Since the end of January, users have been able to provide simple and direct feedback on our VLB-TIX platform at any time.
One example of this is the new support button, which forwards inquiries, including screenshots, directly to MVB customer service. At the same time, the integrated tool can be used to highlight new functionalities directly in the user interface and explain them if necessary. This is made possible by our collaboration with the Czech software provider Product Fruits.
We asked our product manager Kirsten how the project came about and how the new service has been received so far.
- MVB has long been committed to partnership-based product development. Why do you now need an additional tool for this?
That's right, we've been in very close contact with book people who work with our platform right from the start, especially with VLB-TIX. The formal processes are now very well established. What we have lacked so far is a low-threshold opportunity for direct feedback in the actual usage situation. We also want to take our target groups by the hand even better when there are innovations. And we want to do this without wastage and media disruption. We are closing this gap with Product Fruits.
- And what exactly do you use the tool for?
We have a kind of modular system at our disposal. There are elements that we use permanently, such as the support button. Our users can use it on any page in VLB-TIX to contact our customer service directly without leaving the system. This allows us to record needs, suggestions and criticism even faster and better. We integrate other elements temporarily, for example to visually indicate a new menu item or a new function. A guided tour can be linked to this type of marking, which guides users through new process steps.
However, we can now also determine the satisfaction of our users directly in the system without having to take the detour of sending out a questionnaire by e-mail. For example, twice as many booksellers took part in the first round of the pop-up survey in February than in our most successful survey of the past four years. This shows the potential of the direct approach.' - Why did you choose this provider?
The team from Prague impressed us with their modular approach and comprehensive support offering. The tool is constantly being further developed and offers many customizing options so that the elements fit seamlessly into VLB-TIX. In addition, data protection plays an important role in our work, which speaks in favor of a certified provider from the European Union. - What happens now?
Step by step, we are trying out the Product Fruits modules that are relevant to us so that we can achieve relevant results without the elements becoming a disruptive factor for our users. The response so far has been very good. We are receiving positive feedback on the functionalities and are also seeing that our colleagues from publishing houses and bookshops become active immediately after a pop-up or guided tour has been activated and, for example, maintain their company profiles or provide feedback on the unwanted dispatch of printed previews.
Parallel to the test operation, we are examining the extent to which we can extend the use of Product Fruits to the other MVB platforms, i.e. the Verzeichnis Lieferbarer Bücher (VLB) and our international ordering systems. - And your personal interim conclusion?
I'm enjoying this project immensely. The collaboration with everyone involved is going very well. The tool also brings us even closer to our customers. These are ideal conditions for doing a good job. And of course that's very motivating.