One of 15Five’s core values is to keep things simple. “We believe that there is often a simpler way to doing almost anything,” says Priscilla Zorrilla, Customer Success Manager at the company.
That belief is central to 15Five’s business: Their product helps managers manage their relationships with employees through surveys, 1-on-1s, peer recognition and feedback in a simple weekly check-in.
I take every single piece of feedback and put it in ProdPad. When I say I’m going to share something with the product team, that’s me putting it into ProdPad. Every customer I talk to does have a voice.
Customer feedback has always been at the center of product decisions at 15Five. But with ProdPad, Priscilla is now able to track what’s on the roadmap, communicate what ideas are being considered and being developed at the company.
She’s also able to track which customers wrote in with a particular request and let them know when they’ve solved that problem.
Here’s how Priscilla stays on top of what’s coming down the pipeline at her company.
Tag and organize customer feedback
Priscilla collects customer feedback in ProdPad, where she groups similar feedback and requests using tags.
This gives her a running list of everyone who has expressed a certain problem.
“I take every single piece of feedback and put it in ProdPad. When I say I’m going to share something with the product team, that’s me putting it into ProdPad. Every customer I talk to does have a voice,” she says.
That’s no exaggeration. The product team dives into these customer comments to help them understand customer problems. Customer feedback in ProdPad is where the product discussion starts.
Share product roadmap updates with customers
The 15Five co-founders get together in a room once a week to comb through customer feedback. They use ProdPad to pull out the insights they need as they decide what to prioritize next:
- What are clients with the most seats saying?
- What are the things we’re hearing the most?
- What’s the breakdown of feedback by user type?
Priscilla keeps up with their product decisions in ProdPad, where she can see what feedback is being carried over to the product roadmap.
“It gives me insight into what’s actually making its way from the feedback to the roadmap. Plus, it saves everybody time because I’m just getting that information there.”
Knowing what’s on the roadmap helps her be clear and honest with customers about what they can expect from the company.
“Customers look forward to calls with me because I’m informed about what’s going on. It builds credibility every time I’m able to come to the table and tell them what we have planned next,” she adds.
Having access to the company’s roadmap also gives her an opportunity to reach out proactively to customers. When she sees an idea moving forward, she already knows who cares the most about it: the customers who submitted feedback about it.
She reaches out to those customers and let them know they’re working on a solution.
“It’s so cool to tell a customer that something they shared with us is something we’re building now. They get to feel like they’re shaping the platform, and they pretty much are!”
Customer Success Manager