The other day, one of our followers, Vikram, sent us this tweet:
And wouldn’t you know it. The URL was as broke as a church mouse on Superbowl Sunday.
Nobody likes broken links, but Vikram’s feedback meant we could implement a quick fix. Keep in mind—Vikram is the tech lead for a travel company in New York City, and yet he still took time out of his day to point out a bug inside one of our tools.
If you’re a company founder, developer, or social media person, you likely spend at least some of your day sorting through customer feedback like this. Whether it’s bug discoveries or feature suggestions, getting feedback from customers is a good sign that they care.
However, lassoing all of that feedback together (so it can actually be considered for future product updates) is not so straightforward.
After Vikram sent us this message, we realized that our team had no simple way to document all of the feedback we were getting. Feedback often has to be forwarded from one team to another (i.e. our social media team to our product team), which meant that it would sometimes fall between the cracks.
With that in mind, our team came up with a method to properly document Vikram’s feedback while simplifying the process for Crew’s community team.
We respond to bug-spotters and feature-suggesters with a special hashtag on Twitter, which gets filed away into a GitHub repository.
The hashtag is synced to a GitHub repository.
Follow up with a tweet, letting your customer know their feedback has been recorded.
You might think that this requires some Harry Potter-level tech. And yet the whole process takes less than five minutes to set-up. Here’s how.
Using Zapier to create a GitHub-syncing Twitter hashtag
To integrate our hashtag with GitHub we used Zapier. It’s a tool that can sync data between lots of different web apps. Once you create an account, set up a ‘Zap’ like this:
- Choose ‘Twitter’ as your trigger and ‘GitHub’ as your action
- Sign into Twitter
- Sign into your GitHub account
- Choose your hashtag, and the accounts that can trigger it
- Pick a repository, and use the tweet URL as the body for the GitHub issue(You can follow the same steps to add suggestions to your team’s Trello board, or even a Slack channel)
Then just test it, press ‘on’, and boom! You’re done. Now, you can begin assigning teammates to implement your customers’ suggestions, and they can decide on the priority level of the task.
Now, the person giving feedback—who cares enough about your product to find a point of friction inside of it and contact you about it—knows their suggestion is actually being recorded. Your product team can use the suggestion folder on GitHub/Trello to look at feedback and pick the most requested features to work on. When a suggested feature is live, you can contact the people right away and tell them their wish was granted.
We’ve found this solution to be an awesome way to let our community know we’re listening and actively doing something with their suggestions.
We’re running an online business and we’re still figuring a lot of things out. Here’s where we share a behind-the-scenes look at how we’re making things work to get our company off the ground. To get more stories like this as soon as they’re published, subscribe here.