How we handle feedback

Receiving and acting on user feedback is key to our development process. Here's how we make sure that every piece of feedback is valued and utilized to improve our product.

Logging Feedback

We make sure that all user feedback is logged using Linear.

Every piece of feedback provided by users is logged into Linear and linked back to the original ticket. Tagging each feedback request helps us track how many people are asking for features in the product and also helps us follow up with the user for further questions on their use case and need for that feature. This process allows us to track the progress of each feedback item from submission to resolution.

Internal Advocacy

Feedback is a critical part of our all-hands.

During our weekly all-hands meetings, we report on the feedback received from the previous week, paying special attention to highlight support volume based on our categorization. This transparency ensures that the entire team is aware of what type of support we're seeing on a weekly basis.

The Fixer

We have a weekly sync call with The Fixer to address open escalation tickets.

Each week, we hold a dedicated sync meeting with The Fixer, a rotating engineering role responsible for addressing bugs and improvements. During this sync, we review open escalation tickets from the Fixer Engineering board, prioritize issues based on their SLA, and ensure that critical customer feedback is being addressed promptly. This direct collaboration between Success and Engineering ensures that escalated issues have clear ownership and are resolved. Learn more about The Fixer role and how it helps us maintain product quality.

Feedback Friday

We send a weekly feedback newsletter with the entire team.

Every Friday, the CSE team sends out an internal newsletter called Feedback Friday to the entire team. This goes into great detail than an all-hands can. Feedback Friday includes regular sections such as Trending Requests, Existing Requests, Recurring Pain Points, and Customer Love. Each section highlights different areas of Resend that we've received customer feedback on each week. By using Resend to send this newsletter, it ensures we're staying close to the product and feeling the same pains our customers might when sending their Broadcasts through Resend.

Closing the Loop

Users are personally updated once their feedback is implemented.

Once changes and features are implemented, we ensure that we update the users who provided that feedback, let them know about the updates in detail, and invite feedback. This helps us let our users know that their feedback is invaluable and maintain a continuous dialogue on how to evolve Resend further to be better for their needs.

Our approach to receiving feedback is built around the belief that user insights are crucial to our product development process. By logging, discussing, and acting on user feedback, we foster a culture of continuous improvement, ensuring that our products and services evolve in ways that truly meet our users' needs and expectations.