In this guide:
- Logging in to Receptive
- Triage incoming requests
- Roadmapping meetings
- Advanced roadmapping
- Customer engagement
In Receptive, it's really easy to:
- Receive feedback from internal teams, prospects, and customers.
- Automatically communicate back to teams & customers when you review their feedback in Receptive.
- Segment your product feedback in any way.
- Back up your product decisions with data.
To log in to Receptive, you will have been invited by the person in charge of Receptive. You will either be given a username and password to use, or will use a SAML SSO with your Google credentials.
If you are unable to log in, contact the person in charge of Receptive and ask them for an invite.
Firstly, you should navigate to the "Browse" page of Receptive, using the link on the left-hand navigation. Once there, you will see the latest requests that have been submitted.
In the event that you have multiple products or different areas of the same product that are managed separately, you need to filter down to your product area.
To do this, you can use the drop-down menus along the right-hand side of the "Browse" view to select the relevant filters.
The next step in the triage process is to change the status of any new requests to "Awaiting Feedback".
You can do this by selecting the request and then choosing the status from the box on the right-hand side.
You can set up an automatic "saved response" which will help to set expectations and keep your users informed.
To set up your response, head to "Settings", then "Custom Responses". Click on the "Manage custom responses" link and that will take you through to the relevant page.
For best practices surrounding responses, head here.
To save time you can also change the status of multiple requests in one go. To do this, select the relevant requests using the checkboxes to the left of each one.
Then go to the right hand side and click the "Choose action" drop down. This will present you with the various options.
Once you've moved the new requests to "Awaiting Feedback", all that's left for you to do is wait.
There's nothing you can do until the requests have been seen by others and prioritized or commented on. In the meantime, feel free to merge any duplicates that may have slipped through the net.
To merge, select the relevant request. Click on "Edit", then on the cog icon. Select "Merge".
You can then choose the request you wish to merge it with.
You may already have regular roadmapping meetings in which you decide what you're planning to build next. Receptive helps to make those meetings more productive and easier for you all.
For now, we recommend keeping the meeting schedule (whether it's weekly, monthly, quarterly) as it is. Instead, we'll work at improving the efficiency and effectiveness of the meetings.
The first thing you should do is identify the primary person responsible for handling Receptive. They should be able to communicate well, know your product inside-out, and be able to quickly check through Receptive for new requests.
In the days leading up to the meeting, this handler will then work through the top 10 requests in each of the three SmartLists (customer, internal, and prospect).
To do this, they will need to navigate to "Reports" on the left-hand navigation, and then select each of the SmartLists in turn from the right-hand side.
They should then check through the top 10 requests for each, making sure there are no duplicates and understanding what each request is asking for.
It's also useful to ask the other attendees to review them quickly for clarity during the meeting.
Work your way through the highest priority for each SmartList, then the second highest, the third, and so on.
Eg. Customer #1, Internal #1, Prospect #1, Customer #2, Internal #2, Prospect #2, etc.
As each item is reviewed, the handler should update the status of the request in Receptive so that your users are instantly updated as the meeting goes on.
Don't let the meeting run over its scheduled time limit. Chances are you won't get through all 30 requests in the time, but at least you'll get through your most valuable requests.
The process outlined above is great for when you first get started and will help you to make quick and easy progress right from the word go.
But eventually, you'll probably want to think about delving deeper into the data you've gathered.
If your company already has a strategy or vision mapped out, then this step is easy. Simply familiarise yourself with the product strategy you already have.
You're going to use this to dig into the data.
If you don't have a product strategy and you want to get started with one, we've created a handy guide here.
Navigate to the "Reports" page using the left-hand link.
Now, instead of selecting the pre-generated SmartLists, you're going to create your own filters.
Select the "Advanced" tab on the right-hand side. You can now apply a range of different filters to segment the requests you've received.
If, for example, your strategy was to close more enterprise deals in the financial industry, you could add a filter to select only high-value accounts and another filter to select only those accounts in the financial industry.
You would then be able to identify what your current enterprise and financial accounts want the most. It stands to reason that building those requests will help you to seal more deals with similar accounts in future.
You're able to set the development effort of a request. This allows you to see a graph showing value vs effort of the requests you've received.
To set the effort, select the relevant request and click "Edit". Scroll down and you'll see a slider labelled "Feature Effort". Slide that to the appropriate point and click "Save".
Alternatively, if you navigate to "Reports" and then select "Advanced", you can click on the box labelled "Chart" to display the effort-value graph.
There will be a button labelled "View/Update". Clicking on that will present you with all of the feature effort sliders for those requests so you can bulk edit.
Now that you have your process sorted, you may want to increase your users' engagement with Receptive and start receiving more feedback.
There are a number of ways to achieve this.
The engagement emails are sent from within Receptive and are tailored to each user, with their priorities and requests which may interest them.
To send an email, click "Customers" on the left-hand navigation.
Then click on "Engage More Customers". You can then work your way through the engagement email process.
Your users will receive their personalized email and are more likely to engage with Receptive and provide more data.
If you want people to submit their feedback, then your best bet is to simply ask them.
Think about including an announcement about Receptive on your company's blog, or in email newsletters. The more publicity you give it, the more your users will come and use it.
A video from your CEO talking about the benefits of Receptive and encouraging people to use it is a great way to increase visibility and show your users that you're taking their feedback seriously.
We hope this guide has helped clarify a few things and helped you to develop your own process for managing feedback with Receptive.
If you have any more questions, please don't hesitate to get in touch with us at [email protected] or take a look around our help docs for more information.