We are always happy to hear our users' feedback. Here is how you can share your ideas with us.
Our approach to platform improvements
At CrossEngage, we take your suggestions & feedback seriously.
Your suggestions help us to identify the most important features, ideas, pain points, and opportunities enabling us to empower you to get the most value from our Product.
Benefits of suggesting platform improvements
By making a suggestion, you get to have a direct say in how our product develops over time. Ultimately, it allows us to work with you to build the best product we possibly can.
How to suggest a platform improvement
To submit your idea, first, click on the Help icon in the top right corner of the CrossEngage platform, then select "Platform Improvements" from the drop-down menu:
You will be redirected to our Platform Improvements Desk, where you can make your suggestion by clicking on the "Suggest a Platform Improvement" button:
Make sure to give your suggestion a clear title and a description that thoroughly describes your request.
What should be sent through the Platform Improvements desk?
What should not be sent through the Platform Improvements desk?
Questions regarding existing functionality
Both of which should be sent to our Customer Support team through our ServiceDesk portal (This can also be found in the drop-down menu mentioned above.)
What happens to your suggestions?
On receipt, your suggestion will be assigned the status “Newly Created”.
We aim to review suggestions within two or three weeks and will either ask for further clarification or assign the relevant status.
We take your suggestions seriously and while they may not be implemented immediately, they most certainly will not be ignored. We are building our long-term Product Strategy in accordance with our customers’ wishes because when you succeed, we succeed too.
What do the request statuses mean?
Pending review from the product team.
The suggestion is clear. The product team will review it and assign the relevant status.
It doesn’t fit our short-term Product Roadmap but will be considered in the future.
Aligns with our short-term Product Strategy and will be tackled according to priority.
In development (check comments for updates)
Live on the platform (check the status message for release notes, help docs, details, etc.)
This suggestion can already be achieved with a workaround or it does not align with our Product Strategy.
We will keep you informed by email if there is any change in the status of your suggestion.
How long will it be before the product team reviews my suggestion?
We review incoming suggestions within two or three weeks. If there is no clarification needed, we move them to the relevant status. Make sure your ideas are clear and concise.
All the suggestions with the “Future Consideration” status will be considered during our prioritization meetings. 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 “Future Consideration” status for months, even though it is high priority for us.
We understand that it could feel like your suggestion is being ignored, but we can assure you that this is not the case. Your suggestion may not be taken into development straight away but we still listen and build our long-term strategy with your suggestions in mind.
My suggestion continues to remain in the "Newly Created" status and I submitted it more than a month ago. What can I do?
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!