If your organization recently started with Usabilla or if you recently took over the Usabilla account owner's position, this guide is for you. In this guide, we will run through the different account management features that will help you to ensure your team gets the most out of Usabilla.
A Usabilla account
The Usabilla account Owner role or Administrator rights
Colleagues to work with you in Usabilla
Basic knowledge about your Usabilla product
The very first thing to think about when starting as a Usabilla account owner is team management. This entails inviting your team members to Usabilla, setting their permissions and ensuring they have access to the right data.
Team members in Usabilla can be invited by heading to the Team Management page. This page is only accessible when you have the Account administrator status in Usabilla. Of course you can reach out to your Customer Success Manager in case you don't have the administrator status.
When inviting new users, it's up to you to decide to which feedback buttons they have access and which permissions they get. More information about permissions is available here.
We recommend you provide access to as many users as possible. Making sure that everyone who needs to access Usabilla uses their own account allows you to set the right permissions for everyone.
Tip: Make sure your company gets most out of Usabilla by ensuring that all colleagues know now to gain access. Note that the Usabilla support team cannot invite users on your behalf. Instead, it's good practice to use your intranet or internal knowledge sharing system to clarify which colleagues have admin rights in Usabilla.
Once your team hopped on the Usabilla bandwagon, it's time to lay out some ground rules for collaboration in Usabilla. Depending on your organizational structure, there are different ways in which you can distribute tasks.
We recommend you to at least think about processes for the following:
1. Manage passive feedback channels
By using Usabilla for Websites - Passive feedback, Usabilla for Apps - Passive feedback or Usabilla In-Page, you essentially add new channels through which your users can provide feedback. In most cases, this means that new feedback will come in on a continuous basis.
In order to ensure that this feedback is managed consistently, it's best to make one user or a small team responsible for managing the feedback. Help these designated colleagues to automate as much of their work as possible by configuring email notifications and integrations. Think about - for instance - creating a Slack integration to keep your team, or even the entire organization, up-to-date.
2. Form naming conventions
It's quite easy to create new campaigns in Usabilla on the fly. While this is a great benefit, it is important to keep a good and understandable overview of these campaigns. Therefore, we recommend you stick to a naming convention for the forms and surveys that you create. An example of a naming convention is:
[Department] - [Language] - Description - month year
This would then translate to:
[Customer Service] - [En_US] - NPS survey - May 2018
Be sure to spread the word about your naming convention on your company intranet or communication channel.
3. Manage active feedback channels
By active feedback, we refer to feedback channels where you take the incentive and actively ask your users a question. Examples are feedback deriving from Campaigns and Usabilla for Email. Normally active feedback is of temporary nature. This means that a workflow that involves active feedback is similar to the following:
- One of your team members has a question for which they would like to gather user input.
- They create a Usabilla Campaign Survey and publish it on their website.
- While the survey is live, they will monitor it to ensure that responses are coming in as anticipated.
- As soon as enough a sufficient amount of responses has been collected, your team member will deactivate the campaign and analyze the responses.
This flow works best if your team members have autonomy over active feedback on the digital channels they are responsible for. This means that they can run surveys and gather valuable user input whenever they have a need for doing so. However, you will always want to make sure that your active feedback collection tools look consistent to your end users.
Tip: If you work with large teams, it might be a good idea to have designated "Usabilla team leads" in place. You can then separate the permission to create Campaigns and the permission to publish them to ensure that there is always someone to check for consistency.
Have a look at our Campaign Dependencies guide for more information on how you can ensure that individual users see the right amount of surveys.
Keep your team up-to-date with the latest Usabilla features and make sure there is a platform available for sharing learned lessons when it comes to listening to the voice of your users. Let's look at some ways in which you can facilitate knowledge sharing within your team.
1. Product Update emails
Ensure that your team members receive the Usabilla Product updates right in their inbox. This helps to make your team aware of Usabilla's latest features. Product update emails are usually shared once a month.
Team members that have access to Usabilla should already receive these updates. Reach out to your Customer Success Manager if you would like to add team members or aren't sure about which of your team members receive the updates.
2. Communication channel
In order to stimulate engagement and alignment within your team, you can setup a dedicated Usabilla space in your organization's communication channel. For example, are you using Slack? Set up a dedicated Usabilla Slack channel and perhaps even push feedback to this channel automatically.
3. Internal Guidelines
Make sure that everyone is on the same page by creating internal Usabilla guidelines. In these guidelines, you can describe how your organization uses Usabilla, where information can be found and whom they should reach out to with questions.
4. Team get-togethers
Does your team organize regular Show and Tell or Lunch & Learn sessions? Especially if your organization is starting out, it might be a good idea to put customer feedback on the agenda. These get-togethers are a great platform for sharing learning from your feedback as well as tips and tricks for collecting user feedback.
Once you follow these steps, you should be all set to pick out the Usabilla account owner role. Of course, you can always reach out to your Customer Success Manager or [email protected] for questions.