How to Document Product Feedback
Introduction
As Support Engineers, we have the most interaction of any department with our customers. Because of that, it is important that we properly document the feedback customers give us about their experiences and expectations for our product. This feedback is often referred to as voice of the customer information. We want to make sure we are making note of this feedback so that we can easily bubble it up to other teams as needed.
Procedures
Pylon is our primary communication tool with customers and it is what we will use to document product feedback (voice of the customer) information. When you are handling an issue in Pylon that contains product feedback, here is how you should fill out certain fields in the Issue Details section:
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Select “Product” and “Voice of Customer” from the Ticket Topic dropdown
- If the feedback is related to a certain feature, i.e. the quality of transcription for a certain language, select the appropriate feature(s) as well
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Select “Feedback” from the Ticket Type dropdown
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Thank the customer for the feedback, let them know you will share it with the team, and then close the issue once you have handled any other questions or issues they might have
Note: if the feedback is positive you might also consider sharing it in the #wall-of-love channel for additional visibility and celebration amongst the team
Resources
Voice of the customer definition (Wikipedia)