ReadyTalk

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Where did my feedback go?

Posted by Paul Carollo on
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call us with feedback

ReadyTalk is constantly looking for feedback. We ask customers and participants for feature requests, we send  customer surveys, we ask customers to participate in usability testing sessions and we share wire frames and our roadmap… we do all of this because our customers are the most valuable source of information we have at ReadyTalk. You know things we don’t because you use our products in ways we haven’t thought of yet. So, you may ask… where does all my feedback go?

Usability Testing

Frequently ReadyTalk will reach out to customers who may be interested in certain features, or fit a certain use case to test out proposed features. Usability testing puts you (the customer) through scripted scenarios and then tests your ability to navigate the user interface. We watch for confusion, stray mouse clicks, and we ask you to be as verbose as possible as you navigate the user interface. All of this feedback is logged by scribes during the meeting, and those notes are used to draw themes on the proposed improvements.  This feedback is extremely important as it validates our ideas, shows areas of weakness, and uncovers ways for the user interface to become more intuitive.

Value Innovations

Value Innovations has been an extremely important process at ReadyTalk for further understanding two of our key customers: The Marketing User and the Collaboration User. The feedback we’ve obtained from Value Innovations Contextual Interviewing process is key for future development as it uncovers our most important customer's unmet and unarticulated needs. Learn more about the Contextual Interviewing Process at ReadyTalk.

Feature Requests

Any time you give any type of feedback to ReadyTalk it ends up in our CRM solution tracked as a feature request. All in all we’ve got over 200 feature request categories which we use to run monthly and feature specific reports. This feedback influences many things from roadmap discussions and business cases, to mining for new ideas and innovations. This feedback also serves as a reminder to contact you when we actually build that feature you've been asking for.

These are some of the major ways we gather your feedback, interested in giving any feedback of your own? Contact our 24/7 live customer care team at 800.843.9166. You can also share it below.

 

Paul was formerly an Account Executive at ReadyTalk gaining valuable experience with competitors and the state of the web and audio conferencing industry. Currently in his role as Product Marketing Manager, he is in charge of the competitive landscape, on-demand audio products, and the web meeting interface. Paul loves the outdoors, his pup Huck, his wife Jess, and getting to the ski slopes as much as possible.

 


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