Feature Request Visibility: Syncing Feature Requests to Product Owners

Presented by

Johnathan McGowan

About this talk

Customers will often suggest product enhancements within a complaint. What do we mean by this? Well, when a customer perceives a deficiency in your product -- they'll log a ticket. In that ticket, they'll gripe about XYZ and then suggest an improvement to your product. More often than not, your Operations Team is providing a quick fix to the problem. Maybe it's a refund to appease the customer, or possibly a voucher as a "make good" for the complaint. What your Operations Team may not be doing is properly communicating the suggested enhancements to your product management team. In this Friday webinar, we will explore best practices of training your Customer Service team to properly tag ZenDesk tickets for escalation into Product Management tools like Jama Software. With comment synchronization, your Customer Service team can also provide insights to further explain the "voice of the customer" to your product management team.
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ConnectALL is a value stream management company dedicated to helping customers achieve higher levels of agility, traceability, predictability and velocity. We do this by connecting people, processes and technology across the software development and delivery value stream, enabling companies to align digital initiatives to business outcomes and improve the speed at which they deliver software. ConnectALL’s value stream management solutions and services allow companies to see, measure and automate their software delivery value streams.