Collect – and take action in—Customer feedback It is very important for any company who wants to improve its products and services and remain competitive in the market. Listening to help business understand what users are Really Think and want from the software. In this way, the team can use this insight to trigger innovation and repeat to make the user experience better.

But listening not only about customer opinions – it must also include insights from internal team members which is at the forefront with customers every day. This is exactly what Love listen Activating, helping the team determine clear and external internal and external feedback loops, encourage cross -functional collaboration, and triggers decision making driven by data.

In Pendo, our own product team uses listening to customer feedback into their development process – and ensuring no one slipped through a gap. Let’s explore three ways we use listening to improve product experience for our users.

1. Supercharging collaboration with the income team

One of our product managers, Cooper, has found that using Listen has greatly increased its interaction with the income team in Slack – especially in terms of answering questions and collecting product feedback. Long and long discussions often produce valuable insights, but capturing those ideas for future references are complexity. Cooper used to manage his “backlog of ideas” in the custom airtable system, where he had to filter feedback manually without a direct connection to the Pendo or Salesforce data.

By listening, Cooper can now easily guide the seller and team members facing customers with a clear act of acting (“Hope this metal is listed!”) Together with a link to the feedback form. This slim process is not only Activate an easy collection of feedbackBut also immediately tie feedback to relevant accounts and visitors.

Although this may seem simple, the time saved is significant. More importantly, he encourages a smooth process to effectively capture product input from sales, implementation, and supporting teams for future references. This increase not only increases the Cooper’s efficiency but also Improve the team’s ability to act based on valuable insight from the front lines.

2. Making data -based road map decisions

Listen is designed for a product team that focuses on providing business results, not only launching features. This is all about validating ideas to ensure they will resonate with users, encourage use and even willingness to pay. Rebecca, one of our adoption managers, shared how our adoption team applied listening to this use case.

Our adoption manager integrates listening into the strategy of entering the market to inform road map planning and iteration. After the new feature was released, they launched Guide in the application It encourages customers to share their experiences proactively. They collect both fast sentiments (“I like” or “can be better”) and open text feedback. Each guide is inserted into a stored display, where AI summarizes the most urgent customer problems. This AI summary lives on the team of the team pendo, allowing them to easily Analyze feedback in addition to the use of features.

Every week, the adoption manager discusses this dashboard with leadership, identifying gaps and pain points reflected in the summary and adoption data. When the problem arises, they collaborate as a team Increase experience—He iteration on features with techniques, selecting fast repairs with information tooltipOr use guidelines to encourage users towards unlucky features.

3. Turning feedback into an insight that can be followed up

Feedback is very important to effectively understand customer needs, but the actual value comes when the team can take action on this qualitative data. Pendo Listen plays a key role in translating feedback and requests to steps that can be followed up for the product team.
For example, Emily – one of the Pendo Sales Engineers – can quickly collect thoughts and worries from customers after a conversation or demo and record them in listening. This is sure Feedback is not lost in the shuffle and easily accessible by the product team. “I really appreciate that listening to our fingertips – it gives us the main place to send feedback on the name of our customers, making our lives much easier, “he explained.

One of the most impact listening skills is capable tracking and connecting feedback all in one place. When Emily hears the same request from several customers, she can immediately listen, look for related feedback, and connect the points under one idea. In this way, when the product team sees what to be prioritized, they can see exactly how many customers ask for the same features or changes.

On the Go-to-Market (GTM) side, Emily works with an analytics squad to dig customer feedback and issue the top request for their quarterly planning. Listen very helpful see general themes and understand the context behind the case of specific use.

They also use listen to track customers who specifically ask for certain features, making it easier to determine the right person for beta testing or user research. Plus, this helps ensure the customer is included in the guide segment when new features are launched so they feel valued and involved in the development process.

Want to learn more about how Pendo Listen can help your product team? Follow the Mandiri tour or Get a Demo Today. Have you listened to the listening? Jump back To optimize the process of finding your product (if you are in the EU, enter Here).