Our customers often ask us about the best way to implement Receptive into their existing workflow.
It turns out that using Receptive doesn’t require many changes to your current set-up at all. A few minor tweaks and you’re good to go.
There are three questions you need to consider:
If you work your way through this guide, then you’ll find the answers to those questions, and be ready to start making the most out of Receptive.
1. Who will use Receptive?
There are three main groups of people who will be involved with Receptive. These are the Champions, the Managers, and the Analysts.
The Receptive Champions are the people in your company who understand all the best practices around Receptive.
They’re basically the go-to people if someone in your organization has a question about using Receptive, and they’ll be the ones hosting training sessions.
Ultimately, they ‘own’ Receptive, and are responsible for its success.
The Receptive Managers are people who know your product inside-out, and who are also comfortable speaking with customers.
Their responsibility is to triage any new requests and update them to “Awaiting Feedback”, as well as ensure the roadmap is up-to-date.
The Receptive Analysts are the people who need to know what your users want from your product. Perhaps they’re the Head of Sales wanting to know why you’re losing deals, or maybe it’s a CSM needing to know a customer’s priorities.
Their job is to use Receptive’s reporting features to dive in and analyze the data you’ve collected, and then use that to inform future plans for your product.
2. What is the Workflow?
The idea behind this workflow is that you can easily integrate it with your existing way of doing things. It doesn’t take up much more time at all, but leads to far better results.
There are four main tasks that need to be completed as part of the workflow.
This part involves reviewing any new requests that come in. Luckily it isn’t as much work as you might think. In fact, 95% of requests you receive can be bulk triaged in seconds.
All you have to do is change the status of any new requests to “Awaiting Feedback”. Then your users can start providing extra detail and information.
This task should be owned by one or more of your Receptive Managers.
Chances are, you already have a lot of things planned for the future, and already have an idea of where you want to go next with your product.
Receptive is able to help you bring the voice of your customers and team members into your existing plans.
This part of the workflow involves using Receptive to gather more detail and feedback for specific projects that you have planned, so that you can enhance what you’re already working on.
This task will frequently be carried out by your Receptive Managers, but ultimately anyone who needs the information can use Receptive to get it.
Once you’ve made headway with your current and upcoming projects, you’ll want to start planning even further into the future.
This task involves using Receptive’s reporting features to identify your customers, prospects, and team members’ priorities, so that you have an idea of what you could be working on next.
It’s also a way of discovering any quick wins that you might want to work on if there are some gaps in your roadmap.
This part of the workflow should generally be owned by your Receptive Analysts, but will probably involve roadmap owners or product owners as well.
The final part of the workflow involves communicating any updates back to your users.
This is all done through Receptive, and ensures that your users understand what you’re working on, and what’s coming up in future.
Your Receptive Managers will be the ones responsible for this part of the workflow.
3. How will we Implement the Workflow?
Now that you understand what the workflow entails, and who should be responsible for each part, let’s explore how you can implement the workflow.
The quick triage is basically a way for you to move new requests from “Not Reviewed” to “Awaiting Feedback”. This means anyone who submits feedback will receive a response, helping you to close the feedback loop. You can then wait your users to come in and vote, prioritize, and add extra feedback to those requests.
To do this triage, head to Browse and then filter down to only “New” items.
You’ll then see all of the new requests that you need to triage.
Note that if you are only managing requests for a specific product or module, then you should filter down to that as well.
You can then select all of the requests, and then choose “Set status to Awaiting Feedback” from the drop-down on the right-hand side.
Choose the relevant custom response (and maybe include a link to your Product Feedback Policy), and then click on “Wait for Feedback”.
Now it’s up to your users to vote, prioritize, and add any extra feedback, plus you’ve made it clear to the requester that you’ve taken their idea on board.
Optional: If you want, you can quickly review the new requests to see if they make sense or merge any obvious duplicates.
But don’t spend too long manually reviewing as the best requests generally bubble up to the top of your reports anyway.
Most of the time your roadmap will be pretty much full of various things you need to build. But that doesn’t mean you shouldn’t listen to what your users have to say on the matter.
If you want to get more feedback for a project you’re already going to be working on, then you can use Receptive to do some extra research.
Start by searching for requests that relate to your project. If you look at these requests you might find some useful insights that you can apply to the project you’re working on.
If you don’t find any relevant information, then your next step should be to create a request for that project, explaining what you’re hoping to achieve.
You can then use Receptive’s flexible emailing feature to ask your users for any feedback they have and get a discussion started.
This will give you a load of amazing information that you can use to enhance the work you’re already doing.
Researching enables you to see the full picture - the pain points, use cases, and needs - so that when you finally get round to building what’s on your roadmap, you’ll do the best job you possibly can.
Once you’ve got some room freed up on your roadmap, you can use Receptive to figure out what should go on there next.
You should use your product strategy to identify what your next goals are going to be, and then look at the relevant report in Receptive to figure out your users’ priorities.
Rather than plucking your next roadmap items from what seems to be the most urgent, you can use Receptive to understand your users and stakeholders’ priorities, both short and long term, and then plan to build those next. This way you know that you’re building exactly what your users need.
This is actually the most important part of the Receptive workflow. If you don’t communicate back to your users, then you could end up alienating them, and reducing the amount, and quality, of future feedback.
A lack of communication means the emphasis ends up being on what you aren’t building, rather than what you are. If, however, you keep Receptive updated, then you’ll make your customers and team members excited about what’s to come.
Anything you’re working on, whether it’s big strategic projects, quick wins, or anything in-between, should go into Receptive if they aren’t already.
If they are, then those particular requests should have their status updated according to the progress you’re making.
One useful way of keeping Receptive up-to-date is to have the Receptive Managers in on any roadmapping meetings you have, so they can update any statuses as they go along.
Hopefully this has shown you that implementing Receptive doesn’t mean starting from scratch, or introducing a whole new process into your company.
Instead, Receptive can easily integrate into your existing workflow and be used to enhance and augment what you’re already doing.
Remember that you need to decide who is doing what.
You need Receptive Champions who own the overall handling of Receptive, and who are there to answer any questions about it.
You need Receptive Managers who are there to triage new requests and keep Receptive up-to-date.
And finally, you need Receptive Analysts who dive into the reporting data to uncover insights and user priorities.
Then the workflow can be seen as four distinct parts:
Triage - Where new requests are set to “Awaiting Feedback”.
Research - Where you gather more feedback to enhance what you’re already working on.
Analysis - Where you use the reports to help you decide what goes on your roadmap next.
Updating - Where you ensure Receptive is updated regularly, and you communicate back to your users.
Follow this workflow, or adopt it into your existing workflow, and Receptive will help you to build the best possible product.