Introducing Client Roles - New Feature

Userback is always evolving. No software product is ever perfect - there are always ways to improve to help end users have a better experience and achieve more effective outcomes. We have built evolution and renewal into our culture at Userback and we are always on the lookout for new features and improvements that will make life just that little bit easier for our clients.

This week, we have an exciting new feature to announce. Like many of our new features, this is built directly as a result of client feedback. We are introducing Client Roles to the Userback platform, and we've explained in detail below how this came about, and the specific aspects of our solution.

The Problem

Previously, Userback was not particularly user-friendly for the clients of agencies using the platform. A very common use-case of Userback is for an agency to set up our product on a website in progress and request that their client provides feedback. However, clients, upon making that feedback, had no real way to track progress on that feedback.

We did have an existing solution that just wasn’t working out as well as it could. Clients could tick the “Receive Updates” checkbox when they made their feedback. If they did, they would receive email notifications when new comments are added to the workflow of that particular piece of feedback. The disadvantage to this system is that all updates on feedback would be email notifications. There was no real centralised place for the client to look at all the feedback they had made, analyse any comments at once and track progress.

Many of our agency, designer and developer clients had developed a couple of workarounds to address this problem. The first workaround was simple copying and pasting the URL of each piece of feedback and sending it across to the client.

The second workaround is somewhat more similar to our ultimate solution. Agencies would invite the clients to use their Userback account as an account user. This would allow the client to log in to Userback and view all feedback. However, this method has its drawbacks, as all account users have capabilities that a client simply doesn’t need, such as assigning feedback, changing the feedback status, etc.

The Solution

We had a couple of clients contact us with the above problem and quickly realised that it would definitely require a feature change to address it. New features are a big part of Userback, so we set about the process of speaking with the clients who requested a change and getting a good idea of exactly what the solution should look like.

Now, with the feature finished, tested and released, it's time to outline what it looks like.

Client Roles

Organisations and people that use Userback, such as agencies, developers and designers often need feedback from clients. This is far more easily managed when the clients also have access to Userback.

Now, rather than just adding clients as ordinary Userback users, you can create a specific client role for them. This allows clients to log in, see all of the feedback they have previously made, and collaborate with other account users. Some of the features available to client roles include replying to comments, asking for more changes, etc.

Clients will no longer need to rely on the "Receive Updates" checkbox to stay in the loop. Clients will be able to adjust how they want to receive notifications from the project. Options include being notified when new comments are added, when a status is changed, when feedback is marked resolved, etc.

This addresses the existing issue of adding clients as regular users with full access to all project settings. Moving forward, specifically assigned client roles will allow agencies, designers, developers and other Userback users to more closely collaborate with their clients.

Tell Us!

If you have any recommendations that might improve Userback, or you want something else out of the tool, please tell us! We have made a broad suite of changes to Userback since its inception, with many of those changes driven by direct feedback from our customers.

We want you (and your clients) to have the best possible experience using our software, and we want to ensure you get real value out of it. Features that genuinely deliver on the problems that users face, and solve pain points easily and quickly, are exactly the type of thing we need in Userback. If you have any feedback for us, send it through!

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