Here in the Seller Community we get a lot of feedback about what’s working well, as well as things we could improve. It can be incredibly insightful for us to hear firsthand what’s not working for you and how we can fix it.
When we receive feature requests in the Seller Community a few different things happen behind the scenes. We thought we’d pull back the curtain and share some of our processes with you. Read on to learn more!
The Life of a Feature Request
- Customer advocacy - The first thing we do internally is share your request with the people building our products. From data-centric approaches like tracking the request in our internal databases, to more qualitative methods like the Community team talking directly with the Product teams, we make sure your feedback and ideas get to the right people.
- Look for an alternative - We always try to provide a workaround when it makes sense. Even if our products don’t do exactly what you need them to, we want to help you get closer to your goal. Many times we’ve heard the request before and have an alternative in mind. When we don’t know of a great workaround we turn to the Community to get advice from other sellers.
- Share a resolution - The best days for us (and we hope for you, too!) are when we get to share with the Seller Community that a feature request has been included in a Beta Program or has been built into the product. If you’re interested in seeing a resolution or participating in one of Square's Beta Programs make sure to subscribe to a thread so you’re notified if we update it.
But what if there isn’t a resolution?
Even the best feature requests take time for our team to build. Our Product teams take a lot of things into consideration when developing new features and addressing limitations of current features. Customer feedback is one huge piece of the puzzle that impacts prioritization, but it’s not the only piece.
Even in those cases where a resolution is not yet available, we continue to take our jobs as customer advocates seriously and we’ll keep funneling your feedback to our developers. If we can’t prioritize a feature, we also give feedback to our partnerships team so they can look for great opportunities to partner with other companies who specialize in the features you need.
Sometimes we don’t have an update for weeks or months. In those cases, thank you for bearing with us. We know it can be frustrating, but we are continuing to work on your behalf. As soon as we have an update, we’ll post to let everyone know.
Thanks again for sharing your feedback with us!
️ Helen
Seller Community Manager
