How can you get customer feedback on software updates without overwhelming them?

Nowadays, people want fast and free ways to choose how they give feedback. Sending emails or using pop-ups and self-service options can be very helpful. However, the most important aspect is the response, whether their feedback is being listened to or not.

Choosing the right feedback channel for software updates is crucial. Factors like urgency, frequency, and user response rate must be considered. Tailor requests based on user behavior and preferences, timing them appropriately to avoid disruption. Incentives can boost participation, while transparency builds trust. Continuously monitor feedback channels to refine product offerings and enhance user satisfaction.y carefully navigating feedback channels, software companies can gather valuable insights from users while ensuring they aren't overwhelmed. This strategic approach fosters collaboration, driving both product innovation and customer satisfaction.

Software updates can be challenging task for vendor and also for customer. So the best way is to have direct communication with client - let Key Account Manager to get first feedback from SPoC. This is were all hard work and giving attention to details pays off. If KAM did job correctly and on time, vendor will know very soon and with high confidence if everything went well or will be given a precise information what is not so good. If vendor doesn't have KAM, then they can dedicate one person to "mimic" KAM - usually those roles are PMs, lead consultant, scrum master or, on rare occasions, lead developer.

Shared slack channels have been a revolution for customer communications. Companies like Thena are making this a manageable, scalable process so you can open direct lines of communication and offer updates to verified contacts within your customer organizations.

Segmenting your customer base to identify which groups are most relevant for the specific updates. This allows for more targeted, personalized communication that respects the user's time and relevance to their needs. Implementing a multi-channel strategy that utilizes email, in-app notifications, and brief surveys like NPS(Net Promoter Score) can cater to different user preferences, ensuring you're not relying on a single method that might become intrusive. The survey should be short and focused to emphasize how their input directly contributes to improving the product. Also, sharing how feedback has been implemented in past updates can also encourage more users to engage in a collaborative relationship between your team and your customers.

Segmenting your customers allows you to target feedback requests more effectively. By identifying early adopters, power users, and loyal fans, you can gather detailed insights on new features. Conversely, reaching out to casual users, new customers, or detractors for general feedback helps gauge overall satisfaction and usability. This tailored approach maximizes the relevance of feedback requests, fostering meaningful engagement and improving product outcomes.

Respecto a B2B, las empresas han de segmentar a sus Clientes por importancia de facturación actual y potencial. Siguiendo la Ley de Pareto, probablemente el 20% de los Clientes harán el 80% de la facturación.

Timing your feedback requests is essential for maximizing engagement and quality responses. Avoid asking too soon or too late, as it can impact response effectiveness. Similarly, finding the balance between frequency and sporadic requests is crucial for maintaining positive customer relationships. Tailor feedback timing to key moments in the customer journey, such as immediately after installation, after feature usage, or at specific intervals. This strategic approach ensures that feedback is solicited at the most opportune moments, enhancing both user experience and product development

Debido a mi orientación total a Clientes, durante el proceso de ventas informaría la importancia del feedback de nuestros Cliente en cuanto a las actualizaciones, porque puede afectar a su satisfacción, lo que nos adaptamos a preguntarle según su disponibilidad, en tiempo (de forma mensual, bimensual, etc.), en qué momento (X semanas después de la actualización) y forma (email, teléfono, etc.) y teniendo a su disposición un canal para que informe de forma proactiva cualquier insatisfacción o propuesta de mejora. En el momento de la firma de cada contrato, pediría al Cliente que nos indicara por email sus preferencias, dejándole claro la flexibilidad para adaptarnos en el futuro si desea cambios al respecto y las registraría en el sistema.

Simplify feedback forms to enhance customer participation and insight quality. Avoid complexity by focusing on clear, concise questions tailored to your objectives and customer needs. Utilize open-ended queries for qualitative insights and closed-ended questions for quantitative data, ensuring a balanced approach. By designing forms with simplicity in mind, you increase the likelihood of valuable feedback while respecting customers' time and attention.

Incentivizing customers is a powerful strategy for eliciting valuable feedback on software updates. By offering incentives such as discounts, free trials, premium features, or gift cards, you not only encourage customers to share their opinions but also foster loyalty and satisfaction. Choose incentives that resonate with your audience and align with your product and update. This approach not only increases engagement but also generates positive word-of-mouth, driving further customer participation and enhancing overall product experience.