![]() When a feature request comes in, we start with this question - where does it fit in Basecamp the product?įrom that answer, there’s three general paths forward for that request: Here’s how we handle feature requests at Basecamp right now. That’s the version I want to share with you today. It slows things down at best and at worst, leaves the product team without anything to go on. That means the product team has to dig through those tagged emails and hope to see any usable information from the customers in those tag emails. And our support team couldn’t really put together a story from those tagged emails. “ But how is that helpful information? Just the raw data doesn’t really help. Feature request for the message board? Tag it.īut now what? You can go to the product team and say “We’ve seen a 5% increase in customers requesting a grid calendar. Once the company gets bigger though, that approach doesn’t work as well.Īs Basecamp the company grew, and our support team grew, we tried tagging all of those feature request emails. Everyone is pitching in to answer customer emails so you’re bouncing into that support queue often. When you’re a company with a few people in it, it works. If it’s really worth remembering, they’ll remind you until you can’t forget. Don’t worry about tracking and saving each request that comes in. Those are the only ones you need to remember. “It sounds blasphemous but the ones that are important will keep bubbling up anyway. ![]() Do you track every single one? Are you only focused on some subset?Īnd most importantly - how do you turn a customer email into something usable for your product teams? That’s the end goal - something usable by others in the company.Įarly in our days at Basecamp, we would literally “read them, throw them away, and forget them”. Our support team sees a dozen or so feature requests every day.ĭeciding how to handle feature requests like this one is tough. Our app doesn’t have this feature and they would like it to be added. The “email forwards” section is really cumbersome on large scope client projects where we have lots of balls in the air at once. It would be wonderful if there was a way to tag/assign forwarded emails to specific task lists within client projects. A few months ago, I got this email from a customer:
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