Folge uses FeedBear to build stronger customer relationships

Folge is a must-have tool that simplifies the process of creating step-by-step guides and documentation. Instead of taking and annotating screenshots manually, Folge captures your workflow automatically and allows you to easily edit and customize each step. It also lets you export your guides in 7 different formats, including PDF and Word.

Oleksii, the founder of Folge, was looking for a tool that could help him collect and analyze customer feedback in one place. He needed a way to understand the features his customers wanted most, but the process of doing this manually via email was time-consuming and tedious. After trying several tools, he discovered FeedBear and was impressed by its capabilities.

To validate the most requested feature requests, Oleksii sent emails to 200 clients and manually organized and analyzed the results. The results matched exactly with the most voted suggestions on FeedBear.

FeedBear is now fully integrated into Folge's system. In our conversation with Oleksii, he shared his positive experience with FeedBear.

The Story

We started off by being interested to know about Folge, and how he stumbled upon the idea of building it. He had an interesting story to share with us.

My name is Oleksii and Folge is a one-man company. I'm originally from Ukraine and I've been living here in Berlin for the past nine years. And during my, my day, I'm an engineering manager for a startup, but you know, like a lot of indie hackers during the night, I do my own thing. And right now working on this app called Folge. Folge in German means follow. The app is about, creating step-by-step guides. So basically, I was trying to come up with my idea for a long time. And at some point, I was blessed by my old itch. Like one of my tasks at my previous job was actually to create a couple of onboarding guides for freelancers, and I had to like take screenshots, put them in the pixel meter, just point out some errors, put them in a doc, write text, and then change everything if something has changed. And it was a pretty boring and manual experience. So I decided to look for an app that could do that. And surprisingly, there were almost none. There were two apps, but one of them was discontinued. The other app was merely alive, and then it was actually bought by another company. So I decided to like quickly hack around something. I built a prototype. I remember I used BetaList for the first initial promotion. And then like I started to slowly collect my user base and release new versions. And then in a year’s time, I released my first 1.0 version.

The Problem

Oleksii shared with us the problem he was looking to solve using FeedBear.

Well, basically, I needed a centralized place where I can store all the user feedback and feature requests. And the problem for me was that, at some point when I went over to like 1000 users or 2000 users, I started to get a lot of emails daily suggesting things, asking questions. So I felt the need to have it somewhere in one place online. And that's the moment when I started to look for a tool like it. And one day I stumbled upon FeedBear. I liked it, I liked the functionality. It was basically everything that I wanted to see. And boom, that's why I'm using it. 

Why FeedBear?

We were curious to know why he liked FeedBear and whether he tried any of our competitors before finally choosing FeedBear.

I wanted my users to also be aware of what other users are asking, right? So that they could just suggest things, and vote on them. And for me, it would be useful to actually see what kind of features are the most requested ones. Because I would say that when you have a web app, you kind of hold the luxury of releasing things as soon as possible. You can quickly do a prototype of a feature, ship it, and boom. If people didn't like it you revert it or you change it.  But when you're working on a desktop app, your release cycle is pretty long. It takes time to implement something, to throw it tested because I need to make sure that there aren’t any bugs, and then ship it, and then finally I can get some customer feedback. I have some customers to whom I ship a beta version of the app and they tell me what they think. But still, it's kind of like a very long and tedious process, so that's why I needed some tool where I can actually get the feedback on the suggested features from my users so they can vote and they can actually see this is what we need.

The Experiment

Oleksii conducted an interesting experiment to test the accuracy of FeedBear by sending a parallel email blast to approximately 200 users. The email asked them to identify the single most important feature that he should focus on improving. The results of the experiment were impressive and shareworthy!

I can share one example of when I felt really glad. So just a couple of months ago, I sent a newsletter to all of my users and asked them to answer one single question – what is the most important feature you like? Within a couple of days, I received around 200 emails or something and I had to manually go through them, put them in the Excel spreadsheet and just basically vote on the behalf of the users. And the outcome was great because I would say four out of five or six features that were requested by everyone were actually the most voted features on FeedBear. It was so perfectly aligned that I decided not to even bother my users with the emails anymore. Just fully use FeedBear and educate my users that they are always needed to reflect their requests and feedback on this board, rather than just send me an email about it.

We asked Oleksii about the reasons that set FeedBear apart from its competitors and made it his final choice.

Before FeedBear, I was using a tool called ShipRight. I used it for maybe six months but didn't like it. It was like as you start with a tool, you get the first data in there, and then you kind of stick to it even if you don't like it. But then at some point, they just send me an email, that we're shutting down. And that's where I actually started to do the real proper research. And that's where I found FeedBear.

Before purchasing a tool, it is common for people to have concerns and doubts. We asked Oleksii if he had any before deciding to use FeedBear.

Honestly, I didn't have any doubts. I just started using it. Well maybe like my tiny doubt was that FeedBear might also shut down at some point, right? But, I mean this is something that could happen at any point. This is life. So that wasn't a huge issue for me.

It is crucial for us to understand how FeedBear has improved our customers' feedback system and strengthened relationships with their user base. Oleksii explained his customer-centered approach and how FeedBear successfully addressed these issues.

The first and most important thing for me is that people are voting for each other's features. This gives me an insight into what exactly people want – what the majority of people want. Then like a lot of people when they see some feature requests, they actually go inside and write some comments, and sometimes these comments give me more understanding of what they want. And, also I would say that whenever the users write me some feedback or feature request, I immediately usually put it on FeedBear. And they actually appreciate it because their words gain some attention and publicity basically. So this gives them some reassurance that they won't forget their issues. My customers see this publicity and that all requests are moving from one column to another in the roadmap, which means that their words are being heard and worked upon. When this work is delivered, they get more bonding or connection to the product. In other words, they get a feeling of ownership like that of a stakeholder.

Oleksii shared that he has discovered some best practices when using FeedBear and has found successful ways in getting users to the platform.

Well immediately putting all the feedback in there like this is probably the best of the best practice. Like always reflect what users tell me on that board. Either create new cards on their behalf or just vote for the existing ones. I have a link on my website. I have a link inside the app and it's actually even highlighted. So people, pay attention to it. So whenever people buy a license, I write them an email and it's a manual process and takes time. But I try to find out something new about this client or something unique. I write them an email and if it makes sense, I also include the link to FeedBear in it. When people are writing me emails with requests, in a very polite mode, I again send them the link and say, please, could you use this word? Because it would give everyone insights. Your ideas will allow people to vote on your feature request, and if they vote, it means I will implement them faster.  I try to build relationships with every user. So for me, actually FeedBear is very important because it's like a jigsaw puzzle. So like I build more relationships using this tool. So maybe if I didn't care that much about users, I wouldn't pay a lot of attention to the feedback.

Oleksii’s message to anyone sitting on the fence right now, wondering to sign up.

I would just say, I mean, if you care about your users and you want to build a strong product that is required and needed, then you need to start using FeedBear. Because that would be your customer-centric tool to build a stronger customer-centric product.  We really enjoyed speaking to Oleksii and hearing about his view on how a customer-centric company can use FeedBear to understand and work with its users in a better way.

Speaking to Oleksii was refreshing and helped us get an idea of what just a simple tool like FeedBear can do to help build stronger relationships.

If you’re ready to do the same - you can get set up in minutes and try FeedBear free for 14 days. No credit card is required. 

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