I am trying to find innovate ways of improving the process of gathering feedback from our customers. Working for a customer facing product, I experienced a hard, mostly manual labor of gathering feedback. For instance, we have our internal OCV tool where some customers leave the feedback directly there. Great! Now, some of them are sending emails; some are leaving the feedback on social media posts, like fb, twitter, instagram, linkedin etc. including DMs. For these we have to manually go over them, and track them either using the OCV tool, or a classic excell or any other tracking platform. Then creating items for engineering. There is also the feedback button inside apps which can be integrated with these tools. At my previous job, which was a startup, the process was even harder since most of the feedback was either from telegram groups (each country had their own telegram groups, so multiple languages) or from social media or from DMs directly from customers. We also sent regularly feedback forms but people were ignoring them, very few completed them. That was extremely time consuming since I had to go over each of them, find duplicates, track, prioritize, and assign them to engineers. So my question is how do others do these things? Have are you doing this in your team or company? Is it manual for you as well? Blind tax: TC: 250k
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