Lucid offers two cloud-based visual productivity platforms, Lucidchart and Lucidpress. Used in over 175 countries by more than 12 million people, Lucid has been growing at nearly 100% year-over-year, and the company relies on Slack to drive communication throughout the organization. Beyond their special interest channels and their love of gifs, Lucid uses Slack to save time in their product feedback cycle and to build tools that delight customers.
When Lucid decided to revamp both the technology and the design of their flagship product, Lucidchart, the team needed to stay on top of improvements that they needed to make, as well as identify and resolve bugs quickly that would impact core functionality. To get the necessary data, the product development team prompted the customer to provide feedback whenever they left the beta environment. Through a Zendesk integration, all customer feedback was fed into a #betafeedback channel in Slack.
For a company like ours, it’s imperative to be responsive. We have to show customers that we care and that we listen to them. Our Slack integrations strengthen the relationship that the product development team and Lucid have with customers.
“We would wake up in the morning and come in the office, and instead of waiting for somebody to process information or to export it out of Zendesk, we could see it from the day before, or the night before, and we could watch it come in real time,” says Matt Snyder, Director of User Experience Design.
The user experience, product design, and engineering teams monitored #betafeedback closely throughout the sprint. When a comment came into Slack via a Zendesk ticket, the teams used emoji reactions to mark it as read or critical. The group then kicked off a dialogue with internal teams in the channel.
“As we started to close the feedback loop faster, we were able to come prepared with recommendations for the next sprint’s priorities and with solutions in mind. Accessing real-time feedback in Slack rather than waiting on a report from the customer support team gave us more time to dive deeper into critical design and technical issues with the new product. Sometimes we were able to create prototypes, design solutions, and reach out to customers before the sprint ended. It just helped us close the loop faster.”