Emily Hackeling:

Even the best products with the most passionate users will have these “success gaps” – a disparity between your product and the user’s desired outcome.

It’s easy to respond to these feature requests with a generic “Keep an eye on Twitter for updates” response or a pre-canned “We’ll pass your feedback onto the product team” message, but we’ve found that it’s valuable to mine these feature requests for deeper information so that you fully understand what the customer is trying to achieve.

That way, you’ll be able to strike a balance between keeping customers happy and collecting valuable information that will improve your product’s core value.

Here’s our best practice guide for handling feature requests in customer support.

Read the rest of the article to learn more.