How to handle feature requests from users with Intercom and Github

A hands-on process we use to get from feature requests to happy customers

Photo by Clem Onojeghuo on Unsplash

Doing lean startup and customer development in practice is a challenge. Here is how we at gixtra.com get from features requests of users to happy customers.

The full process

Here is the process in short. I will describe it in more detail below.

1. Receive requests via Intercom
2. Create a user story in GitHub and link it to Intercom conversation
3. Prioritize backlog on GitHub
4. Implement
5. See conversation pop back up in Intercom after closing GitHub issue => inform customer
6. Evaluate metrics of new feature and ask customer how they use it/like
   it
7. Remove feature, if it doesn’t bring enough value for core customers

1. Receive requests via Intercom