[staller]

We use Intercom so our users are able to open up a chat and leave us feedback or get help when they need it.

From there we do some very light tagging that is looked over in a short monthly meeting.

We open tickets for bugs (as they come in) so they can be addressed.

[memn0nis]

Sounds like its mostly inbound from users? Do you also proactively reach out to customers for interviewS?

[staller]

Only recently we've started reaching out to our power users to get feedback on newer redesigns and functionality. I believe we reach out to them over Intercom & email.