April 23, 2019

How are you getting feedback from your users?

What tool(s) are you using to get feedback from your users/customers right now?

I'm building an app and I'm trying to find a solution that is inexpensive/free, but allows the app users to give me feedback in the form of text or images. I can build it all out, but am leaning towards using another service. The app is in early beta so no paying customers yet, hence the inexpensive piece.

Thanks!

#ask-ih

  1. 6

    I am still at an early stage and only have few customers. So I mail them directly. One of them just replied this week and to my surprise, he came up with a lot of feature suggestions.

    I think during the early stage, talking to them one by one helps a lot. You are getting to know them better than could by a simple survey.

    1. 1

      That's a fair point. With my early users/customers, I'll know most of them personally already. So I figured having an easy, "in app" way to get in touch made sense, but this is useful context because I'll, hopefully, grow to more users than my personal circle and need to develop those relationships. thanks!

  2. 3

    Three things:

    • A Drift widget. I don't trigger any sounds, popups or anything. It is has been very effective and pretty happy with it regarding feedback.

    • Just email. People will mail you and it is a pretty good way to get in depth information.

    • I've made a Github repo and project board to function as a roadmap. Customers can add feature requests to it and it already working. Customers are also updated automatically when there feature is moved to a new stage etc.

    https://github.com/checkly/product-roadmap/issues

    1. 1

      Interesting. I ended up implementing something really rudimentary through my own database and it pushes to slack. I didn't push directly to my GH project because I want to be able to do that deliberately myself.

      Right now it's only available in the mobile app. For exceptions I am using Sentry which should help connect between what the user is doing and what happened when they run into an issue.

      But, the way I implemented it should allow me to do feedback surveys like NPS or others without much effort. We'll see how long this implementation last though. :)

  3. 3

    Just using a Google Form at the moment. It's not the best, but it's free.

    1. 1

      And usehighlight.com to prompt the user.

  4. 3

    My users usually just email me. It’s definitely not the best method, since there’s significantly more friction to writing an email vs simply clicking a happy/unhappy button on a web page, for example. But if you care about quality and not quantity of feedback, emails are perhaps the most thoughtful, sincere, and personal of all forms.

    If you’re looking for a feedback forum sort of tool, the one I’m using is UserReport (here in action). It’s ugly, but it’s free — and nothing tops free for a bootstrapped indie 😁. On the other side of the spectrum there’s Canny — gorgeous but pricey (they do some discounts for IHs though). And also there are lots of tools in-between, usually at about $10/mo.

    I also see lots of folks using live chat widgets on their sites, provided by Intercom and alike (that button in the bottom right corner of nearly every landing page). Personally not a fan of those, yet that’s a prominent trend one can’t ignore.

    1. 1

      Yea, I hear you regarding the chat widgets- drives me nuts and pushes me away from the site. I feel like I'm just going to be inundated with more popups when I see that kind of thing. But, I don't blame people for dropping those kinds of things into their sites.

      Thanks for the notes on those tools. UserReport looks interesting and has an API available that I might be able to push data directly to. That may be a good enough middle-ground for me and allows me to keep the LnF of my app consistent.

      1. 1

        One thing with the chat widgets/buttons. You can build them into your UI and disable the pop-ups too. That is what I am going to try out first with Crisp.chat on my app. Like this: https://trello-attachments.s3.amazonaws.com/5c0e777717c21952b75524d7/5c1ef49d57f2c428963b347b/0cd50f58e2c929645472de470463ac5b/image.png

        1. 1

          Yea. I'm going to need to integrate something into the web side, but I built something by hand for the meantime.

          The app I'm building is in Flutter and there just wasn't much built in for that which allowed me to customize the experience. It ended up taking an hour or two to implement something rudimentary, but I've been able to integrate it into slack and get feedback from users pretty regularly with screenshots.

          Thanks for replying. I'll take a look at this with the web side when I have more time for it.

  5. 2

    It really depends on what you need, I really like nolt.io for upvoting features and find out what your users want you to build. My product Dislack.com is an all in one form builder and backend that you can use to create forms for product feedback, feature requests, experience surveys, etc. We offer both a zero code form building option and for those who need to build something more custom we have endpoints that connect to a pre-built database. Our pricing plans are pretty affordable and we integrate with most applications and services.

    Let me know if you have any questions.

  6. 2

    I just added this feature on my own, see how it works here:

    https://twitter.com/CaravelStudio/status/1120502791645147136

    It's probably not as fancy as third-party solutions but I'm very satisfied with it. So far, haha :)

    1. 1

      Yea. I feel like I could build it out too since I don't need anything terribly fancy, but I don't really want to have to maintain that in addition to all the other code. Maybe I'm just being lazy. :)

  7. 2

    For https://plausible.io I just have a feedback page where they can type in whatever and it sends an email to me.

    I also send out a survey based on this article: https://firstround.com/review/how-superhuman-built-an-engine-to-find-product-market-fit/

    I send the survey invitation by email 30 days after signup, given they've successfully onboarded.

    1. 1

      For a feedback form widget you can also use doorbell.io or mare.io

    2. 1

      Gotcha. That's handy. Do you just track it through email right now or are you storing the results in a database tied to separate surveys/feedback?

      1. 1

        The survey is in Typeform so they keep track of them for me.

  8. 1

    Hey Nick,

    I'm building Survais (https://www.survais.com) and am in need of some early adopters. I would love for you to check it out.

    Could be what you need, no worries if not of course!

    Let me know if you want to try it out I can sort you out with upgrades and what not.

    Cheers, Shane

  9. 1

    https://howuku.com provides a quick way to integrate feedback widget for websites.

    1. 2

      Another similar one: https://askuser.xyz/

      EDIT: @donalddng I didn't realize you are the maker of Howuku. It looks like a nice and promising service!

      1. 1

        Thanks for the kind words and link @Jereze. 🙌