We’ve created a checklist of various things you can do to make the most of Receptive. Not every single one of these is required, but we thought it would be useful to list all of our best practices in one place.
If you want a customizable checklist, get in touch with our Success team and they’ll provide you with one.
- Decide on modules
- Set up modules
- Send integration instructions to Dev team
- Review account settings
- Customize your request form
- Create your “Awaiting Feedback” response
- Create tags on a test request
- Whitelabel email
- Whitelabel domain
- SAML SSO
- Review the Workflow Guide and best practices
- Work through existing and new workflows
- Summarize main steps
- Create a Product Feedback Policy (PFP)
- Create Team Guidelines doc and FAQ
- Publish Team Guidelines doc and FAQ
- Introduce customer-facing teams to Receptive
- Introduce internal teams to Receptive
- Invite teams into Receptive
- Publish your PFP
- Turn on in-app links and customer notifications
- Launch Receptive with an engagement email
- Send out other customer communications (blog, email, socials, video)
1 — Account Setup
Decide on Modules
NOTE: This should be done before anything else, so that when you set up the integration your customers have access to the correct modules.
Modules make it easy for you to filter down and focus on the most relevant data to them.
Your customers can choose which module(s) their feedback relates to on the feedback form, and can also browse requests based on module.
When deciding on modules, you’ll want to ask three questions:
- Which modules will be most beneficial for our product team?
- Which modules will our customers understand?
- How do we ensure each customer has no more than a reasonable amount of (say, 15-20) modules?
You should hold a meeting with your Product Owners and clarify the answers to these questions.
Set up Modules
To add modules to Receptive, head to Settings > Modules.
You can then add your modules by entering their name and clicking on “Add Module”.
Your existing modules will also be listed on this page.
NOTE: Every time you add a new module, the integration needs to be updated so that your users will have access to them.
Send Integration Instructions to your Dev Team
It also passes customer data from your product to Receptive, so your teams don’t have to do any manual input.
This template contains all the information your Dev team will need. You just need to fill in the relevant details, such as which modules you’ll be using (see above).
Review Account Settings
Receptive is extremely customizable, so you can make sure Receptive is set up to suit your organization and what you want to get out of it.
You should work through the Settings and adjust them to suit you. Some of the settings you should definitely make sure you check over are:
Visibility settings (Settings > General) — Decide how much your customers can see. This includes visibility settings for the “What’s Coming?” page, timestamps, vote counts, and “Not Reviewed” requests.
Branding (Settings > Branding & Appearance) — Add your logo and choose a primary color to ensure branding is consistent with your product.
Email notifications (Settings > Email and Whitelabel) — Choose whether you want to enable or disable email notifications to customers or team members. This is especially important if you want to launch internally at first.
Customer view (Settings > Customer View) — How do you want your customers to access Receptive? Through the full-screen portal view, or via the in-app widget?
Languages (Settings > Language) — Add the option for your customers and team members to use Receptive in different languages.
Customize Request Form
Your request form can be tailored to suit you, ensuring that you collect the information you need.
We usually recommend that you ask targeted questions to help you truly understand your customers’ pain points. For example, asking what they’re trying to achieve, rather than what they want. (They’re often two different things, and the former is far more important.)
You can customize your request form by going to Settings > Customize Request Form.
Here are a couple of examples you could use...
Create your “Awaiting Feedback” Response
Custom responses make it even easier to keep your customers in the loop when they provide you with feedback. Whenever you update the status of a request, you can choose from a selection of custom responses that you’ve saved.
The main custom response you need to create is for “Awaiting Feedback”. Chances are most of the requests you receive when you launch Receptive will be set to “Awaiting Feedback”, and this is where you can start setting expectations from day one. You can create the responses for other statuses at a later date if you want to launch immediately.
You can create a custom response by going to Settings > Custom Responses.
Here’s a great example to get you started:
"Thank you for taking the time to give us your valuable feedback.
This request is now "Awaiting Feedback" so that we can gauge demand from other customers and gather use cases.
Make sure to click "Want" on this request if you also need it and keep your priorities up-to-date.
For more information, please refer to our Product Feedback Policy here: [LINK TO PFP]”
NOTE: The Product Feedback Policy referred to in the template will be created as part of the planning stage below.
Create Tags on a Test Request
Tags enable you to dig deeper into the data in your reports, filtering by all manner of categories, including strategic goals, pain points, project owners, and so much more.
To get started with your tags, create a test request and then add tags to it. Don’t forget you can use the format “CATEGORY:TAG” to better organize your various tags.
