Customer feedback program

1. Define goals

• Clarify which feedback you need (feature requests, bugs, sentiment).
• Align with product, success, and support leadership on success metrics.
• Choose owners for triaging and responding to submissions.

2. Enable feedback capture

• Turn on Post-resolution surveys with targeted questions.
• Add the Feedback widget to the help center and chat.
• Encourage agents to tag conversations with feedback when customers volunteer ideas.

3. Route feedback

• Create a dedicated Feedback queue with SLA set to 72 hours.
• Build a Mesh automation to push tagged tickets to product board tools.
• Send high-impact feedback to leadership Slack channel.

4. Prioritize and respond

• Use quick filters (MRR, intent, sentiment) to sort submissions weekly.
• Acknowledge receipt within SLA and explain next steps.
• Share roadmap outcomes or workarounds with the customer.

5. Analyze themes

• Leverage Analytics to visualize feedback by product area.
• Export monthly reports for product and design teams.
• Track improvement in CSAT or feature adoption tied to feedback loops.

6. Close the loop

• Announce shipped items via release notes or newsletters.
• Update documentation and macros as features evolve.
• Thank customers who provided pivotal insights.

A structured feedback program keeps customers engaged and informs smarter roadmaps.