Something I’ve been thinking about recently is user feedback. How do people handle it these days in the ✨ age of AI ✨?
When it’s so cheap to build, do teams just skip the feedback process and try a bunch of stuff to see what sticks? Do you ship stuff as an “experimental preview” and hope to collect feedback then? What does that process look like? Do you take suggestions, and if so, do you act on them? (Do you even have time these days to review the suggestions you get???)
We’ve been doing a mix of all these things at @Buffer. Transparency has been in our DNA for over a decade, so we aim to both share what we’re building and stay as close to our users to ensure we are meeting their needs from the product, as a natural extension of that transparency. This manifests in a few ways:
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We collect feedback, and entire feature suggestions, directly within the product. We review these daily across a rotation of PMs and designers, and suggestions are public on our Suggestions Board (suggestions.buffer.com) for anyone to upvote or comment on
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Every support conversation includes a link to book a 15-30 minute call with a rotating member of the PM or design team. We have a few of these every week (I personally have 1 almost every week through this method), and they range from low-level support Q&A to full-on social media strategy sessions… which in turn have enabled (forced?) us PMs & designers to put on our social marketer hats more often 😅
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Being a team of creators ourselves, we get a ton of feedback both by talking to creators & businesses on the social naturally (I get ideas here on LinkedIn all the time), and from using the socials ourselves
I’ll be honest – two big challenges I’m dealing with lately are:
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Moderating a public suggestions board for a product with our reach is pretty challenging! There’s a lot of spam and duplicate requests! We get lots of little niche requests that are hard to solve for at scale! But I consider these good problems to have – feedback is a gift – and there are things we can do to both more efficiently manage the intake and act on the little things.
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Being a li’l creator myself gives me perspective on what I want out of Buffer, and with vibe-coding being a thing now, it’s really temping to just build what I want. (Hey, our new public API is meant to help scratch those itches!) Some of it is also what other creators want, but some of our higher-scale customers want very different things. So resisting the urge to just build with sitting with feedback has become even more important in 2026.
So how are you handling feedback from your customers these days?
