Change Log: The basics you need to know

Now change logs might not sound like the most exciting thing in the world but trust us when we say, what they lack in increasing your heart rate, they make up for in customer satisfaction. Oh yes, the holy grail of customer communication is the change log and we’re going to tell you everything you need to know about them. 

What is a change log? 

Good question. Essentially, a change log is a document of changes that you have made to a given project for your product or service. Think of a SaaS product and any updates that you have made all being logged in one place for customers to see easily and efficiently.

What should be on the page?

You can add any updates or changes to your product or service in your change log. This makes it easier for your customers (and your team for that matter) to see all changes in one place. 

What should a change log look like?

A change log can effectively look however you want it to! There are plenty of change log services that allow you to fully customize the page so that it is branded in unison with the rest of your website. 

What is the purpose of having one?

The purpose of a change log is to keep all of your customers informed of anything that has been changed to the product or service that you’re offering. The plus side to this is that your customers are always in-the-know and can see that you’re being fully transparent with what’s going on behind the scenes. It’s also worthy to note that a change log can prevent unnecessary queries coming into your support team – win, win!

How often should you update it?

A change log should be updated as soon as you have changed anything to your product or service. The longer you leave it, the less accurate your change log becomes and the more confusing it becomes for your customers. Also, you want your customers to know as soon as possible that there’s been a change, regardless of how big or small it may be, so be sure to get your head of development or head of product to fill it out accordingly.

Can you customize it?

The majority of change log solutions allow for customisation. If your solution doesn’t, try to make it as on brand as possible with the content that you share and include internal links to any Knowledge Base or blog articles that are relevant.