Ask HN: tools for Customer Feedback

https://news.ycombinator.com/item?id=3639627

by tdr • 14 years ago

9 7 14 years ago

news.ycombinator.com

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• 14 years ago

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

tdr2• 14 years ago

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

AznHisoka• 14 years 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.

tdr2• 14 years 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• 14 years 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-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• 14 years ago

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

hajrice• 14 years ago

Thanks, Fabian, I really appreciate it

Ask HN: tools for Customer Feedback

Related Stories