Here are some examples:
- Project: Integrations
- Project: Reporting
- Strategy: Increase Enterprise Sales
- Function: Communication
- Status: Needs Clarification
Once you’ve tagged up your requests, you can use them to filter your data using the Advanced filters on your SmartLists and other reports.
Populate your Receptive account
Chances are you already have a backlog of feedback. Fortunately, it’s easy to transfer that feedback into Receptive by importing it as a CSV file. If you’ve integrated with Receptive, you can even import which users have voted on each request.
We recommend importing at least 20 requests, 5 of your latest releases, and a few items that you have planned on your roadmap.
This will ensure that your team members or customers can start engaging with Receptive as soon as you launch.
By default, any email notifications sent from your Receptive account to customers or team members will be sent from firstname.lastname@example.org.
We recommend setting up email whitelabelling so that you can use your own domain instead. This is important when it comes to communicating with your customers, as any replies to email@example.com won't make it to you, and you'll miss out on those key conversations.
We suggest using a more generic email address like “firstname.lastname@example.org” rather than something limited like “email@example.com”.
We suggest that you use your own domain to host Receptive, for example, “feedback.yourdomain.com”.
You can set this up using our domain whitelabelling option. It’s quick and easy and helps keep your branding consistent.
SAML SSO gives you greater control over how your team members log in to Receptive.
You can add two-factor authentication, set password strength, and more to ensure a secure log in.
2 — Third Party Integrations
JIRA Add-on (5 Minutes to Set Up)
If you use JIRA to manage your software development, then you can use our JIRA add-on to closely integrate it with Receptive.
This will automatically create JIRA issues when Receptive requests are set to “Building”. When the issue is completed in JIRA, it will be set to “Released” in Receptive.
It makes your workflow far more efficient, and helps to automate a lot of manual organization.
More information here.
Zendesk Integration (5 Minutes to Set Up)
Our Zendesk integration helps to save your Support team hours of manual work.
When your customers submit a ticket to Zendesk that contains a feedback request, your Support team can create that request in Receptive without leaving Zendesk.
The integration can keep your customers in the loop automatically and free up your Support team to help customers with genuine issues.
More information here.
Intercom Integration (5 Minutes to Set Up)
If you use Intercom to communicate with customers using your app, then you can use our integration to make it even easier for them to submit feedback.
It enables you to place a “Request Feedback” button in your chat widget, or send out a link to a relevant request.
Your customers can then submit requests, browse other requests, and update their priorities, all from within the Intercom chat widget.
More information here.
Salesforce Integration (Up to 1 Hour to Set Up)
Our Salesforce integration helps you to track prospect demand, making it easy for your Sales team to keep prospects updated with what you’re working on.
Without leaving Salesforce you can see Receptive requests that are linked to contacts or opportunities.
Prospect demand is just as important as customer demand, and this integration helps you understand exactly what your prospects want.
More information here.
3 — Process Planning
It’s important to map out your process before you launch Receptive so that your teams and customers know what to expect, and so that you can make the most from your feedback.
We have a range of templates to help you do this. You can simply use 99% of the templates, and add your own tweaks to make them relevant to your organization.
Review the Workflow Guide and Best Practices
Receptive is designed to fit into your existing feedback process, but you may need to tweak it slightly to make sure it’s as efficient and effective as it can be.
Our simple and streamlined best practices can help you plan out what your workflow will be. It’s important to map it out before you launch Receptive so that teams and customers know what to expect, and so that you can make the most from your feedback.
Work Through Existing and New Workflows
Once you’ve reviewed our best practices (see above) we recommend that you map out your existing workflow and then plan your new one alongside it.
This allows you to see which existing elements can be transferred over and gives you a greater understanding of how Receptive can fit in.
When you sign up to Receptive you’ll receive an implementation checklist. We include a tab called ‘Feedback channels’ which you can use to plan your workflow.
Summarize Main Steps
There are four main steps when it comes to using Receptive. These are:
- Incoming feedback.
Take the time to summarize what these steps will consist of before you launch so that you’re ready to go once the feedback starts coming in.
On the implementation checklist that we give you when you sign up to Receptive, we include a tab called ‘Lifecycle’ which helps you summarize the main steps.
Create a Product Feedback Policy (PFP)
Once you’ve planned your workflow, understand how Receptive will be utilized, and know how you’re going to manage feedback, you should create a Product Feedback Policy (PFP).
This is a simple document that outlines your approach to feedback, helping to set expectations for customers.
