4 ms·

Ask HN: tools for Customer Feedback

9 points by tdr 15y ago

Cutomer Feedback is key to success. So what are the (best) tools to get and organize the feedback from customers/users? I'm talking from the startup perspective; also preferably free or freemium, and SaaS I'm thinking something between a forum and a bug tracker, with UX like StackExchange

dangrossman 15y ago
Sounds like you're describing http://getsatisfaction.com/ http://getsatisfaction.com/
- tdr 15y ago
  Following you suggestion, I found http://answers.onstartups.com/questions/329/uservoice-or-getsatisfaction http://answers.onstartups.com/questions/329/uservoice-or-get... Thanks
AznHisoka 15y ago
Why not just have a general feedback forum. Don't look at StackExchange as a model example... just have a casual message board, where people will be more likely to comment on each other's feedback.
- tdr 15y ago
  I'd like to use the best tool for the most important aspect. Also, I prefer to use a solution built by a specialist and passionate team in that specific are. The message board is great, probably that's the most important channel for feedback. But there's also email and social. I'd like to integrate them
LukeRB 15y ago
Personally, I would say you should host your feedback/support/FAQ on Quora, per my suggestions in this post: http://www.quora.com/Airbnb/How-could-Airbnb-Support-be-improved/answer/Luke-Bornheimer http://www.quora.com/Airbnb/How-could-Airbnb-Support-be-impr... TL;DR: a) Quora has superior search and multi-layer taxonomy (see Quora Topics) b) Quora allows others to suggest edits on content -- crowdsourced proofreading and updating! c) Quora allows users to create content for you -- crowdsourced documentation (coincidently building a hiring pipeline)! d) Airbnb's mission/business is to help people list and book places to stay, Airbnb's mission/business is not to engineer a great help center or build a collection of all the questions and answers people might ask about Airbnb. Focus on what you're passionate about -- hosting cool places to stay. e) Quora's mission is to be "a continually improving collection of questions and answers created, edited, and organized by everyone who uses it." [1] In essence, it's Quora's mission to organize exactly this type of information...why not use it for what it's trying to be?
fabiandesimone 15y ago
Take a look at http://www.helpjuice.com http://www.helpjuice.com (founder hangs around HN a lot)
- hajrice 15y ago
  Thanks, Fabian, I really appreciate it

9 points by tdr 15y ago

dangrossman 15y ago

Sounds like you're describing http://getsatisfaction.com/ http://getsatisfaction.com/

tdr 15y ago
Following you suggestion, I found http://answers.onstartups.com/questions/329/uservoice-or-getsatisfaction http://answers.onstartups.com/questions/329/uservoice-or-get... Thanks

AznHisoka 15y ago

Why not just have a general feedback forum. Don't look at StackExchange as a model example... just have a casual message board, where people will be more likely to comment on each other's feedback.

tdr 15y ago
I'd like to use the best tool for the most important aspect. Also, I prefer to use a solution built by a specialist and passionate team in that specific are. The message board is great, probably that's the most important channel for feedback. But there's also email and social. I'd like to integrate them

LukeRB 15y ago

Personally, I would say you should host your feedback/support/FAQ on Quora, per my suggestions in this post: http://www.quora.com/Airbnb/How-could-Airbnb-Support-be-improved/answer/Luke-Bornheimer http://www.quora.com/Airbnb/How-could-Airbnb-Support-be-impr... TL;DR: a) Quora has superior search and multi-layer taxonomy (see Quora Topics) b) Quora allows others to suggest edits on content -- crowdsourced proofreading and updating! c) Quora allows users to create content for you -- crowdsourced documentation (coincidently building a hiring pipeline)! d) Airbnb's mission/business is to help people list and book places to stay, Airbnb's mission/business is not to engineer a great help center or build a collection of all the questions and answers people might ask about Airbnb. Focus on what you're passionate about -- hosting cool places to stay. e) Quora's mission is to be "a continually improving collection of questions and answers created, edited, and organized by everyone who uses it." [1] In essence, it's Quora's mission to organize exactly this type of information...why not use it for what it's trying to be?

fabiandesimone 15y ago

Take a look at http://www.helpjuice.com http://www.helpjuice.com (founder hangs around HN a lot)

hajrice 15y ago
Thanks, Fabian, I really appreciate it