Feature Suggestion Policy

We are always happy to hear our users' feedback. Here is how you can share your ideas and feature suggestions with us.

Our approach to feature suggestions

Here at CrossEngage, we take your suggestions & feedback seriously.

We believe that listening to our customers, team members and prospects - by taking their ideas on board - is a sure-fire way to build a better product.

We use your suggestions to identify the most important features, ideas, pain points, and opportunities so that you can get more value from our product as efficiently as possible.

Benefits of making a suggestion

If you take the time to make a suggestion, it means that you have a direct say in how our product develops over time. Your ideas are valued and listened to, rather than filed away and ignored.

Ultimately, it allows us to work with you to build the best product we possibly can.

How to make a suggestion

To submit your idea, click on the "Help" drop-down in the top right corner of CrossEngage app, then choose "Suggest a feature" option:

You will be redirected to our suggestion portal, where you can make your suggestion by clicking on the "Make a suggestion" button:

Ensure you add a clear title and that the description thoroughly describes what you are asking for. Before submitting, please check if a similar request was already submitted. As you type, you will see existing requests displaying underneath the field.

What should be sent through Suggest?

  • Feature requests

  • Ideas

What should not be sent through Suggest?

  • Bug reports

  • Questions regarding existing functionality

Both of which should be sent to our Customer Support team through our ServiceDesk portal.

What happens to your suggestions?

At first, when we have just received your suggestion, it will be placed in a “Not Reviewed” status and will only be visible to you and our internal teams.

We will do our best to review your suggestion within a week and will either ask for clarifications, change status to “Awaiting Feedback” or deny it if we know of a simple work-around or your suggestion is already implemented on our platform.

After your suggestion is moved to “Awaiting Feedback”, it will be visible to all of our clients (don’t worry, your name and company remain anonymous at all times). At this stage we will be waiting for other customers to vote and prioritize it.

During our quarterly planning meetings the product team will discuss the highest priority suggestions and if they align with our current strategy, we will plan these into our pipeline and build them.

Even if it might seem at times that your suggestions are ignored, it is not the case. We are building our long-term plans and product strategy in accordance with our customers’ wishes because when you succeed, we succeed as well.

What do the request statuses mean?

Status

Details

Not Reviewed

Pending review from product / CS team.

Please make sure your suggestion is clear. Why do you need this? What is it stopping you from doing? What is the impact of that?

Awaiting Feedback

Gauging demand from customers / team members.

At this stage everyone can vote on and prioritize the item. The more votes your suggestion has and the higher those voters put its priority, the more weight it has in our quarterly planning.

Planned

Aligns with our vision and will be tackled according to priority.

Building

With development team - check comments for updates.

Released

Released - see status message for release notes, help docs, details, etc.

View the next quarter's roadmap and releases

We believe in complete transparency towards our clients, therefore, going forward, you not only make suggestions, but also view our current roadmap and past releases. You can navigate there with the left hand side menu in our suggestion portal.

Manage email preferences

After you use our suggestion portal for the first time, you will be subscribed to receive the following email notifications:

  • Status updates for features, you are subscribed to

  • Comments on features, you are subscribed to

  • Periodic reports on what has been released

  • Product emails regarding our latest ideas, research and other topics

To manage your email preferences, click on your profile page in our suggestion portal - a cog icon in the upper left corner near your name:

Another option is to filter your notifications using filters and labels in your gmail inbox.

FAQs

How long will it be before the product team reviews my suggestion?

We review incoming suggestions on a weekly basis. If there is no clarification needed, we move them to “Awaiting Feedback” status, which means that the item is visible to everyone (don’t worry, your name and company remain anonymous at all times) and available to vote on. Make sure your ideas are clear and concise so others can vote on it and prioritize. The more votes your suggestion has and the higher those voters put its priority, the more weight it has for us.

We hold global prioritization meetings quarterly. During that time we will discuss the highest priority items from our clients and if they align with our strategy and plans, we prioritize them for development.

My suggestion continues to remain in “Awaiting Feedback” status for months, even though it is high priority for us and has multiple votes.

It is possible, that we are building other higher priority items and didn’t yet have time to work on yours. Another option is that your request doesn’t align with our current strategy and plans yet.

We understand that it might feel like your suggestion is ignored, but even though we might not take it into development straight away, we still listen and build our long term strategy in accordance with the customer voice.

My suggestion hasn't been reviewed yet and I submitted it more than a month ago. What can I do?

If we haven't reviewed your item yet and it is a high priority for you:

  • Make sure it is at the top of your priority list.

  • Make sure your suggestion is clear. Why do you need this? What is it stopping you from doing? What is the impact of that? Please add these details in a comment on your idea.

  • Make sure your suggestion doesn’t have pending questions from our side. Check for them in the comments section of your suggestion.

Thank you for your feedback, understanding and support as we work together to build the best products possible!