Rafflecopter Error Aw Shucks We Didn t Get Your Entry Plz Try Again

Not long ago I received my start four star chat rating in client support. You come across, that's 4 out five available stars, which is eighty pct satisfaction, which is basically a 'meh' in Rafflecopter's customer support world.

As I watched my perfect score slip betwixt my fingers, I started rehashing the conversation. Where did I go wrong? Did I not employ enough smiley faces? Could I have been a petty more clear in my response? Did they have a high school nemesis named Brittany? I nevertheless don't know the answer, but I do know that those four stars loomed over my head for the next week. Permit'due south face it, I'grand writing about it a month subsequently, so peradventure I'grand still not over it. All I always wanted was to be perfect.

We take customer feedback very seriously at Rafflecopter. It's on the forefront of our minds, and we talk well-nigh the 'pulse' of our customers on a daily basis. Our customers are the first to tell u.s. when we're being awesome, and the first to tell us when we're beingness dumb. Nosotros listen to our customers, and it keeps us in check. Hither is a look at our feedback process and why nosotros retrieve it's essential to our growth.

Collecting Feedback

Bated from the aforementioned conversation rating, we collect feedback through multiple channels depending on the expanse of focus: tickets, emails, in-app letters, etc. Sometimes we do surveys, and sometimes we do personal messages. I'll clue yous in on our bag of tricks.

Client Support

We use surveys to insure we're providing the best customer support possible. These scores are a reflection of the quality of back up we offer, and they keep us motivated to stay on top of it.

Hither is an example of the Typeform survey our customers receive as a link in our signature at the bottom of a support ticket:

We want our service to be fast, effective, and friendly, and so that'southward what we inquire about. We but inquire essential questions to keep the survey as curt as possible. Surveys shouldn't have any longer than a few minutes to consummate, and if they do, yous should offering your customers a freebie (discount lawmaking, free download, etc). Blackmail is where it's at.

While open up-ended questions volition provide you lot with the nigh helpful answers, they crave a flake more endeavour on behalf of the participant so the completion rate isn't quite as high. This is why we provide a quick 5 star rating with the option to elaborate at the bottom. Nigh half of our surveys are star reviews without any comments, which is still helpful in monitoring the general effectiveness of our support.

Product

Every single person on the team is thinking virtually how to improve Rafflecopter, and we often look to our customers for product feedback. Here are a few ways we collect commentary regarding product improvements.

Zendesk: This is where nosotros receive the about feedback about our production and where we tin can get a good understanding of what'southward working for our customers and what'southward not. We use Zendesk to manage client support which allows united states of america to utilise snazzy macros. We create macros whenever we notice ourselves typing out the same answer over and over.

At the stop of the month, we rank the macros and focus on the most used. This helps united states of america identify weak points in the product and where to focus our attention on the next version of Rafflecopter. If we're constantly having to macro "how to update your credit card" then nosotros should probably revise the process on our dashboard.

Personal emails: Speaking directly with customers about our product is easily down the most useful tool for feedback. We conduct monthly case studies where we talk to customers who have had success with our product. They've already done a great job marketing the promotion, and then the conversation is really most our service. This is when they tin can tell us what they loved, and what they wish we offered. They know exactly what they're willing to pay for. They are quality customers with nifty insight, and we love the opportunity to speak with them one on one.

Intercom: This tool allows the states to send out semi-personalized letters that correspond with specific events within an business relationship. For case, we take a survey that goes out to users who have created a paid account within the last 24 hours. Our goal is to find out why they signed up and what they considered when making the conclusion.

Other questions included:

• Did you consider any alternatives to Rafflecopter?
• What made you sign upward for Rafflecopter?
• Which doubts and hesitations did you have earlier signing upward?
• Which questions did you take, but couldn't find the answers to?
• Anything else you would like to tell u.s.a.?

The answers to these questions are helpful when making product and marketing decisions. This is how we notice out what to say and when to say it!

Sifting Through Feedback

Collecting feedback is half the battle. Deciding what to implement is where it gets tricky. As whatsoever researcher knows, people don't always bear the way they say they volition conduct.

You wouldn't propose to someone merely because they said they'd appointment you lot. And then don't build features but because people said they'd apply them.

— Intercom (@intercom) Jan xviii, 2013

While we don't want to disappoint customers, we have to decide what makes sense for the production and our customers at large. As a small team, we have to be selective when implementing product features. Nosotros don't desire to spend a ton of developer time on something that won't add much value or merely a fraction of our customers will use it.

We keep a running list of product feedback on GitHub and everybody on the team has a gamble to make their case virtually why the change should be implemented or why it shouldn't be implemented. Information technology'southward hard non to get lost in the weeds while trying to exist a people pleaser, so having multiple people weigh in on the discussion is helpful.

If customers are begging yous to take their money for a certain feature, you lot should probably consider it. But you tin't lose sight of your brand and your vision for the product.

Executing on Feedback

You gotta go along your priorities straight! Maintaining functionality and security of the electric current site is always going to take precedence over adding new features. Y'all tin't put icing on a cow patty and call information technology a cake! The foundation has to be correct, so our squad prioritizes tasks.

Divide and Conquer

While the technical team focuses on building new features and maintaining a stellar product, the business team focuses on make messaging and production offers. If people still don't empathize our pricing model or how to install the widget, there'south work to exist done! We strive to be the most user-friendly tool on the cyberspace.

The Follow-upwards

When a elevation feature is requested, we add a tag to the customer'due south business relationship in Intercom. When the feature is implemented, the customer is notified. If a customer goes out of their mode to complete a survey or submit a support ticket near how to brand your product better, the least yous can do is notify them of the upgrade! It'south neat for retention and overall customer satisfaction.

Conclusion

We've constitute that information technology pays to listen. Much of our growth tin can be attributed to this principle, and we've spent quite a bit of time refining the procedure around integrating customer feedback into our product. Without our customers, in that location would exist no Rafflecopter.

Have you establish it hard to remainder client feedback with maintaining your product vision? I'd love to hear how you lot do it!

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Source: http://blog.rafflecopter.com/2015/05/customer-feedback/