2. AHOY, WORLD!
• Twilio powers the future of
communications
• Bring voice, messaging, and more
into your applications and get
connected to your customers
6. FIRST STEPS: THE 5 STAR
WIDGET
• Appears on every page of Twilio’s
documentation
• Developers can leave a rating from 1
to 5
• Those ratings are then piped into a
dashboard so our team can keep a
pulse on how our docs are doing
7. WHERE WE ONLY GET 3 OUT OF
5 STARS
• Aggregate ratings only go so far
• We’re not engaging directly with the
users who leave feedback
• Numbers alone aren’t a direct
pathway to actionable work
8. INTRODUCING: FEEDBACKBOT
• When a piece of feedback < 3 comes
in, the save method includes a call to a
Slack webhook
• The rating, comment, and information
about the user who left feedback are
all piped into a Slack channel watched
by the docs team and product
stakeholders across Twilio
Feedback comes in
Slack webhook called on
save
Feedbacks post to Slack
channel
9. ONE HOUR TO MAGIC
• The entire implementation took less
than 20 lines of code
• We were up and running in under an
hour
• A little bit of docs feedback from our
team: the Slack webhook tutorial was
great!
12. ENGAGEMENT++
• Low feedback is now directly in front
of the documentation team as well as
several product stakeholders
• More urgency, more actionable tasks
• Reacji and Slack threads can be used
to coordinate work
13. WHAT HAPPENED?
• Our priorities have shifted in a more
action-oriented, user-focused way
• Overall quality ratings have gone up
• Feedback isn’t just an overly simplified
number, it’s a collection of stories
14. WHERE DO WE GO FROM
HERE?
• Honing our process around how we
engage with developers
• Continuing to craft a culture of
empathy
• More Slack integrations
15. TALK DOCS WITH US
• You can reach the Developer
Education team at docs@twilio.com
• Or leave feedback on one of our
documentation pages…we’ll definitely
see it