It doesn’t take long to create, but it’s an invaluable document to have at your disposal.
Learn how to create your PFP here.
Create Team Guidelines Doc and FAQ
Your Team Guidelines doc is essentially an internal version of the PFP (see above). It goes into more detail about how each team should be using Receptive and explains the process.
This is a great way of prepping your team members for using Receptive and making the most of the functionality.
You can find a template for the Team Guidelines doc here.
4 — Launch Internally
Publish Team Guidelines Doc and FAQ
Before you introduce your teams to Receptive, you need to make sure they understand exactly what Receptive is and how it impacts their role.
You should publish your Team Guidelines document (see above) and share the link with your teams when you send the introductions below.
Introduce Customer-facing Teams to Receptive
Your customer-facing teams will be using Receptive a lot, and so it’s important you introduce them to it properly. Simply letting them in with no guidance could end up confusing them.
Most of our customers launch to customer-facing teams first, as they’re the ones fielding all of the feedback and so they will see the biggest time savings from day one.
You should walk them through Receptive, showing them how it works, and how they’re going to use it. Be sure to sell them on the benefits to increase the likelihood of them using it. You might also want to run a training session. If you need some help running this, then our CS team can help you do that.
Our template here will help you to introduce your customer-facing teams.
Introduce Internal Teams to Receptive
Receptive isn’t just for customer-facing teams to use. Once you’ve introduced your customer-facing teams to Receptive you can then introduce the rest of your teams.
We recommend starting with your Product team. They’ll likely need their own training session to understand how the Receptive reporting functionality works.
Once your Product team has been introduced, you can move on to your Sales, Leadership, Dev, and Marketing teams.
Again, be sure to sell the benefits of what Receptive can do for them as you walk them through the various parts.
The template here will help you introduce your internal teams.
Invite Teams into Receptive
Now that your internal teams understand how they can use Receptive and what they’ll get out of it, it’s time to let them in.
You can add team members into Receptive by going to Settings > Manage Team.
Remember to utilize team tags right away, so that your teams remain organized in Receptive. Examples include assigning team members to projects, breaking them up by region, or splitting them according to their roles.
5 — Launch to customers
Publish your PFP
The PFP that you will have created earlier is designed to help set expectations with your customers and clarify your feedback process. It also acts as a basic introduction to the concept of Receptive so it’s important to publish it before launching to customers.
You can then share it on your blog, your email newsletter, and your social media profiles. You should also include a link to it on your “Awaiting Feedback” status.
Turn On In-app Links and Customer Notifications
Before you officially launch Receptive to your customers, you need to make sure that they can actually access it. You should turn on the link inside your product, or turn on the widget if that’s what you’re planning to use.
If you’ve previously turned customer notifications off, you should remember to turn them back on, so that communication to your customers is automated. You can find notification settings in Settings > Email and Whitelabel.
Launch Receptive with an Engagement Email
Sending out an engagement email from Receptive is a great way to introduce your customers to it, and entice them to start providing feedback.
In the engagement email be sure to link out to your PFP to help clarify any details, and make clear the benefit for your customers - namely, you’ll be taking their ideas on board.
To send the engagement email, go to your “Customers” page and then click “Engage more customers”. You can then work through the dialog that opens to send the email.
This template will walk you through it.
Send Out Other Customer Communications (Blog, Email, Socials, Video)
While the engagement email (see above) should do most of the legwork when it comes to announcing Receptive, it doesn’t hurt to use other methods as well.
Consider writing a blog post that introduces your customer to Receptive. You could send an email to your mailing list, and you could also post on social media. A great method that lots of our customers use is to make a quick video.
Here are some examples:
It’s also worth briefing your CS team to introduce customers to Receptive on any calls they have booked in, and your Sales team when they demo your product.
6 — After Launch
Set Up Auto-tagging
Auto-tagging is a far more efficient way of utilizing Receptive’s tagging functionality.
Learn more here.
Send Engagement Email after each Release Cycle
Part of your ongoing process should involve marketing your releases. You can use Receptive to do this with the engagement email feature.
Whenever you reach the end of a release cycle, you can send an engagement email to everyone. This email will show all your latest releases. It will also encourage your users to update their priorities.
We also recommend adding a link to a “Roundup” blog post that runs through everything you’ve built.
Optimize your Workflow
Your Receptive workflow is never finished. You can always tweak and optimize to improve efficiency and effectiveness.
You should consider revisiting your workflow every now and then to make sure it’s all running as smoothly as it can be.
Book a call with our Success team to talk it over.