We spoke with Emma Fay, Laureline Boin, Clara Wu, and Katie Groarke from Dropbox to find out how the issue was raised, how it was escalated to the product team, and how the engineers responded and resolved the problem. Here in part one of a new series that takes a closer look at those stories, we’ll deconstruct how our CX team responded to user feedback after the Time to Sync feature was replaced by a progress bar. In fact, the issues raised can sometimes have a direct impact on product development.
It's a direct connection between users and people who decide on the roadmap.” It instantly gives color to decision makers for these kind of features. “The good thing is that everybody can read their feedback,” says Laureline Boin, Global Head of Community and Social Care at Dropbox. The conversations on Dropbox Community are a window into what matters most to the people who use Dropbox every day. But the experience goes beyond peer-to-peer conversations and customer support. Formerly known as the forum, the community is a vast resource for quick answers to product questions. When you run into a problem while you’re using Dropbox, Dropbox Community is the first stop for frequent users.
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