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Solutions

Plan the right solution and close the loop.

Keep the customer’s problem separate from the fix. Compare ideas, follow them from planning to release, and tell the customers who asked.

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The problem

The first idea is not always the best fix

When a request goes straight to the backlog, the team builds what one customer suggested, not what the problem needs. After the release, the customers who asked never hear back.

  • Requests turn into tasks too early
  • The reasons behind decisions are lost
  • Customers are not told when it ships

How it works

Three simple steps

  1. 1

    Start from the need

    Each solution is linked to the need it solves. One need can have several ideas.

  2. 2

    Decide and write down why

    Move the solution from evaluating to planned, in progress, and released. Add a short reason at each step.

  3. 3

    Tell the customers who asked

    When it is released, see the companies and people who asked. Post the news to Slack if you like.

A closer look

From the first idea to a happy customer

  1. A reason for every decision

    Add a short comment when the status changes. Months later, anyone can see why the team made the call.

    • The comment stays with the solution
    • A full history of status changes
    • No digging through Slack or old notes

  2. Tell the right people after the release

    CustomerSaid lists the companies and people who asked for the solution. Your team knows exactly who to write to.

    • Companies and contacts linked to the need
    • An optional Slack post when it ships
    • Customers see that you listened

  3. Ideas that fit your product

    Add your website or help center. CustomerSaid uses it to suggest solutions that match how your product works today. Product descriptions never count as customer feedback.

    • Add a website, help center, or text
    • Suggestions take your product into account
    • Feedback and product docs stay separate

What you get

Why teams use it

  • Problem first

    Understand the need before you pick the fix.

  • A clear owner

    Each solution has an owner and a product area.

  • Decision history

    Read why something was planned, months later.

  • Slack updates

    Post to a Slack channel when a solution is released.

Who uses it

Useful for the whole team

Questions

Common questions

Platform

Related features

See what your customers actually need.

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No credit card · Free credits to start