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Aug 27, 2019 11:07:23

Canny Best Practices: Using Canny publicly

by @hum | 428 words | 189🔥 | 272💌

Sarah Hum

Current day streak: 189🔥
Total posts: 272💌
Total words: 130993 (523 pages 📄)

Continuing our series on Canny use cases. Check out the other ones:

Canny Best Practices: Using Canny privately

Canny Best Practices: Using Canny internally

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Most teams using Canny are collecting feedback publicly from their customers. 

When your company is small, a simple spreadsheet might be enough to keep track of feedback. As your company grows, it becomes harder to use the feedback to improve your product. The feedback gets lost, the spreadsheet becomes outdated, and you no longer have a source of truth for customer feedback.

Ahrefs, a Canny customer, has a rapidly growing customer base with constant incoming feedback:

“I know if we stopped using Canny today, tracking feature requests would be a disaster.”
– Tim Soulo, CMO at Ahrefs

We've designed Canny to help teams like Ahrefs to collect feedback at scale with minimal effort. We want Canny to be your home for customer feedback. 

Our goal is to get you as much feedback as possible in an organized way. That way, you can use the data to make informed product decisions. Your customers will also appreciate being involved in building your roadmap.

Setting Canny up is easy and you'll be well on your way to organized feedback.

Collecting feedback

When you create your account, you automatically get a Canny subdomain (e.g. appy.canny.io). The easiest thing you can do is link to that page within your product. We've written more about asking for feedback within your product.

We strongly believe that feedback is only useful if you know who it's coming from. The best way to do that is by identifying your customers. That way, people won't have to create an account to give feedback. Someone technical should be able to set it up in 15 minutes. Here are the instructions.

That's all it takes! Your customers should now be able to find your feedback link when they need it.

You can also supplement with our vote on behalf feature. If your team talks directly to customers (live chat, sales calls, etc.), this is a great way to capture feedback from those chats. We have Intercom and Zendesk integrations to make that even easier. This ensures that no feedback is falling through the cracks. 

Over time, Canny should grow into your single source of truth for customer feedback. You’ll be able to see the top requested features and make product decisions informed by feedback. You’ll also have a handy list of people you can reach out to personally with further questions.

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