Our approach to product feedback
Here at CipherHealth we take product feedback very seriously. We believe that listening to our care providers, team members, and prospects—taking their ideas on board and bringing their voice into the projects we choose to invest in—is the best way to deliver better solutions.
We use your feedback to identify the most important features, ideas, pain points, and opportunities, so that you can get more value from our solutions as efficiently as possible.
How to give us your product feedback
What happens to your product feedback
All new requests are set to the Awaiting Feedback status so that more people give us information and vote on requests. This allows us to gauge demand, gather use cases, and establish impact and value.
Every quarter our Product Teams hold a product feedback meeting. They discuss the highest priorities for our care providers, team members, and prospects, and look at how requests align with our own product and company strategy.
As the team goes through the requests, they will update the status of each request so that you immediately know the outcome.
If we decide to build a feature or make an improvement, the status will change to Planned or Building. It will be added to our product roadmap.
Our product feedback portal has the most up-to-date information about our products and what we’re building next. We will always provide an explanation as to the nature of the status update.
If you reach out directly to our Support or Customer Success teams, they’ll be able to look up ideas for you, but they won’t have any additional information or be able to provide an estimate for when your request will be reviewed.
How long will it be before the product team reviews my idea?
Items will be reviewed by the product specialist on a monthly basis. We take the top requests and update the status where appropriate. Roadmapping meetings [occur quarterly]. Make sure your ideas are clear and concise so others can vote on and prioritize them. Remember to prioritize your own requests, too. That way, we will know if a particular request is important to you.
My request hasn’t been reviewed yet and I submitted it several months ago. What can I do?
If we haven’t reviewed your item yet and it’s a high priority for you:
- Make sure it’s at the top of your priority list.
- Make sure your request is clear. Tell us why you need it, what it’s stopping you from doing, and what the impact is. Please add these details in a comment on your idea.
Thank you for your feedback, understanding, and support as we work together to build the best products possible!
Is it okay to submit feedback to report a bug?
The feedback process outlined above is ideally suited for product enhancements—the great-to-have things that would take your experience using our products to the next level or more fully support your organization’s goals. Report bugs through Salesforce to make sure the Customer Success and Support teams can review and resolve your issue as quickly as possible.