Customer feedback is at the core of what we do. Great ideas allow us to implement features that improve the experience for all our customers.
The Echo360 feedback portal does not replace customer support tools available to you. Review our Support Policy regarding support questions and troubleshooting issues.
How to Share Feedback or Request a Feature
Feedback under our feature request policy may be: a pain point that our product does not currently solve for your organization, a new feature that you are interested in seeing added to the product, or an integration that you are interested in being able to use with Echo360.
Our feedback portal can be found at echo360.canny.io. Simply select the product you would like to provide feedback for and submit a new request or vote on an existing request that matches your feedback.
If our team has questions or clarifications on your idea, we may tag you in a comment to request additional information. We strive to respond to all feedback requests, but the number of incoming requests means that we may not be able to provide regular updates on every feature request submitted.
The best way to ensure that you receive updates on an submitted idea is to enable notifications on the items you submit or vote on. When you enable notifications from our portal, you will receive an email as soon as there is an update or status change on your items.
Guidelines
Feature requests and comments added to the Echo360 Feedback Portal are public and can be viewed by Echo360 team members and other customers. Ensure that you only enter information that you intend to be seen by a public audience and use appropriate and respectful language with your requests.
Your feedback is welcome and encouraged. You agree, however, that (i) by submitting unsolicited ideas to Echo360, you automatically forfeit your right to any intellectual property rights in those ideas; and (ii) unsolicited ideas submitted to Echo360 or any of its employees or representatives automatically become the property of Echo360.
How We Choose Features to Implement
Echo360 collects and evaluates feedback from a variety of sources, including feature requests submitted by customers, market trends and research, business goals and objectives, and product analytics review.
Feedback and feature requests are evaluated based on votes, comments, and how these items align with the long term business goals for Echo360. We receive a large number of requests, and all suggestions have an impact on what we build. Echo360 may not implement features in the exact way that they are requested, in order to ensure that we can meet the needs of all of our customers.
How to Learn What Features are Upcoming
Echo360 makes a public roadmap available for all Echosystem products HERE.
Echo360 provides quarterly roadmap targets, but does not provide specific release dates for new features until they have been fully tested and validated. This process ensures that we are delivering high-quality features with every release, and delivering new functionality at the least disruptive time for our customer base.
Occasionally, Echo360 may revise or update the roadmap to ensure that the features we are delivering meet our quality standards, or in response to significant user feedback.
After each feature release, Echo360 publishes a new or updated knowledge base article for all functionalities, and detailed deployment notes – by product – for the release date.
Understanding Feature Request Statuses
All feedback submitted to Echo360 receives a status, and the status is updated as items are evaluated, reviewed, and implemented. Your feedback will be assigned one of the following statuses:
- Open – This is a new item that is pending review by our team or pending additional information from the submitter in order to properly categorize it.
- Considering – This item has been reviewed by our team and is under consideration for our product roadmap. During this stage, Echo360 monitors the request for additional comments and votes.
- Defining/Designing – This item is being scoped and initial designs are in progress. During this stage, Echo360 works internally with account teams, engineering, and business stakeholders, and externally with customer stakeholders through direct outreach, EchoCollaborate, and other methods.
- In Development – This item is currently in progress with the Echo360 engineering team. During this stage, interested customers can check the public roadmap for more information on when this item will be available.
- Complete – This item has been implemented in the product. Customers can check the Echo360 deployment notes for details on each release, and search for the feature in the knowledge base to learn more.
- Closed – This item is related to a feature that already exists or is an item that will be addressed by our support team. The submitter will receive a direct follow up from our team on the item.