In this guide:
- Introduction to Receptive
- How your customers use Receptive
- Logging in
- Making a request
- Voting on requests others have submitted
- Prioritizing their requests
- Adding feedback & use cases
- How to use Receptive on behalf of your customers
- How you can use Receptive in your role
- See customer requirements & priorities
- See the status of any request
- Making your own requests
- Requesting Receptive features
- Advanced
Introduction to Receptive
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 make requests 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
- Make requests you want personally, and stay updated
- Look up the status of any 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.
Alternatively, if you have the embedded widget enabled, then your customers can click on the tab on the right-hand side of your product to access their Receptive dashboard.
Making a Request
Once your customers have reached the Receptive dashboard, they click “Make a suggestion” and amend details as needed.
Voting on Requests
Customers will see a list of requests that have been submitted by other users in their dashboard under “Requested by others”.
They can vote for any of these requests 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 and prioritize your requests. If you want to see the embedded widget in action, then head over here.
Prioritizing their Requests
Once your customers have voted on more than one request, they will have the option to prioritize them using the sliders.
As they increase the priority of one, 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 request, your customers can view the 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 request has been submitted.
Tip: Customers will use 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
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 requests
When customers mention requests 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 request already exists, just use the search box in the top right hand corner, and click on the right request to open that request's page.
Add the customer directly to the request by clicking "Add user" on the right-hand side.
Start typing the customer's name (not company name), and select the appropriate user.
Your customer will be updated automatically every time the request is updated (via status or discussion).
Creating a new request on behalf of the customer
If you're not sure (in most cases) whether the request exists or not, just click "Suggest" from the left-hand navigation.
If you start typing the title, any similar requests 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).
If the request doesn't already exist, you can tag a customer to the new request. Under the description box you'll see the text "Requested by you".
Click the link (on "you") and a search box will open for you to tag a customer to that request.
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 request on behalf of your customer.
Notifying the customer
Once you've added the customer to the request, let them know they'll be receiving updates on their it, for example:
“Thank you so much for the feedback! I’ve submitted this as a 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 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.
First, you need to find their profile. Enter the user's name in the search bar at the top and then click on their name.
Alternatively, select "Customers" from the left-hand navigation, and choose the customer account.
Find and click on the correct user from the list on the left hand side.
Once you find the user's profile, click the "Edit" button on the user page and then select the "Priorities" tab.
The changes will be saved automatically.
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 left-hand navigation, and choose the customer account.
This leads you to the "Account priorities" page which includes priorities from all users in the customer account.
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 ideas 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 request for a customer?
Want to know if the dev team has made progress on a request you've made?
Just find that request using the search bar in the top navigation of your dashboard, and open the request to see all the latest comments and updates.
Making your own Requests
Whether you noticed something needs to be improved or have an idea that would help you do your job better, you can submit requests that you'd like to see implemented.
Click "Suggest" from the left-hand 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.
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 ideas 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 request.
Advanced
Engagement email
In a few 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 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".
You can see an overview of activity, the most engaged customers, and those who have had the most requests 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 "Engagement" section to see your most active customers.
See which customers have requested recently released ideas
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 requests 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 requests related to that release.
Any questions? Email support@receptive.io or use the form here.
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