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    2. Do you actively seek feedback from your users/customers?

    Do you actively seek feedback from your users/customers?

    Paulina Hryniewicz
    4 replies
    If so, what's the most important channel to get direct feedback from people who use your product or service?

    Replies

    Ekateryna Sakharova
    Yes, we value feedback from our users as it helps us to improve our products and services. Our main channel for receiving feedback is through Intercom conversation ratings and surveys. This system not only enables us to capture detailed user experiences but also establishes a direct line of communication between us and our users. In addition, we monitor social media and use Hubspot surveys to gather broader user sentiment, which helps us identify common trends and areas that require attention. However, we find that Intercom conversation ratings/surveys are the most effective method for us to address our users' issues and successes in detail.
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    Paulina Hryniewicz
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    @ekateryna_sakharova How would you like having one place where all your customer feedback goes to automatically and gets categorized and analyzed for you? So that you get user insights served on a silver platter - ready to act on. Be sure to check out our upcoming launch of Insights Hub - you can connect your Intercom chats as well!
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    Natalia Toth
    Yes, as a young product, we love hearing back from our users. Together with the Designer, we hold 2-3 interviews and user tests per week and encourage people to share their thoughts with us via email. We also recently launched an NPS survey, but the response rate has been rather low. I'd say, the best way to get feedback is to talk to a person via video call.
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    Paulina Hryniewicz
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    @natalia_toth Hey, our new tool - Insights Hub - can help you out. You can upload your interviews and they'll be automatically analyzed, and all user insights will be extracted in seconds :) Plus, you can ask your personal Insights Assistant any question and get responses based on the feedback you have. Other sources of feedback you can connect include: app store reviews, support chats, online reviews, etc. :)
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