Case Study: Appcues closes the feedback loop with Canny

Appcues streamlines feedback and tracks 1,500+ votes with Canny

Appcues, a no-code onboarding experience tool, faced a significant challenge in managing a massive influx of unstructured customer feedback that was scattered across Slack and an unorganized Airtable base. This disorganized system made it impossible to properly prioritize requests or provide greater context, leading to a frustrating experience for both their internal teams and their customers, who were indirectly asking for a community feedback portal. The product team at Appcues realized they needed a dedicated solution to close the feedback loop and turned to the vendor Canny for its feedback management service.

By implementing Canny, Appcues provided a central portal for customers to submit and discuss feature requests. The solution integrated seamlessly with their existing tools like Slack and Salesforce, saving the team significant time in organizing feedback, finding beta testers, and prioritizing features based on MRR and vote counts. The results were a more streamlined process, increased customer satisfaction, and a positive impact on renewal decisions, with customers explicitly stating they stick around because Appcues listens to their feedback. The vendor Canny helped Appcues capture over 1,500 votes and achieve greater transparency.

Appcues