practice to keep in touch with your clients and update them on any developments. Update them, for example, if the feature is in the backlog and you plan to build it in the next quarter.
Communication is always beneficial, but it is vital to avoid making any commitments or raising expectations until you are confident enough to satisfy them.
Considering an experienced roadmap tool could be a great communication tool; if you build a visible roadmap, your consumers will see where your product is going.
While it is better not to go too detailed about which features and when they will be ready, you may mention broad objectives and ambitions. This may also encourage consumers to submit more targeted requests that align with your goals rather than a slew of odd suggestions that clog up your inbox.
Over To You
Managing feature requests is an essential aspect of the product management process.
It provides you with a simple approach to make sure you listen to your consumers and genuinely need the things you are developing. This allows you to be more flexible when it comes to product creation. Given above are the seven best valuable tips to manage your feature requests. We hope the article was useful and insightful for you.
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