Introducing User Identification To Userback

We’re really excited to announce that User Identification is now available in Userback!

It’s a great way to tie feedback, feature requests, and bug reports back to your users and to group them based on who they are and what they’ve done in your application.

See how it works 👀👇

Keep reading for a more in-depth look at what’s new.

What is user identification?

When receiving feedback from your software users, it's really important to know who it's from.

Whilst you can collect an email address and other details in the feedback form, this just adds extra steps for your users and completely misses the other user data that exists in your web application.

Userback’s new user identification features solve this by allowing you to automatically pass the user data from your web application through to Userback.

It’s really easy to set up and it provides a seamless experience for your users so you can get the best feedback possible.

How does user identification work?

To start identifying users in Userback, all you need to do is send us your user details via our JavaScript API. See how to set this up in our help article.

You can send us over whatever properties you want to better understand your users and it will all show in Userback.

1Userback.identify(123456,{
2    name : Nathan Peck,
3    email : npeck@gmail.com,
4    plan: "Pro",
5    account_id: 67823946
6});

After you start identifying users, you’ll see their additional properties in the User Data area of their feedback. To filter on other feedback with the same property, simply click the property in the User Data area.

You can view the user’s details and see their recent feedback, average rating, plus all the properties that you’ve passed through to Userback. Importantly, you can also delete user information as required.

We’ve also added a new chart in the Overview page to show you the top users who have given you feedback.

If you’ve connected Userback with Slack or Teams, you can also choose whether you want to include the user data in your notification messages. For all other integrations, user data is included by default.

What is user identification best for?

If you’re already using Userback to collect feedback in your web application, you’ll definitely want to check out the new user identification features. Let’s take a quick look at some of the best use cases for how user identification can help you.

1. Better understand your users

When one of your users gives you feedback, you naturally want to know who they are. Not just their name and email. You want to know all of their important attributes. Are they a trial customer? What plan are they on? How often do they login to your application?

All of this information adds context to your user’s feedback and ensures that you can provide them the best experience. By passing this user data through to Userback, not only will you be able to better understand each user’s feedback, but you will also be able to filter on the other feedback you have from users who share the same properties. For example, you can filter on feedback received by your trial accounts to help you understand the onboarding gaps in your product. Or filter on the feature requests from your most valuable customers so you can prioritize these on your product roadmap.

2. Make better product decisions

As any product manager will tell you, not all user feedback is created equal. Feedback comes in all shapes and sizes and it can be quite challenging to know what to prioritize. That’s why it helps to group user feedback by who has given it and what they’ve done in your application.

For example, when you group feature requests by the types of customers you have you can identify the gaps that exist in your product based on how different types of customers use it. Similarly, if you notice that bugs are being reported by a specific type of user you can better understand their customer impact and prioritize bug fixes accordingly.

3. Save time by connecting your tools

Chances are that you have user data stored in multiple tools. Apart from your own application, you’ve probably got user data in your CRM and customer support systems as well. Whilst it’s great when your users give you feedback, it can also be time-consuming to get the full picture because sometimes their feedback relates to support tickets and other interactions that exist in other tools.

User identification with Userback offers a great time-saving workaround though. To connect your user’s feedback with their profiles in other tools all you need to do is pass the URL of their profile as a property in Userback. That way, when a user gives you feedback you can simply click the relevant property in their User Data and have their profile open in a new tab in your browser.

Start identifying your users

To start capturing user data in your account, simply update your Userback widget code as outlined in this help article.

Please note that user identification is available to customers on our Growth, Company and Premium plans. We hope you love the new user identification features and we’re really excited for you to check them out.

Not yet a Userback customer? No worries. Get started with a free account and start collecting user feedback in your web application today!

Try it!

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