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Folge is a desktop tool to create, manage and share processes and knowledge.

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Berlin, Berlin, Germany

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.

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

The Story

Oleksii is the founder of Folge, a one-man company based in Berlin. During the day, he works as an engineering manager for a startup, but at night, he works on his own project. He created Folge, which means "follow" in German, to simplify the process of creating step-by-step guides and documentation.

Oleksii got the idea for Folge when he had to create onboarding guides for freelancers at his previous job. He found the process of taking screenshots, editing them, and writing text to be boring and manual. He searched for an app that could automate this process, but there were almost no options available. So, he decided to hack around and build a prototype of his own.

After releasing his prototype and slowly growing his user base, Oleksii released the first version of Folge in just one year. As his user base continued to grow, he realized he needed a way to collect and analyze customer feedback in one place. He tried several tools, but none of them met his needs until he discovered FeedBear.

With FeedBear, Oleksii was able to easily understand the features his customers wanted most, and he was impressed by its capabilities.

The Problem

As his user base grew to over 1,000 or 2,000 users, he found that he was receiving a lot of emails daily with suggestions and questions.

He needed a centralized place where he could store all the user feedback and feature requests online. That's when he started looking for a tool like FeedBear. When he stumbled upon FeedBear, he liked its functionality and found that it was everything he wanted in a feedback management tool.

Since then, he has been using it to collect and analyze customer feedback in one place.

Why FeedBear?

Oleksii wanted his users to be aware of what other users were asking for, so that they could suggest things and vote on them.

He found it useful to see which features were the most requested, especially because the release cycle for desktop apps is longer than for web apps. With a web app, you can quickly release a feature, test it, and revert it or change it if necessary. But with a desktop app, it takes longer to implement and test a feature, so it's important to make sure it's something customers really want before investing the time and effort to build it.

Oleksii found that his beta users were helpful in providing feedback, but it was a long and tedious process. He needed a tool that would allow him to get feedback on suggested features from all his users, and allow them to vote and see what features were most in-demand.

That's why he turned to FeedBear, which provided him with a centralized place to store all user feedback and feature requests, as well as the ability for users to suggest, vote, and see what others were asking for.

The Experiment

Oleksii shared an example of when he felt really glad he had found FeedBear. A few months ago, he sent a newsletter to all his users asking them to answer one question: what is the most important feature they'd like to see?

He received about 200 emails within a couple of days, which he had to manually go through and tally up in an Excel spreadsheet. However, he found that four out of the five or six features that were requested by everyone were also the most voted for features on FeedBear.

This was perfectly aligned with what his users wanted, and he decided to fully use FeedBear and educate his users to reflect their requests and feedback on this board rather than sending him emails.

A customer-centered approach to product development

Using FeedBear has allowed Oleksii to take a customer-centered approach to his business, and the platform has successfully addressed several issues he had been facing previously.

The ability for customers to vote for each other's features has given him a better understanding of what the majority of users want, allowing him to prioritize features that are most in demand. This has helped him to develop his product roadmap more effectively, and to deliver what his customers are looking for.

The comments that customers leave on the feature requests provide him with valuable insights into the specific needs and wants of his user base. This helps him to design and develop features that are more closely aligned with his customers' requirements.

The fact that customers can see their feature requests moving from one column to another in the roadmap is also a significant benefit. This gives them a sense of ownership in the product and makes them feel valued.

By using FeedBear to publicly display all feature requests and their progress, Oleksii's customers can see that their feedback is being heard and acted upon. This reassurance means they are more likely to continue using the app and provide feedback in the future. This fosters a stronger connection between the customers and the product, making them feel more invested and engaged with the app.

Best practices for successful feedback management

Oleksii has discovered some best practices when using FeedBear to collect and analyze customer feedback. The first best practice is to immediately put all feedback on the platform. Oleksii reflects everything his users tell him on FeedBear by creating new cards on their behalf or voting for the existing ones.

Another best practice is to have a link to FeedBear on the website and app that is highlighted for people to pay attention to. He even includes the link in the emails he writes to clients when they buy a license or make a feature request.

Oleksii's last best practice is building relationships with every user. He explains that FeedBear is like a jigsaw puzzle that helps him connect with his users. By using the tool, Oleksii can pay a lot of attention to his user's feedback and build more relationships with them.

Oleksii’s message to anyone sitting on the fence

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. It will be your tool to build a stronger customer-centric product. 

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. 

Ready to get started? Start a Free Trial Today!


Folge is a desktop tool to create, manage and share processes and knowledge.

No items found.
Berlin, Berlin, Germany

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