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May 02, 2019 15:07:19

Using Canny Privately

by @hum | 234 words | 188🔥 | 271💌

Sarah Hum

Current day streak: 188🔥
Total posts: 271💌
Total words: 130734 (522 pages 📄)

Many teams on Canny opt not to use it publicly with their customers. Instead, they use it as a tool to empower customer-facing teammates. This is a completely viable way of using Canny. Many larger businesses with extensive support teams prefer this approach.

Using Canny privately means that customers don't interact with Canny directly. Support teams are able to track the feedback they get through support channels like Intercom and Zendesk. We also have feature that allows you to vote on behalf of a customer. This is great to keep track of feedback from sales calls, user research sessions, etc. The goal is to get all feedback privately stored in Canny.

If you haven't decided how you want to use Canny, here are some pros and cons of using Canny privately.

Pros

Avoid user errors or bad content

Customers are unpredictable and are free to post anything to your Canny boards. While we haven't seen this as an issue for B2B businesses, some problems may arise. For example, a customer might post harsh feedback from a bad experience. That feedback might not be something you want out in the open.

TIP: Admins can edit posts and comments if rewording is necessary.

Do not expose third party tool

This is mostly a brand decision. Some teams prefer not to expose third party tools to their customers. 


… to be continued.

Originally published at canny.io

From Sarah Hum's collection:

  • 1

    @hum just wonder will Canny provide API for integration in future ?

    Knight avatar Knight | May 03, 2019 06:33:02
  • 1

    @hum - I'm enjoying learning more about Canny.

    Brian Ball avatar Brian Ball | May 02, 2019 07:17:55
    • 1

      @brianball Thanks for reading Brian 😊

      Sarah Hum avatar Sarah Hum | May 03, 2019 16:43:14
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