If you are in a SaaS business, chances are you get feature requests from customers all the time. Feature requests are messages that customers send to inquire about a feature that is not included in your product or service. Receiving feature requests should not be viewed as negative feedback. In fact, it means that your customers care enough to share their ideas on how they think you could improve your product or service.
However, many of those requests will not always align with your company vision or make sense for the majority of your customers. Regardless of if you’re going to implement the requested feature, you still need to respond to customers in a professional way and ensure your message leaves a positive impression. Here are some of the best ways to respond to customer feature requests, including those that don’t fit into your product roadmap, or might be possible but are not going to be implemented in the immediate future.
Managing feature requests can be challenging. While there isn’t a perfect way to reply to all customer feature requests as it largely depends on the context, here are 7 feature request-response email templates that can help you craft your own responses in an efficient way while ensuring your customers remain satisfied with your answer even if you have to reject their request.
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