It can be all too easy to disconnect from customers when you’re working hard on building new product features and fixes. Good solutions, however, require not only a deep understanding of the problem you’re solving, but also an understanding of the users who require the solution.
You need to consider your customers’ goals, frustrations, challenges, workflows, and, of course, why they’re choosing to use your product.
The best solution for your users may well be different than the fix they asked for, but one that better meets their needs. Without fully understanding their real experience with your product, delivering the best solution possible is much harder.
When you have a global customer base with widely differing experiences (many of whom you may never speak to), staying connected like this can be a challenge. This is where tools like Intercom come in: Your customers deliver real, personal feedback to your support or account teams that is then shared across your business in a streamlined way.
Introducing The Intercom Power-Up: Add The Customer Voice To Trello
Many Intercom users employ Trello to manage their roadmaps, so it seemed natural to integrate Intercom’s valuable customer feedback features into Trello, where product decisions are taking place.
The Intercom Power-Up for Trello makes it easy to add context from Intercom to the issues and requests development teams are tracking in Trello. With conversations, users, and companies attached directly to individual cards, your customers will always be represented in the process.
Add customer conversations about specific feature requests or bug issues to relevant Trello cards to help engineers and product teams get more context on the customer goals and frustrations that triggered these requests without the need to leave the tool they’re already using:
Having those conversations on hand within the context of the larger feature request, development history, and other key details makes building customer-focused solutions that much easier.
Use Feedback To Prioritize Fixes And New Features
It can be tricky to prioritize the right features and fixes to focus on, but knowing which customers—and how many—will be impacted is a big help.
You’ll want to understand exactly who is giving the feedback to give you the perspective you need: Is this a new customer or one of your most loyal users? Do they use your product heavily, or just dip in and out? Was the feedback prompted or unsolicited?
These additional layers of detail are vital for determining the weight you give to the feedback and therefore the priority of the request (and whether it should make it onto your roadmap at all!).
Keeping track of the number of specific feature requests and being able to compare this volume to that of other feature requests also helps keep development on the right path. This visibility can prevent your team from prioritizing a feature just because you’ve had a number of urgent requests for it recently.
That urgency can be reviewed with context around whether those requests might be outliers compared to the total number of recent requests. Your team will have a clearer understanding of the whole picture. In fact, they might just discover that building such a feature would be far less impactful than other possible initiatives.
Attach customers and users from Intercom to your Trello cards to make this information easy to see at a glance. You’ll have direct access to Intercom if you need more detail:
In addition to giving you this all-important context, the Power-Up provides a handy list of already-invested users that you can tap into for feedback or beta testing.
Delight Your Customers
Delighting customers and personal communication is key—and what could be more personal than following up on feedback directly from users?
When users request features or alert you to bugs, it's easy to add them to the respective Trello card for said issue. This makes follow-up simple once the feature is live or the bug is fixed. It’s a great way to show your customers that you are listening and value their input:
At Intercom, we believe every business benefits from making it easy for customers to start a conversation with you—whether it’s to receive support, ask a question, or give you feedback. Not only does this improve the customer experience, it also uncovers a treasure trove of rich insights that can benefit every part of your business.
Anyone can turn on the Intercom Power-Up, so what are you waiting for? Enable the power of Intercom and Trello together.
If you want to experience how Intercom can help your business, we’re offering 50% off for the first 3 months to new customers. Simply get started with a trial and connect the Intercom Power-Up to your Trello team board and we’ll send you a coupon code. Happy connecting!
Good or bad, we’d love to hear your thoughts. Find us on Twitter (@trello)!