June 9, 2023 · Oskar Glauser
How Minutemailer works with user feedback and requests
Building a product is a conversation. Not the kind where one side talks and the other listens, but a real back-and-forth where both parties shape the outcome. At Minutemailer, user feedback is not something we collect and file away. It is the foundation of how we decide what to build next.
We want to share how that process works, because we think transparency matters. If you have ever sent us a message, left a suggestion, or wondered whether anyone actually reads those support requests, this post is for you.
How you can reach us
We keep our support channels simple and accessible. There are two main ways to get in touch with us.
In-app chat
The fastest way to reach us is through the chat widget inside Minutemailer, powered by Crisp. Whether you have a question, need help with something, or want to suggest a feature, you can start a conversation right from the app. We aim to respond quickly, often within minutes during business hours.
The chat is not staffed by bots giving canned answers. You are talking to real people who use and build Minutemailer every day.
If you prefer email, you can always reach us that way too. Some people like to write longer, more detailed messages, and email is perfect for that. We read every email and respond personally.
Fast response times matter to us
We know how frustrating it is to reach out to a company and wait days for a response, or worse, get an automated reply that does not actually help. We are committed to being responsive because we believe that fast, personal support is part of a good product experience.
When you message us, you will get a real answer from someone who understands the platform. If we do not know the answer immediately, we will tell you that and follow up as soon as we do.
What people ask for
Over the years, we have received a wide range of feedback and feature requests. Some come up once, some pop up regularly, and some surprise us in the best way. Here are some of the most common themes.
Receipts and confirmation emails
Many users, especially organizations and businesses, want the ability to send receipts or confirmation emails after someone subscribes or takes an action. This helps establish trust and gives subscribers a clear record of their interaction.
Personalization
Personalizing emails beyond just the recipient’s name is a frequent request. Users want to tailor content based on subscriber data, preferences, or behavior. The more relevant an email feels, the better it performs.
File attachments
This was one of our most requested features for a long time, and we are happy to say we have delivered it. You can now send files directly in your Minutemailer emails, including PDFs, Word documents, and Excel spreadsheets.
Custom thank you pages
After someone subscribes to a mailing list, the default thank you page works fine for most users. But some want to redirect subscribers to a custom page on their own website. This request comes especially from businesses that want to keep the entire experience on-brand.
Onboarding documentation
New users sometimes ask for more structured onboarding materials, guides, and documentation. We have been steadily improving this, and resources like our guide on how to start a newsletter are part of that effort.
Subscriber notifications
Some users want to receive a notification every time someone subscribes to or unsubscribes from their list. This gives them real-time visibility into how their list is growing and helps them respond quickly to changes.
Surveys and feedback forms
Collecting feedback from subscribers directly through email is something several users have asked about. Embedded surveys or simple polls within a newsletter can boost engagement and provide valuable insights.
Custom HTML
Advanced users sometimes want the ability to write or paste custom HTML into their emails. While our drag-and-drop editor covers most needs, custom HTML opens up possibilities for unique layouts and interactive elements.
How we prioritize
Here is the honest truth: we are a small team. We cannot build everything at once. So we have to be thoughtful about what we work on and in what order.
Our prioritization process looks something like this:
- Frequency. How often is a feature requested? If dozens of users ask for the same thing, it moves up the list.
- Impact. Will this feature make a meaningful difference for a large portion of our users, or is it a niche request? Both are valid, but broader impact gets higher priority.
- Alignment. Does the feature fit with our vision for Minutemailer? We are building a simple, focused email marketing tool. Features that add complexity without clear value get scrutinized carefully.
- Effort. How long will it take to build, test, and ship? Sometimes a small feature that solves a big problem gets fast-tracked because we can deliver value quickly.
We do not have a public roadmap, but we try to communicate openly about what we are working on. Blog posts like this one, update emails, and direct conversations in chat are how we keep you informed.
No feedback is usually a bad sign
There is a saying in product development that stuck with us: no feedback is usually a bad sign. If users are not telling you what they think, it often means they have stopped caring.
We would rather hear that something is broken, confusing, or missing than hear nothing at all. Every piece of feedback, whether it is a quick “this button is confusing” or a detailed feature proposal, helps us build a better product.
So if you have an idea, a frustration, or even just a question, please reach out. We genuinely want to hear from you.
The features that came from you
Many of the features in Minutemailer today started as user requests. File attachments, improved templates, better analytics, scheduling options. These were not ideas that came from a product planning meeting. They came from real people using the platform and telling us what would make their lives easier.
That is the kind of product development we believe in. Not building what we think is cool, but building what actually helps.
How you can help shape Minutemailer
If you want to be part of the conversation, here is how:
- Use the in-app chat. Drop us a message anytime. No question or suggestion is too small.
- Send us an email. For longer thoughts or detailed requests, email works great.
- Be specific. The more context you give us, the better we can understand what you need. “I wish I could do X when Y happens” is more helpful than “add more features.”
- Share your workflow. Sometimes the most valuable feedback is hearing how you use Minutemailer day to day. That helps us spot opportunities we might miss otherwise.
If you are curious about what kind of businesses get the most out of email marketing, take a look at our post about 10 businesses that can shine with email marketing.
Thank you for being part of this
Building Minutemailer is a team effort, and our users are very much part of that team. Every time you send us a message, report a bug, or suggest an improvement, you are making the platform better for everyone.
We do not take that lightly. Thank you for trusting us with your email marketing, and thank you for helping us build something worth using.