How are product teams approaching remote work and collaboration in 2021?
Since its inception, Productboard has provided a new way for customer-driven product organizations to deliver the right features to customers, faster. Its native integrations with common customer feedback channels have allowed product teams to consolidate large volumes of feedback and identify trends around what users really need. But as user feedback continues to arrive through an increasing number of channels, it has become clear that only an open API can help product teams leverage feedback from any source.
Today Productboard released the Notes API, which allows product teams to consolidate product ideas, requests, and feedback from any source in the organization.
Integrate with any source of user insights and product feedback:
The Notes API is a first step toward creating an open platform that supports seamless workflows between Productboard's product management system and the other digital solutions organizations use.
With the Notes API, product teams can build their own integrations to import ideas, requests, and feedback from any source as new notes on Productboard's Insights board.
Additional data fields supported:
As part of the Notes API beta program, a number of Productboard customers have already begun developing integrations on the Notes API for use by internal teams.
SumUp, the digital payments provider, receives customer feedback from many of its 2.5M merchants in 33 countries by email, phone, WhatsApp, among other sources. Making sense of all of this feedback, and tying it back to feature ideas was a challenge. SumUp adopted Productboard as a single source of truth for prioritization and roadmapping, but when their team heard about the Notes API they saw its promise in allowing them to consolidate a lot of their user feedback as well, starting with the inputs already captured in Salesforce Service Cloud.
Previously SumUp's product team had set up a simple workflow from Salesforce to productboard that relied on email and was manually triggered once a week. With the Notes API, they can automatically push every Salesforce case that contains product feedback to productboard as soon as it arrives. The day after the SumUp team started using the Notes API, they were already pushing hundreds of pieces of feedback to productboard.
It took SumUp under an hour to set up their integration. Not long after they had a critical new system up and running to support newly-remote product teams working across several continents, preparing to launch three timely new products.
“With productboard, we have a single picture of our big company initiatives, and now with the Notes API we have a single way to get feedback on the products we’re building.”
At Dixa, “customer-loving” is core to their company identity and product offering — a customer service and engagement platform.
Dixa's product organization is committed to practicing this customer-driven approach themselves and have already begun using the Notes API to capture product inputs from customer success managers, success engineers, and sales executives via Airtable and Jotform, a survey tool.
“At Dixa we’ve been customer-driven from the start. But increasingly we’ve adopted the Product Excellence mindset in terms of the way we are leading the organization forward with clear vision, strategy, and execution, all guided by user insights.”
Next up? As part of a partnership with Productboard, Dixa plans to unveil an integration that would allow any Dixa customer to flag product inputs in customer support tickets and capture them in Productboard.
Partners of Productboard have also begun creating integrations for use by shared customers and the broader product management community.
With Productboard and Typeform, beautiful forms meet Product Excellence. Typeform has published a new Productboard app that product teams can use to collect insights from colleagues and customers.
The app makes it easy to funnel customer survey results to the product team — such as quarterly surveys or churn reports managed by customer success, or loss analysis compiled by marketing or sales. These often provide invaluable feedback on pain points, product gaps, and dealbreakers that contribute to customer churn.
Typeform can also be used to provide structure to feature requests submitted by colleagues. Product teams can set up forms to intake these requests, requiring colleages to provide additional context such as underlying need, the importance of the request, and additional information on the type of customer making the request.
One more popular use for Typeform by product managers is to survey users for more information on needs they've expressed in the past, or to validate that the product team has designed a new feature in the optimal way. This information too can now be captured in Productboard.
Tray.io’s General Automation Platform now has a new Productboard connector allowing users to integrate Productboard with any applications in their tech stack using the Tray Platform’s visual workflow builder.
The Tray Platform has hundreds of pre-built connectors, many of which help users consolidate and take action on valuable product insights and feedback from colleagues and customers. That includes Salesforce, Salesforce Service Cloud, Hubspot, Gong.io, Airtable, Drift, Freshsales, G2 Crowd, Gainsight, Twitter, and Google Sheets.
For example, the automation workflow above allows you to connect Salesforce to Productboard. When a win/loss analysis is recorded on an Opportunity record on Salesforce, the record is automatically sent to Productboard. This feedback from the field is incredibly valuable for product managers.
Frame AI helps CX leaders operationalize Voice of the Customer programs by collating customer conversations across many sources and automatically analyzing them with artificial intelligence.
One common Frame AI use case is to help CX teams surface common requests and pain points with product teams. With the Frame-Productboard integration, tickets and conversations with a designated tag applied can automatically be sent into Productboard — tags, content, and embedded graphics included. It's also possible to push Frame visualizations representing recent trends relevant to the product team into Productboard.
By surfacing actionable insights for the product team in this way, organizations can multiply the value of their existing investments in solutions like Zendesk, Intercom, Slack, and survey tools.
Mattermost is a flexible, open-source messaging platform that enables secure team collaboration.
While using their own product to communicate with colleagues, their organization has experienced firsthand how often product feedback is posted to Mattermost, but how difficult it is to capture it to inform product decisionmaking with real data.
With Productboard's Notes API, Mattermost has been able to develop a new Productboard plugin, now for use by any Mattermost customer. It makes it easy to push select conversations from Mattermost into Productboard and navigate between both systems, from source conversation to resulting note. It's a whole new way to ensure no insights from colleagues slip through the cracks.
The Notes API is available to Productboard customers on the Team plan and above. To get started, workspace admins can generate a developer token from the Integrations page in workspace settings and refer to the Notes API Reference.
Would your customers benefit from capturing valuable product inputs from your solution by sending them to Productboard? Partner with us! Reach out to firstname.lastname@example.org.