How Userback uses website feedback in our saas company

Here at Userback, we believe in using the best tools for the job. So when it comes to managing feedback from our web app and website, naturally we use Userback! 😉

After all, we built Userback to help software teams build better products through visual feedback. So it makes sense that we use our own website feedback tool to help us improve Userback for you - our customers.

So in this article, we’re going to share how we use Userback to work more efficiently as a team, provide super-fast customer support, and to ultimately create better software.

But before we go any further, if you’re new to Userback then I encourage you to first check out this short product demo. It’s a great introduction to the tool and you’ll see how easy it is to set up Userback for the use cases that we discuss below.

Ok, let's go!

Web Application Feedback

Projects are an ideal way for software companies to separate feedback from different environments. At Userback, we have 2 projects that capture feedback from our web application. One for the live environment, and the other for staging.

🚀 Project: Userback Application
  • Collecting feedback and feature requests from our users
  • Managing customer support and replying to questions
  • Reporting bugs and other issues experienced in the app
  • Internal feedback on UI/UX designs and other ideas related to the live application

This is the project we use to collect feedback from our users. So if you were to submit feedback from inside your Userback account, this is where it goes.

To trigger the feedback widget, we use our JavaScript API to bind it to a button in our help menu. This keeps our UI clean and combines similar actions like Help, Feedback, and Contact Us. We also use the API to automatically append our user’s meta-data like Account ID and Customer Type which adds context to their feedback and helps us prioritize it.

We also use this project for internal feedback from the Userback team. So if one of us has an idea, feature request, or general feedback, as long as it relates to our live application, this is where it goes. This makes life easier for our product manager as it keeps all the feedback related to our application together in the same place.

We also categorize feedback in this project as either Ideas, Improvements, or Bugs. This helps our team to manage all the feedback and not feel swamped with different types of feedback that might not specifically relate to their role.

Tip: If you have teammates who give you feedback on your web application, be sure to show them Userback’s browser extension. It’s the fastest and easiest way for them to report feedback from anywhere.

In addition to feature requests, and general feedback from our users, this project is also used for bug reporting. So if a user encounters a bug in Userback (which to be honest doesn’t happen very often), then they simply report the issue via our feedback widget with annotated screenshots and video. It’s rare that we need to go back to users and ask them for more information because the bug report contains all the information we need to identify the issue and replicate it. What’s really cool is that a lot of our users report issues with a video recording, so we can easily see for ourselves what the problem is.

Notifications

Each of our team members uses email notifications differently. Our developers only like to get notified when feedback is assigned to them. Whereas our support team has all notifications turned on so that they never miss a thing. Personally, I have all notifications for this project turned off as I prefer to use the Slack integration instead.

Integrations

This Userback project is connected to a dedicated Slack channel and notifications are sent for when new feedback is created, assigned, status updated, and a new comment is added. We use Slack internally for our team conversations, so by connecting this project to Slack, it allows our team to easily stay on top of our user’s feedback.

This project is also integrated with Jira, but we only send new feedback from Userback to Jira manually if it’s a task for our developers. For example, if we receive feedback from our app which is actually a bug report, we review it in Userback first and then push it through to Jira only if we need to get our developers involved.

🚀 Project: Userback Application (Staging)
  • Internal feedback on things that we’re working on in the staging environment
  • User acceptance testing (UAT) for new features

This project is dedicated exclusively for feedback that we collect in our app’s staging environment. So when we’re working on new features and product updates, all the feedback from the Userback team gets captured here. The main benefit of keeping feedback from our live app separate to staging is that it means we never confuse customer feedback (which is high-priority) with internal feedback (which is lower-priority).

Notifications

Because this project is exclusively for internal users, we actually have all notifications turned off. This way we don’t clutter our teammates' inboxes with emails that might distract them from other things that they’re working on.

Integrations

This project is connected with a dedicated Slack channel that only our product team has access to. Again, this is to minimize distractions for other team members

Website Feedback

🚀 Project: Userback Website
  • General feedback from our website visitors
  • Internal feedback on changes we make to our website
  • Requests from our team to update content on our website
  • Internal feedback on the design assets related to our website

You may have noticed that we have a feedback button on our website. This is really important for us because it allows anyone to try our feedback widget before creating a Userback account. But a lot of website visitors also use it to contact us, ask questions, and give us general feedback on our website.

It’s also really helpful for our marketing team who use it to request updates and changes to our website. For example, as a fast-growing saas company, we regularly release new features to our application. So our website is constantly being updated with new product images and feature descriptions and most of those changes get requested using the feedback widget.

In this project, we also use the Designs feature a lot as a way to get internal feedback on design concepts, images, and other creative assets that relate to our website. For example, when we created Userback’s feature overview video, we uploaded the draft version into this project and collaborated over our feedback, before finalising it and adding it to our website.

Notifications

Because this project is used to capture feedback from customers, website visitors, and internal team members, we have all the notifications turned on by default. This ensures our customer support team are notified of new feedback and able to reply as soon as possible.

Integrations

Similar to the other projects above, this project is also connected to a dedicated Slack channel. One of the reasons we have this project connected to Slack is because it allows us to quickly resolve feedback and assign issues on the fly.

General Projects
  • Capturing ideas from around the web
  • Internal collaboration on digital content such as marketing emails

For saas companies, Userback is an extremely valuable website feedback tool. As we’ve mentioned above, it’s a powerful and efficient way to capture feedback from websites and applications. But that’s not all it does! At its core, Userback is an easy way to capture visual feedback from any web page. Because we live and breathe visual feedback, we actually use our feedback tool to capture and collaborate on feedback from all around the web.

If we see something that inspires us on the web, like a really cool web page, and we want to share it with the team, we’ll use our browser extension to capture the page, add some notes and then share it with our team. It’s a really efficient way to share ideas with the team and store them for future reference. You can read more about this use case over here if you’re interested.

Our marketing team also uses this project to collaborate on digital content that they’re working on. For example, if they want to get feedback on an email they’re working on, they simply upload it to this project using the Designs feature and then share it within their team for feedback.

Notifications

Even though all Userback team members have been invited to this project, it’s mostly used by our marketing team. By default, the notifications are turned off and it’s up to each person to decide which notifications they want to receive.

Integrations

The feedback in this project is managed exclusively in Userback, so we don’t have it connected to any integrations.

How do you manage feedback?

We love hearing how customers use Userback and hopefully this article has given you ideas on how to manage feedback for your own website and application. If you’d like to learn more about any of the use cases discussed above, please feel free to get in touch.

Not yet a Userback customer? No worries. Get started with a free account and start collecting visual website feedback today!

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