"How can we receive Product Updates?"
Answer examples and tips for RFPs

Introduction

The question "How can we receive Product Updates?" is a common inquiry in the customer-success category. In this question, the customer is seeking information about the process and methods by which they can receive updates related to the product they have invested in or are planning to invest in. This question demonstrates the customer's interest in staying informed about the latest developments, improvements, and new features of the product.

Three similar questions that could be related or follow up to this question in the customer-success category are:

1. How often are product updates released?
2. Are product updates automatically applied or do we need to install them manually?
3. What is the communication channel for product updates?

Why is this asked?

This question is asked because customers want to stay up-to-date with the product they are using or considering using. They want to know about new features, bug fixes, and enhancements that can improve their overall experience and productivity. By asking this question, the customer aims to ensure that they are aware of any new updates and can take advantage of them to maximize the value they derive from the product.

Key information to include in your Answer

1. Method of notification: Explain how customers will receive product updates, whether through email notifications, an in-app message center, or a dedicated customer portal.
2. Frequency of updates: Clarify the usual release cadence for product updates, whether it is a fixed schedule (e.g., monthly, quarterly) or if it varies based on the nature and complexity of the updates.
3. Release notes: Mention the availability of detailed release notes that provide information about the changes, bug fixes, and new features introduced in each update.
4. Opt-in or opt-out: Highlight whether customers have the option to opt-in or opt-out of receiving update notifications, allowing them to control the frequency and type of updates they want to be informed about.
5. Maintenance windows: If applicable, explain whether there are scheduled maintenance windows during which updates are deployed, and if so, provide the usual timing and duration of these windows.
6. Roadmap visibility: Discuss the extent to which customers have visibility into the product roadmap, allowing them to anticipate upcoming updates and suggest features or enhancements.
7. Support channels: Specify the available support channels for customers to seek assistance or ask questions related to product updates, such as dedicated support teams, online forums, or knowledge bases.
8. Integration with internal systems: If relevant, explain whether there are APIs or integration options available for customers to receive product update notifications directly into their internal systems or tools (e.g., ticketing systems).
9. Beta programs: Mention any opportunities for customers to participate in beta programs, providing them early access to upcoming updates and the ability to provide feedback.
10. Change management and training: Explain if there are any resources, materials, or training programs available to assist customers in adapting to changes introduced in product updates and making the most of new features.

It is important to note that the specific details and approaches may vary based on the product and the provider's practices.

Example Answers

Example 1:

Yes, [Company Name] provides regular product updates to ensure our customers benefit from the latest enhancements, features, and bug fixes. Here's how you can receive product updates:

• We send email notifications directly to your registered email address whenever a new product update is released.
• You can also access the update details and release notes within the [Company Name] application itself through our in-app message center.
• If you prefer to have a centralized platform for product updates, we offer a customer portal where you can access release notes and information about upcoming updates.

Please note that you have the option to subscribe or unsubscribe from specific update types based on your preferences. Additionally, our support team is available to assist you with any questions or concerns regarding product updates.

Example 2:

Absolutely! At [Company Name], we understand the importance of keeping our customers informed about product updates. Here's how you can stay up-to-date:

• We send regular email newsletters to our customers, summarizing the latest product updates and linking to more detailed release notes.
• Our customer portal features a dedicated product updates section, where you can access comprehensive release notes and information about upcoming updates.
• If you prefer real-time updates, we provide an in-app notification system that displays relevant information about the latest enhancements and features as you use our product.

Remember, you can always reach out to our support team via our support channels to get additional details or ask specific questions about product updates.

Example 3:

Unfortunately, we do not currently have a structured approach for providing regular product updates to our customers. This is an area where we have recognized the need for improvement and are actively working on implementing a robust process. We understand the importance of keeping our customers informed and will soon be launching a new communication initiative to address this.

In the meantime, we suggest that you subscribe to our newsletter or follow our social media channels to stay informed about any major announcements or updates. Additionally, our support team is always available to answer any questions you may have regarding our product. We apologize for any inconvenience caused and appreciate your patience as we work towards enhancing our product update communication.