#Needs more info how to

Interestingly, Automattic does not use a formal tone or style guide. MailChimp has a style guide for writing content such as their blog posts and knowledge base articles: Related Post: Who Should Be Accountable for Customer Feedback Loops?īuffer uses a tone guide for communicating with their customers. Regardless of the feedback, it makes sense to thank the customer for the time they took to share their thoughts with you.Īccording to Dave Chapman of Buffer, “Our customer knows what will help them best, and a feature request helps us stay in tune with what people want, need and expect from Buffer.” Hence, gratitude is the first thing they express when they receive feature requests. Instead of hiding the truth from your customers to look good, customers will appreciate transparency more.

#Needs more info how to

Be open and honestīefore we decide how to respond, it’s important that we have the right mindset. In fact, these principles can be applied to almost all conversations with customers and not only with those who give feature requests.

So how should we go about communicating with these customers? Overarching principles for communicating with customersįirst, let’s look at some overarching principles for responding to feedback. The research by InMoment found that consumers “want brands to let them know how they plan to use their feedback, whether or not it was helpful, and what changes it inspired.”Ĭustomers expected companies to respond to them. They want to know what difference they can make. This helps strengthen customer loyalty.Ĭustomers don’t just want to be heard by companies. Importance of communicating with these customersīy responding to customers’ feedback and feature requests, we show that we are listening to them and that we value them as our customers. However, this has only happened through responding, engaging and acting upon the great feedback we’ve received from our customers. The feedback from our own customer community forum has had a huge impact on how our product has developed. There are many benefits to listening to customers’ feedback, particularly gaining customer insight and learning how to improve your product. A research by InMoment’s market insights team found that when asked why they give feedback, four in five consumers stated that they enjoy offering feedback and making a difference. These customers feel that they are a part of the company and want to help it become better and succeed. More specifically, they do so to let companies know where they were doing poorly (57%) or well (49%). Discover Kayako Single View Why do they give feedback?īefore we dive into how to communicate with these customers, let’s take a look at why they would spend their valuable time offering us their feedback.Īccording to a whitepaper by TFM&A Insights, most customers give feedback because they want to express their opinion (64%). Regardless of the situation, how we communicate with customers who give feedback is very important.Īre you ready to deliver Friction-Free Customer Service? Capture your customer’s entire journey in a way a support ticket or traditional help desk never could. Replying to these requests are more tricky as we have to tell the customer that they won’t get what they want while trying not to disappoint them. However, in most cases we won’t be planning on building those features, or at least not any time soon.

It might be easier to reply the customer in this scenario, and let them know the feature is on its way. In some cases, we might already be building the feature.

The “bad” satisfaction tickets might be because we’re responding to feature requests in the wrong manner. Many of us have experienced similar situations before. However, the satisfaction survey comes back as bad, with a comment about the product, not the service. Support politely tells them that it can’t be done while still providing top quality service. Picture this scenario: A customer requests a feature. Do you notice that you get many “bad” satisfaction tickets when customers are requesting product changes or new features?