Replying to the feature requests that your team is working on:
Let your customers know that the feature they are looking for is in progress. Convey them that they can expect it shortly, but refrain from giving an exact date, and also offer to add their email to be updated.
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Hey there Mark!
Thank you so much for reaching out. Always awesome to hear from those who are on board with us. 🙂
As for the feature you mentioned, yes, our team has been working on it since a while. Although I am not able to give the exact release date at this point of time, I would like to let you know that it will be live shortly.
Would you mind adding your email id to {{FEATURE REQUEST LINK}} so you’ll be one of the very first users who get the updates in their mailboxes?
Anything else I can help you with today, Mark? I’ll be more than happy to do so. 🙂
Avadhoot
Customer Happiness
Key Pointers:
Try
- Thanking the customer for reaching out.
- Complimenting them on their suggestion and using that as a jumping off point for the conversation.
- Refraining from giving exact ETA (Estimated Time of Arrival).
- Keeping them in loop so they get all related updates about the feature requests they’ve put forward.
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