Item: Receptive.io (discontinued)
Rating: 9
Author: Elisabeth Hunt

Overall Satisfaction with Pendo Feedback (formerly Receptive)

Use Cases and Deployment Scope

We use Pendo Feedback to gather enhancement ideas from our end users. Our support team directs any such ideas to Feedback, and we have a widget in our software that directs users there as well. Our product team - the product owners specifically - also use Feedback to help prioritize their work.

Pros and Cons

Pros

Allows end users to prioritize their requests - and shows them that prioritizing one de-prioritizes the others.
Provides decent reporting so I can see what users want filtered a variety of ways.
Has a great "director dashboard" I can use to show the CEO how much time it's saving us.

Cons

I wish I could customize exports; e.g. if I just want to export all items and the number of votes.
Managing my "team" users vs. end users is a little clunky.

Return on Investment

We were managing these enhancements in our support ticketing system, using spreadsheets, and it was TERRIBLE. Being able to tell a user "Great idea! Submit it to Feedback!" has saved my support team hundreds of hours.
We have reduced incoming support requests when the request is really an enhancement - the ability to have a "Suggest Features" widget in our software sends users straight to Feedback.
Because we can make some fields required, we can cut down on the need to reach back out to our users for clarification.

Support Rating

The support team is great - responsive and helpful.

Key Insights

Do you think Receptive.io (discontinued) delivers good value for the price?

Yes

Are you happy with Receptive.io (discontinued)'s feature set?

Yes

Did Receptive.io (discontinued) live up to sales and marketing promises?

Yes

Did implementation of Receptive.io (discontinued) go as expected?

Yes

Would you buy Receptive.io (discontinued) again?

Yes

Likelihood to Recommend

This is a great tool for getting your end-users' enhancement ideas under control. It's self serve and the users figure it out very quickly. We are not integrating it with our other tools, so your product owners have to be proactive in connecting ideas captured in Feedback to work items (we use Jira, and just insert a link to the Feedback item into the Jira ticket.) The ability to mark an enhancement as "released" and instantly email all the users who were voting for it is great. I also love the ability to customize the emails that go to "subscribed" users when an enhancement idea's status changes.

Comments

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Pendo Feedback: Give your users a transparent place to make suggestions