How do you respond to a customer feature request?

How do you respond to a customer feature request?

Overarching principles for communicating with customers

1. Be open and honest.
2. Be grateful for their effort.
3. Be courteous, not scripted.
4. Don’t make promises you can’t keep.
5. Show understanding.
6. Find their real need.
7. Offer workarounds.
8. Give an honest explanation.

What is the difference between a bug and a feature?

A bug is a discrepancy between how code is actually working and how our code was intended to work. A feature request requires new code to satisfy a case that can’t be handled by the current codebase.

How do I raise an enhancement request?

To raise a Product enhancement or new feature request

1. Select the “Add a New idea” button,
2. Provide a high-level Summary and detailed Description,
3. Select a product Category area.
4. Finally share the idea to submit it.

How do I decline a feature request?

3. Craft your responses with care and patience

1. Thank the customer for taking the time to contact you and offer you feedback.
2. Say that you do care about customer feedback (specify how exactly – don’t just say ‘we care about customer feedback’)
3. Say you won’t be implementing their feature request – make sure you are factual.

What is bug feature?

Feature. Definition. Something that can be reasonably viewed as a problem based on current requirements. Something that hasn’t been requested in current requirements.

How do I manage feature request?

Your Top 7 Tips For Managing Feature Requests

1. Put everything in one place.
2. Create a system for receiving and managing feature requests.
3. Respond – personally, promptly and honestly.
4. Categorize and Prioritize the requests.
5. Discuss the requests with colleagues and other customers.
6. Stay in touch with customers.

What is an enhancement request?

An enhancement request is a piece of functionality that was not specified at the time that the code was written, or an extension to what is already present. Undocumented functionality is considered an enhancement request.

What is a enhancement request?

How to write a good feature request in Stack Exchange?

Write a feature-request that others can agree with. Write a feature-request that other people would appreciate if it’s implemented. If you think it’s a good idea, but you think of many disadvantages, it’s probably not a good feature-request. Make sure the Stack Exchange people are able to do it.

What’s the right way to respond to a feature request?

Whether that’s with a polite, personal response, or an actionable idea handed on to product or engineering, when customers have made the effort to offer a feature request or suggestion, it is only right for us to make sure we respond in a manner that builds long-term customer success.

What happens when a user asks for a feature?

If you work in customer support, you’ll likely encounter a familiar situation: a user will ask about a feature your product doesn’t support. Even the best products with the most passionate users will have these “ success gaps ” – a disparity between your product and the user’s desired outcome.

How to write a good feature request in meta?

For example, The colour of the Meta.SE banner should be inverted to black-over-orange, rather than white-over-blue: Could we change the colour of the Meta.SE banner to something other than white-over-blue: Include images that would make the request tangible.