Pendo Feedback Guide for Sales Teams

Note: There are two different ways your sales teams can use Pendo Feedback. Both options are outlined in this document. If you are using the Salesforce integration, sales teams should not be creating prospects within Feedback as outlines in Option #1.

Overview

In Pendo Feedback it's really easy to: 

  • Track & report on prospect requests 
  • Easily follow up with prospects as their requests are updated & released 

The goal:

  • To understand what the market wants
  • Product uses that data to guide what to build next

The incentive:

  • By tracking prospect requests, you are building a database of leads you can revisit as and when new features become available.
  • Win back customers! Use reports to find what has changed since a customer has unsubscribed

Why this is important:
Prospect tracking allows you to stay on top of which of your key prospects requested features, so as your product develops you can quickly reach out and close more deals faster.

When deciding what makes it onto your roadmap, you can analyze what's important to your prospects (and filter by estimated account value) in your SmartList (see how below).

There are two ways you can use Pendo Feedback. Both are outlined below. Ensure you know which you should use before proceeding.

Option 1: Use these instructions if you will be adding prospects inside Pendo Feedback

All you need to do is create the prospect's account in Pendo Feedback and add them to any requests they've expressed an interest in. You can also prioritize your prospect's requests on their behalf. 

Remember: DO NOT do this step if your company is using the Pendo Feedback Salesforce integration because it will cause duplicate Visitors and Accounts. Within Salesforce, you can simply add Contacts and Opportunities to existing Feedback requests, or create new requests. 

Add a prospect to Pendo Feedback

Select "Suggest" from the left-hand navigation, as if you were making a request.

Where it says "Requested by you", click on the link.

You can then type the prospect's name, before clicking on the "Add Visitor" prompt.

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Then, fill in the form with all of the prospect's details.

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This Visitor will then exist as a prospect within Pendo Feedback. You will be able to add new requests on behalf of the prospect or add them to existing feedback requests. 

Add a prospect to an existing request

If a prospect wants an existing request , you can search Pendo Feedback to see if it already exists using the search box. If it does, just open that request and under "Request activity" click the button "Add Visitor".

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Start typing the prospect's first name, and select the correct user. 

Create a new request on behalf of a prospect

If the request doesn't exist, just click "Suggest" in the left-hand navigation and add their request. Instead of adding it on your own behalf, click the "you" link under "Suggested by you" and you can search for the prospect's name. Select the correct user and they'll be tied to that request.  

Update prospects as requests are released

You can really easily see which prospects your sales team can reach out to next, by reviewing all of your latest releases. Click on "Releases" on the left-hand navigation and select the latest request. 

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To see which prospects were interested in a request, click through to the request page and use the panel on the right-hand side to filter down the list of users to prospects.

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Like in the image above, select "Prospect" on the "Account" section.

Any prospects that have voted for that request will be displayed below the filters.

Pendo Feedback doesn't send email notifications to your prospects. This gives you the opportunity to reach out when the time is right. 

How to subscribe to requests

If you want to receive an email notification when a request you are interested in is released, simply hit "subscribe to this" on a request page.

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The Prospect SmartList

To see what your prospects have requested, click "Reports" in the left-hand navigation.

You'll see a list of pre-prepared reports on the right-hand side. Simply choose "Prospect SmartList" to show the report you need.

prospect_smartlist.png

We use a variety of metrics, including priority and potential value, to create this SmartList. You can look at the vote counts to give you another idea of order.

If you need to, further filter this list by clicking the "Advanced" tab to see a whole range of options which will allow you to further filter the request list. 

Option 2: Use these instructions if you will be adding Contacts & Opportunities to requests using the Pendo Feedback Salesforce integration 

 If you are using the Pendo Feedback Salesforce integration, you will be able to add requests to Contacts and Opportunities form within Salesforce. 

You will not need to create prospects within Pendo Feedback because all the data will already be available in Salesforce and passed to Pendo feedback as part of our integration. 

Full instructions on how the Salesforce integration works is here.