Setting up Vistas to effectively manage customer requests

Love from customers and customer satisfaction has always been the crux and driving force behind the success of any organization. In the SaaS landscape, it’s even more important as the customer and the organization realize the values over a long enough timeline.

With crucial competition in the modern world of business and ever-changing market requirements, achieving success in customer satisfaction is paramount to the success of a business. Their feedback, loyalty, and contribution through recurring or subscription revenue are essential for growth, competitiveness, and long-term sustainability.

By actively embracing and effectively managing customer requests, businesses can unlock a myriad of benefits, from enhanced product offerings to gaining an edge against competitors and driving sustainable growth. In DevRev, Vista is a list of objects (such as tickets and issues) that can be sorted, grouped, customised, saved, and shared.

Some of the default views inside DevRev are built on vistas:

Support > Inbox, Team Activity, Active Ticket Tracker, etc

Build > Issues, Now, Next, Later

There can be various operations performed on these objects such as filtering, sorting, and grouping. These operations allow users to customize the data and views to their flexibility. We’ll be covering more on that in the article below.

Filtering customer requests allows you to prioritize and address the most pressing issues promptly. By sorting through and categorizing requests based on urgency, impact, or frequency, businesses can allocate resources effectively and ensure timely responses, thereby improving overall operational efficiency.

Your customers may provide you with feature requests or report bugs/issues on your platform. These requests might be scattered without segmentation or attribution to a particular user.

Each ticket/issue undergoes a lifecycle before it’s resolved and provided to a customer. The different stages of a ticket might be: in-development, awaiting review, or backlog.

They might be assigned to different owners and have come from different customers.

Vistas can be a valuable tool for managing customer requests in a segmented fashion. They help organize customer requests as a separate view by filtering on a specific dimension. These dimensions could be:

Filter by: Owner, Create Date, Priority, Customers, SLA…

Group by: Severity, Work type, Customer…

They help you in:

Improved organization: By organizing customer requests in this way, customer service teams can more efficiently organize requests by each customer.

Better visibility: This can help customer service teams quickly identify trends, patterns, and outliers in customer requests, which can inform better decision-making.

Faster response times: By using Vistas to organize and prioritize customer requests, customer service teams can respond more quickly to urgent or high-priority requests.

Best Practices for Using Vistas

By creating customized views of your customer data based on specific dimensions, you can identify areas of opportunity and potential risks and prioritize your customer interactions. Here are some best practices for using Vistas to improve your customer relationships:

Define your goals:

Before creating a Vista, define your goals and what you want to achieve with it. For example, do you want to segment by high-potential customers, prioritize urgent customer requests, or track customer satisfaction levels? By defining your goals, you can create a Vista that is tailored to your specific needs and objectives.

Keep it simple:

Avoid overcomplicating your Vista with too many criteria or filters. A cluttered Vista can be difficult to navigate and may not provide you with the insights you need. Focus on one particular dimension that your business would benefit from, and keep your Vistas simple.

Collaborate with your team:

Vistas can facilitate collaboration between different teams or departments within your company. The Share button on the top right allows you to share your Vistas with your larger team. This can be shared with your team and encourage them to provide input and insights. Your team can gain a more holistic view of your customer data and make more informed decisions.

Sharing externally:

There’s an option for you to export Vistas to a format: CSV or JSON. This allows you to export this data with the filters applied (segmented by owners or some filters). Cross-functional teams can collaborate on this data or import this data to other platforms with these exports.

Final thoughts

As your business evolves and customer needs change, you may need to refine your Vistas. It’s recommended to continuously monitor and adjust your Vistas to ensure they remain relevant and effective. By following these best practices for using Vistas, you can organize your customer relationships, improve NPS and CSAT scores, gain insights that inform better decision-making, and drive growth for your business.