Build a structured customer feedback collection system
In response to customer feedback scattered across multiple channels such as emails, WeChat, meeting minutes, etc., Basecamp'sClient Collaboration + Privilege ControlFunctions can be systematically decoupled. Specific implementation programs:
- Establishment of customer-specific areas
Enable "Customer Access" in project settings to open only message boards, specific document libraries and approval task lists. Hide internal chat and draft files. - Design Feedback Templates
Create a standardized "Design Feedback Form" in the document library with mandatory fields such as version number, location of the modification, and content of the suggestion to avoid fragmented representations. - Implementing feedback closure
Create a separate task for each customer comment, set the status of "pending customer confirmation", notify the customer of the review via Pings private message after the modification is completed, and the system automatically records the complete interaction history.
Caveats:
- It is recommended that customer feedback be collected and organized uniformly every Wednesday afternoon to avoid interrupting the workflow at any time
- Exclusive projects can be created for key customers, and non-key customers can be consolidated into different areas of the same project.
- Reduce duplication of communication by utilizing the file version history feature to show modification tracks
This answer comes from the articleBasecamp: an online project management and team collaboration toolThe
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