Hi there! Welcome to UserVitals! 👋
Here you can learn all the basics about our product before starting your journey with us.
Now let's get started! We’ll walk you through account setup, terminology, the feedback loop, and connecting integrations.
Setting up your account with UserVitals is easy and seamless with your website. Once you register for an account and fill out your company information, UserVitals will automatically create your associated customer portal. Your default customer portal subdomain will look like this:
Company Subdomain: acme
Customer Portal Link: acme.uservitalshq.com
If you would like to use your own website to host the customer portal, you can also set up a custom subdomain in the Settings page of the admin portal. Learn more.
Once in the admin portal, you can add your team members and start using UserVitals together.
Let’s outline the common terms and features of UserVitals.
An inbox message is a message obtained from a customer that contains product feedback within it.
These messages are either submitted by customers or your team members and oftentimes may include filler details that aren't exactly useful pieces of feedback. Therefore, inbox messages can be viewed as the original message, which after review from your team, can be converted into an insight and organized into a story.
An insight is a valuable piece of feedback obtained from customers that you can use to benefit or improve your product.
Here at UserVitals, we help pull insights for you from individual pieces of feedback like quotes, testimonials, and support tickets - all gathered from users from different sources. Insights can easily be added from anywhere using our product integrations, thus allowing all valuable feedback to be collected. Learn more.
A story is a collection of insights and feedback from different platforms.
Whereas insights are the raw details, stories form the larger picture of how your customer uses your product and how you can best improve it for them. Stories help you organize your insights in a way that best benefits your product decision-making. In UserVitals, we help you organize your stories by status, type, visibility, category, and labels. Learn more.
A product roadmap is where your team members and customers can see a visual representation of your product's upcoming changes.
Product roadmap items come from stories and are added and updated in the customer portal as you adjust the status of a story. With UserVitals, these updates can be made public or private at your discretion. Roadmaps allow your customers to quickly understand what's happening with your product and what updates they can expect next. Learn more.
A changelog is a list of product updates, such as product improvements, bug fixes, and new features.
These updates can be viewed via the customer portal, or through a changelog widget installed on your website. Celebrate your team's hard work and keep your customers in the loop by posting all product changes. Also, changelogs are a great way to showcase your team's commitment to using customer feedback to make impactful changes. Learn more.
The admin portal is the all-in-one place for you and your team members to access account settings and manage your feedback loop.
In the admin portal, you see all incoming insights, organize stories, create roadmaps, publish changelogs, and manage account settings. This is where you and your team can collaborate to review customer feedback and translate them into informed product decisions. Learn more.
The customer portal is the main touchpoint for your customers to interact with the feedback loop and stay updated.
This is where customers can directly submit insights, check the status of their past feedback, view your roadmap, and stay up to date on product updates. Through UserVitals, you can control the visibility of certain customer portal features, or even send private links for select customers to view. Learn more.
Within UserVitals, contacts are customers who have submitted pieces of feedback.
When insights are added, UserVitals will detect which existing contact it's coming from, or it will automatically generate a new contact for you. You can keep track of your contacts in the admin portal, and view all past feedback submitted by each contact. Learn more.
Submit feedback from any web platform using the UserVitals Chrome extension by simply highlighting the customer’s feedback, categorizing the insight, and sending it to straight your feedback portal. Learn more.
Also, you can integrate with your team's existing customer-facing platforms such as Slack, Intercom, and Help Scout. Integrations make it easier to submit feedback when and where you receive it. Learn more.
Now that you understand the basics of UserVitals, here's a brief overview of how you can use UserVitals to take care of your feedback loop from start to finish.
1. Capture valuable and constructive feedback - anywhere
Install the UserVitals Chrome extension to capture feedback from anywhere. Then, install our integrations for Slack, Intercom and Help Scout to let your team collaborate on customer feedback using existing tools. For your customers who want to directly add feedback, UserVitals' SSO authentication lets them seamlessly add it to the customer portal.
2. Obtain insights from its original source
Keep track of all of common feature requests, ideas, and pain points that come through customer channels. UserVitals enables you to capture feedback from a customer's direct words, instead of just hiding it behind an upvote. This way, you’ll be able to know what your customers actually want, and why - instead of just guessing.
3. Organize and prioritize your feedback using stories
Use stories to organize your insights and instantly obtain a cohesive and high-level view of your customer’s needs. Stories can be further organized by type (issue, feedback, or other), labels, categories, and priority. Now you can align your product and customer-facing teams to create plans backed by real user insights.
4. Create roadmaps to show upcoming product changes
Stories move along the roadmap when the status is updated to Planned, In Progress, or Completed. The customer portal can be configured to work as a public roadmap - so everyone can see what you are working on. Alternatively, keep it as a private roadmap - just for your customers or internal team.
5. Streamline communication and keep everyone in-the-loop
Make your customers a part of the conversation at every stage. Showcase your progress by sending out automatic emails to customers when the status of a roadmap item changes. UserVitals keep customers updated by showing them the status of their feedback submissions via the customer portal.
6. Announce product updates with changelogs
When a product change is completed, you can create a changelog entry to announce the details. The changelog in the customer portal contains the full list of previously posted changelog entries. To let customers view the most recent product updates seamlessly, you can add a changelog widget to your site.
And that's the overview of how to get started with UserVitals! 🥳
We're so excited for you to try out UserVitals, and we're happy to help you get onboarded! 😄 Just message us at firstname.lastname@example.org and we'll get back to you soon.