Introducing In-App Community Feedback
November 4, 2020

Introducing In-App Community Feedback

by Claire George

The best feedback is direct. Immediate and unfiltered reactions can help you understand exactly what people are experiencing. The problem is typically only a small subset of customers ever share their thoughts with you. And the feedback you do get is often shared in quick bursts with no way for you to interact in real time with the person. So we created multiple ways to learn from your community and engage in conversations. We introduced the concept of empathy sessions last week and now we want to share another innovative approach.

Collect live feedback while customers are actively using your product — so you can better empathize with what they need and why.

This functionality is included in our recently launched product, Aha! Ideas. This new product comes with two plan options — Ideas Essential and Ideas Advanced. In-app community feedback is included as part of the advanced functionality. (If you are already using Aha! Roadmaps and would like to try in-app feedback, email us at support@aha.io.)

Customizable widgets provide a central place for your community to interact with you and with one another. This social approach to feedback leads to ongoing dialogue, which helps you develop a deeper understanding. To learn more about developing greater empathy and to see the first major demo of Aha! Ideas, join our live product event on November 11 with Aha! co-founder and CEO Brian de Haaff.

To get started, you first need to install a code snippet in your web application. The necessary code snippet is provided in your account for quick configuration, but you will likely need to have a developer help with this step. Once added, you have the flexibility to configure feedback widgets for any page of your application from within Aha! — with no additional work from your engineering team.

Now let's take a look at how you can gather valuable insights from right within your application:

Identify key locations

Determine an area or set of locations in your application where you want to better understand the customer experience. Then create your in-app feedback widget. The widget builder will guide you through the steps — from choosing a theme color to match your brand to adding the URL of the page where you want it to display. You can add as many feedback widgets to your application as you need. For example, configure a widget for a feature you are beta testing. Then add another to your billing page to see if prospective customers are getting the answers they need.

See a live preview of your widget to confirm how it will appear to your users.

Interact with your community

Engage with customers and moderate the conversation. Reply to customers to ask follow-up questions and get to the heart of their experience. Other customers can respond to messages as well — in a thread or with emojis.

To encourage conversation, participants can see replies from both Aha! administrators and other participants.

To encourage conversation, participants can see replies from both Aha! administrators and other participants.

Share key insights

Take action on your new insights. Review the conversation and star important messages. You can even convert the most valuable messages to ideas — so you can quickly make iterative improvements. Document other important findings in the insights tab to provide a clear summary of what you learned. This will give you and the entire team a record of what was discovered for future reference.

Link messages from in-app feedback to existing ideas to group similar feedback.

Take the next step in your innovation efforts — facilitate conversations and understand your customers' needs on their own terms.

Engage in a new way and ask customers to share their candid thoughts — even when they are difficult to hear. Take the opportunity to dig deeper and understand the heart of the customer. When you lead with this mindset you can make meaningful changes and deliver solutions that people love.

Sign up for a free trial — engage your community

This functionality is included in our recently-launched product, Aha! Ideas. This new product comes with two plan options — Ideas Essential and Ideas Advanced. In-app community feedback is included as part of the advanced functionality. Sign up for a free 30-day trial. If you are an existing Aha! Roadmaps customer who wants to try out in-app feedback, email support@aha.io to try it free in your account for 14 days.

Claire George

About Claire George

Claire is passionate about helping product and marketing managers set brilliant strategy and deliver results. She is the Group Manager, Product Marketing at Aha! — the world’s #1 roadmap software. Claire has more than 15 years of marketing and software experience. Previously, she led product marketing at an agile-based work management platform.

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