Receptive guide for customer success teams

In this guide:

Introduction to Receptive for customer facing teams
Receptive helps SaaS companies organize and understand everyone's requirements and priorities for their products. It also adds extra communication and transparency for customers so they can directly request features and stay updated on progress.

Why use Receptive?

Receptive allows customer facing teams to:

  • Strengthen customer relationships
  • See customer requirements & priorities
  • Understand how customer priorities change over time
  • Automatically keep customers updated
  • See what's been released for each customer
  • Capture important day-to-day niggles
  • Request features you want personally, and stay updated
  • Look up the status of any feature request

How your customers use Receptive

Logging In
Upon integration, a link or button will be added to your software called “Suggest a feature” or similar.

Customers reach their dashboard by clicking this link. No additional login or password is needed.

Suggesting a Feature
Once your customers have reached the Receptive dashboard, they click “Suggest A Feature” and amend details as needed.

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Voting on Features
Customers will see a list of features that have been submitted by other users in their dashboard under “Wanted by other customers”.

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They can vote for any of these features or show they aren't interested straight from their dashboard.

Tip: To see the customer view in action, login to your Receptive account and select "Request Receptive feature" from the top right icon. You are now on the customer dashboard of our Receptive account. Vote on a few features & prioritize your requests.

Prioritizing their features
Once your customers have voted on more than one feature, they will have the option to prioritize them using the sliders.

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As they increase the priority of one feature, the others move down slightly. This stops your customers from telling us that everything is important, and allows your customers to update their priorities over time.

Tip: On phone calls with your customers, remind them to review their priorities every weeks or two so they’re always up to date.

Adding feedback
By clicking on any feature request, your customers can view the feature description, status, and any public comments from your team and other customers.

Customers that are subscribed will receive notifications when new comments are added.

Use this area to gather use cases and understand why a feature has been requested.

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Tip: Customers will use feature requests instead of describing a use case or pain point so always ask why. You are the experts in building software & your customers are living the day-to-day. Work together to create something amazing!

How to use Receptive on behalf of your customers

Logging in
If you've already received an invitation to your Receptive account, just go to receptive.io and click “Log In” or just click here: https://receptive.io/app/#/login

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If you need an invitation, have your Receptive lead go to "Manage team” from their Receptive dashboard and send you an invitation.

Managing incoming customer feature requests

When customers mention features via phone or email, Receptive allows you to quickly add the customer to the request and then move on - Receptive handles the rest.

Adding a customer to an existing request

If you know the feature request already exists, just use the search box in the top right hand corner, and click on the right feature to open that feature’s page.

Add the customer directly to the request under the "Feature feedback" sidebar. Click "Add customer":

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Start typing by customer's name (not company name), and select the appropriate user.

Your customer will be updated automatically every time the feature is updated (via status or discussion).

Creating a new feature request on behalf of the customer

If you're not sure (in most cases) whether the feature exists or not, just click "Suggest" from the top navigation.

Add a title and a description, including the customer's use case or pain point. Any similar features will appear below. If the same request is already there, just click on the title to open that page and add the customer to the request (see previous step):

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If the feature doesn't exist, under the description box you'll see the text "Requested by you":

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Click the link (on "you") and a search box will open for you to tag a customer to that request:

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Select the correct user's name and they will now be listed as the requestor.

Click "Tell {your company} they want this" to submit the feature on behalf of your customer.

Notifying the customer

Once you've added the customer to the feature, let them know they'll be receiving updates on their request, for example:

“Thank you so much for the feedback! I’ve submitted this as a feature request to our Receptive account here. (Make sure you're logged in by clicking "Request a Feature".) When our product team reviews your request you'll receive automatic updates. Also, feel free to add additional details in the discussion section so our product team knows how this would help you.”

Pro Tip: Use the Gorgias chrome extension to use shortcuts to instantly type feedback responses: https://gorgias.io. 

Read more at: Tips for customer success teams when responding to feature requests

Updating customer priorities on their behalf

If you're on the phone with a customer who indicates their priorities should be updated, you can do this for them.

Select "Customers" from the top right icon, and choose the customer account.

Find and click on the correct user from the list on the left hand side.

Click the "Edit" button on the user page to edit the priority sliders on their behalf:

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Click "Done".

How you can use Receptive in your role

See customer requirements & priorities

Get smart insights about what's going to help your customers accelerate their success.

Select "Customers" from the top right icon, and choose the customer account.

This leads you to the "Account priorities" page which includes priorities from all users in the customer account.

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Drill down to a specific user from the list on the left hand side to see an individual's requests & priorities.

Tip: Before a meeting or phone call with a customer, review the "Released" tab to see what feature you've recently released for them. See if they've used it and if they have any feedback or additional requests.

See the status of any request

Need to research the status of a feature request for a customer?

Want to know if the dev team has made progress on a feature that you've requested?

Just find that feature using the search bar in the top navigation of your dashboard, and open the request to see all the latest comments and updates.

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Requesting your own features

Whether you noticed something needs to be improved or have an idea that would help you do your job better, you can submit features that you'd like to see implemented.

Click "Suggest" from the top navigation.

Add a title and a description, including your use case.


Updating your priorities

Head to your dashboard to update your priorities just as your customers can. This way your product team will know what's most important to you and your team.

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Requesting Receptive features

Have ideas for how Receptive.io could help you and your team? We'd love to hear them!

Just login to your account from 
the Receptive.io homepage.

From the dropdown menu in the top right corner, select "Request Receptive feature".

You're now in our customer view and you can suggest, search, vote & prioritize features you'd like to see us build.

Tip: Remember to include your use case so our product team can understand the problem you're having when considering your feature.

Advanced

Engagement email

In two clicks you can send a 100% personalized email to each of your customers, encouraging them to use Receptive and improving the amount and quality of your feature feedback data.

It’s also a great way to ask customers to review their priorities, highlight progress you have made and show what you are currently working on. 

Read more about the engagement email here.

Metrics

Under the Metrics page you have access to some great insights into customer activity.

Just click the top right icon and select "Metrics":

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The left hand column has your total customer logins by day, most active customers, and most recent customer logins, and which users have requested features you've recently released. 

See which customers have been most engaged with Receptive

Want to know which of your customers have used Receptive the most? Just head to the section "Most engaged customers, last 30 days" to see your most active 10 customers.

See which customers have requested recently released features

A really interesting report for customer success teams is the section: "Customers who wanted features released in the last 30 days". Click on any user's name to be taken to their page. Click the "Released" tab to see which features you've released for them.

Tip: Use this as an opportunity to reach out to your customers, gather additional feedback, and even close the feedback loop with your development team with any positive use cases you've received or additional feature requests related to that release.

  

Any questions? Email support@receptive.io or use the form here.

 

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