My take on a product feedback tool - capture insights not numbers
Hey IH!
This is my journey of how I started building UserVitals
I have been working on a product feedback tool based on my learnings as a product manager.
But I had feedback from all over the place. Sales calls, demos, customer tickets, and stand-alone emails to me personally as well. When I started out, I was maintaining a mental list of this feedback and it was small enough to just implement it in a week or two.
But then it grew and the requests got bigger, and I starting tagging my tickets and emails with a particular system to organize them.
Eventually, I felt like a central system was what I needed. I did my market research and existing tools don't adapt well enough to the existing workflow I had. Where the customer conversations were already happening.
Exiting tools also play a huge emphasis on just upvotes.
For me, this was quite a strange thing because I always felt the actual quotes and insights directly from the customer were where the gems were. If someone asks for a slack app for your SaaS, naturally you would ask - what should it do? what features it should have? You start to think about an MVP for that feature. But what is useful about letting people upvote that feature? Each person has different opinions or similar, and normally you would do customer discovery before implementing a feature
I built UserVitals to solve these problems.
- Collect customer use cases and insights from customers.
- Customer feedback is more than just a number, so it's important to capture the essence of their request.
- The context of the request was important. The tool is not re-inventing chat tools or email, I wanted to integrate with these tools and have the source directly linked to each insight. (we have a chrome extension, slack app, intercom app, and more on the way!)
- Showing feedback requests in the context of who the customer is, and being able to see if they are currently in a trial, free plan, or a paid customer. See details like LTV etc.
There are lots of great ideas like these in UserVitals and if you are currently a product owner, and what I have said resonates with you - please get on our waitlist!
It's completely free during early access.
