As a small product team at Pilea, we need to stay closely connected to what our customers are saying. Like many teams, our feedback comes from multiple sources:

• Sales meetings with prospects
• Interviews with existing customers
• Direct feedback via shared Slack channels with select customers
• Our own observations while using the product

Now, we use Pilea (yes, our own product!) to streamline this process. We upload and transcribe our customer interviews, which Pilea then analyzes for key insights. We still manually add feedback from sales meetings and our own observations to Slack, while Pilea automatically pulls in and categorizes all this information alongside support tickets and other customer conversations.

Weekly and On Demand Feedback Reviews

A key part of our workflow is our feedback review process, which happens in two ways. (1) Weekly Review Meetings: We have a scheduled 60-minute session where we review all feedback collected over the past week. (2) On Demand Reviews: Whenever we upload a new customer interview or receive significant feedback, we can immediately review it rather than waiting for the weekly meeting, or for someone to manually analyse and categorise it.

Here's how our review process works:

1. We open Pilea and examine the feedback (either all recent items or a specific interview)
2. We read through the summary, and if necessary, deep dive into each feedback item
3. The person who reported it or conducted the interview provides additional context that we add as comments
4. We discuss and assign priority levels together
5. High-priority items get assigned immediate next steps

This flexible approach supports continuous product discovery, allowing us to integrate new insights into our product decisions as soon as they become available rather than batching everything into weekly cycles.

The Pilea Workflow

While aspects of our process would work with just Slack and a spreadsheet, using Pilea gives us several advantages:

• Interview transcription and analysis that automatically extracts key themes
• Automatic collection from support tickets and Slack conversations
• Similar feedback gets grouped together, making patterns more obvious
• Everyone can access the full history of feedback organized by themes and priorities
• We can easily track which issues we've addressed and which are still pending

The biggest benefit? We can practice continuous product discovery without the administrative burden. When we upload a new interview or receive feedback in Slack, Pilea immediately organizes it so we can review and act on it right away – perfect for a small team that needs to move quickly but thoughtfully.

Simple, but effective

What we've learned from our own process is that feedback management doesn't need to be complicated to be effective. For small teams, having a consistent system that reduces friction is more important than having the most sophisticated setup.

By using Pilea to automate collection and organization while keeping our collaborative weekly reviews, we've found a balance that works for our team size and pace.

Could your team benefit from a similar approach? Whether you're using Pilea or another system, the principles of low-friction collection and regular collaborative review can help any product team stay connected to what their customers really need.

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