Acute
Deliver exceptional products by listening to your customers
It took us longer than expected to launch our Intercom integration but we finally did!
https://www.producthunt.com/posts/acute-feedback-for-intercom
Why did we build it?
It was mainly because our users requested it (Thank you!) and because we realised it can also be a distribution channel.
Even if you have a feedback widget, users are used to that personal interaction you get through live chats, and they will choose sending you a message with a feature request.
With the Intercom integration you can thank users for their feedback and push it to Acute, directly from your conversation.
Top companies understand that collecting feedback is a crucial part of growth. Here is how they do it.
Jira
Jira understands that the best feedback is collected when the user has an impulse to provide it.
They have a subtle Give feedback button in the top right corner of their page that triggers a pop-up form. The form asks for specific feedback regarding the current page that you are on and has a checkbox for agreeing to a followup.
This type of feedback collection ensures users that Jira cares about their feedback, are willing to listen and gives them an easy and open channel to do so. This makes Jira's customers feel more connected to the service and company.
Airbnb
Similarly, Airbnb has a subtle Give feedback link in their help section. The link takes you to a feedback form which has two questions: What are you using Airbnb for and What is your feedback about.
By asking users these two questions Airbnb does a great job of putting the customer feedback into context. They can form a customer persona (traveler vs host) and the product they are giving feedback on (web vs mobile app vs messaging).
Slack
Slack has a Help and feedback link in their menu. The link takes you to their help center which prompts you to send them a message or search their help center.
The first header on the page, the question How can we help? shows the user that Slack cares about them and does indeed want to help. The sub header Questions, bug reports, feedback and feature requests - we're here for it all ensures the user there is someone at the end of the line waiting for them.
Evernote
Evernote goes one step ahead and uses a public board for feedback and feature requests.
The transparency that Evernote has, creates a sense of community and makes users attached to the company. Allowing your users to openly post, upvote and interact with each other makes them feel part of your decision making and roadmap. This is super powerful and builds customer loyalty, and makes them advocate for your product.
While there are risks with being so transparent, the benefits will most likely outweigh the negatives.
Dropbox
Similarly, Dropbox users a public board for suggestions and feature requests. The most upvoted ideas rise to the top so Dropbox can easily notice what their customers' biggest needs are.
They also assign statuses to their customers' suggestions so they are always in the loop with what's currently in development, what's coming and what has already been delivered. This shows commitment and accountability to the customers' suggestions.
The downside to their public forum is that you have to register a new account for the forum, even if you are already logged in Dropbox. This adds an extra step users have to take for suggesting a feature. Since the accounts are not synced, Dropbox doesn't have the context of the suggestion like Airbnb does (for example the customer persona behind the feature request and underlying patterns in their feedback).
Salesforce
Salesforce has a subtle Feedback button in the dashboard's header and uses a public board for collecting feature ideas.
They go one step ahead and say that they let their customers shape their roadmap and introduce game-like language calling the selected ideas Winners and ranking them on board.
This makes it fun and exciting for their users not only to shape the service and products but also to see their suggestions win.
You can read the full article here: https://getacute.io/blog/how-top-companies-collect-feedback-and-what-he-can-learn-from-them/
After getting a ton of feedback and pivoting in another direction, I've launched on Product Hunt (again).
I've written an open and sincere comment about why we built this product in the first place despite having so much competition already.
I would really appreciate your honest feedback and constructive criticism.
You can see the post here: https://www.producthunt.com/posts/acute-2
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Upvoted. Good luck Alexandra!
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Thank you so much! 🙂
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very cool, congrats :)
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Thank you! 🙂
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Good luck!
Upvoted and left a comment on PH. :)-
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Thank you so much for the support, Jibran. 🙂
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Hi, looking at your product, I can understand what it does, but as a user I'm not sure what the widget is actually going to look like, as your product imagery looks like wirefame diagrams - unless I've missed something? Do you style the widget yourself or does it come branded?
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That's great feedback. The widget button is present on the landing page. You just have to click the icon on the right side of the page positioned in the middle. https://imgur.com/a/eobYmL4
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Ah ok. So that's where a user would submit a feature request? To be honest for me it's not very clear what that widget is for, as it doesn't have a heading - it has "Requests" selected but it could be more explicit, like even if it said "Provide Product Requests" it would be clearer. Also seeing the product as it looks on the homepage rather than the wireframe type diagrams would help visualise would it's going to do, and incorporate your branding.
Hope that's helpful. Good luck :)
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That's really helpful. I'll try to make the widget and landing page more straightforward and I'll also add an explanation video.
Is the value proposition and the benefits of using the product clear, at least?
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Yes, this line is good I think: "Collect, analyze and prioritize customer feedback." - as it says exactly what you're offering (although as mentioned, I couldn't see what the product looked like from your images). As a suggestion you could add to that line "...with our unobtrusive site widget" (or similar) so I know exactly what your product is and how it will fit in with my product.
Also as a suggestion "Deliver exceptional products" is quite generic - it could be more related to what you're offering. I found this article very helpful for creating a landing page and value proposition content...
https://www.julian.com/guide/growth/landing-pages
In particular for your header/subheader, he says...
"Here's the litmus test for whether your header is sufficiently descriptive: If the visitor reads only this text on your page, will they know exactly what you sell?
The subheader ... must satisfy a related litmus test: If the visitor reads only the subheader, will they know why they should care about what you sell?"
I found this really helpful for getting all the ideas I had in my head into a more structured form and list of values!
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Hey Jamie, thank you for your help and I'm sorry I took so long to respond.
I actually read Julian's guide to growth and I rewrote my copy.
Right now my top pics for the header and subheader are:
v1
Acute helps businesses drive growth through customer feedbackMake it easy for customers to give you feedback, right from inside your website, so you can gain valuable insights to improve your product.
v2
Behind every great product is valuable customer feedbackWith Acute you can collect feedback, gain insights, and prioritise high-impact features.
v3
Collecting and managing feedback shouldn't be this hardUse our in-app widget to collect feedback, our customer data tool to gain context, and our prioritisation system to select high-impact features.
v4
Customers want to leave you feedback. Let themMake it easy for customers to give you feedback, right from inside your website, so you can gain valuable insights to improve your product.
Let me know which one you think highlights the value proposition best, and if there is anything I can improve on.
I really appreciate your help 🙂
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I'm pleased it was useful for you! v1 sounds best to me, although Growth directly related to your product, because it depends what I do with the feedback - Acute helps you understand your users through customer feedback perhaps, as it's more tangible and related to your product
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It took me more than a year to get from an itch, to an actual need, then to execution and finally launch.
After being in closed beta for a while, gathering as much feedback as possible and executing on it, Acute has officially launched!
The service is exclusively free forever for the people that sign up now.
Monetisation will be added shortly.
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Landing page looks good!
I had a quick look inside the app and it seems easy to use & sleek. Good luck!
1 Comment
Amazing! I am wondering how many customers do you have today