How to introduce your customer facing teams to Feedback

When inviting your internal teams to Feedback, you'll simply use our template here to show them how easy it is to submit feedback to your product team.

But your customer facing teams may need a bit more guidance, because they'll be using Feedback on behalf of your customers (and not just for their own requests).

We have thorough how-to guides for support and customer success teams, but there are two additional pieces of information they'll need from you (or their champion):

1. How to reply to customers who have feedback

Do you want your customers to self-serve (submit their own feedback to Feedback directly), or do you want your teams to submit feedback on their behalf? Showing your customers how to self-serve can save a lot of time, but you can also submit these requests on their behalf to keep that discussion as a part of your ongoing customer relationships.

Here are two options for how your customer facing teams can reply to feedback:

Manage feedback on behalf of customers (High touch)

Thank you so much for your feedback! I’ve submitted this as a request in our Feedback dashboard, and you'll be automatically updated when your request is reviewed in the next two weeks.

You can reach your dashboard, see your request, vote on features others have submitted, and prioritize your requests by clicking the "Submit a request" button in our app [add link location details].

Also, feel free to add additional details in the discussion section so our product team knows how this feature would help you.

Self serve (Low touch)

Thank you so much for your feedback! We have an amazing new feedback portal in our app that allows you to submit ideas directly to our product team. Once you add this idea, you'll be automatically notified when it's reviewed in the next two weeks.

To submit this suggestion (and prioritize your requests), just head to the "Submit a request" button [add link location details]. Be sure to explain why this is important to you, and what it's stopping you from being able to accomplish so our product team understands the impact.

To learn more, read our feedback policy here [link].

We recommend setting up a text expander like Gorgias to make these responses quick + easy.

If you use our Intercom integration, then you'll need to simplify this message into something you can quickly read in the Intercom chat.

If they have a new idea:

That's a great idea! You can submit it to Feedback using the link below. That way our Product team can take a look at it.


You can learn more about how we use Feedback here - [LINK TO FEEDBACK POLICY]

If they have an idea that already exists:

That's a great idea! There's something similar in  Feedback, the software our Product team uses to gather feedback. You can click the link below and then vote on it to say you want it.


You can learn more about how we use Feedback here - [LINK TO FEEDBACK POLICY]

2. How to make sure their feedback is seen by the product team

Your customer facing teams are a wealth of information that the product team can utilize - from identifying how various requests relate to an overall pain point, to knowing which pain points will lead to upsells, you can make it easy to uncover this information in Feedback using tags.

You don't need to know every exact tag you'll want to use from day one, but keep an eye out for what kinds of information you want your customer facing teams to start tagging. Here are some ideas:

  • Problem or pain point
    • Problem:Ticket management / efficiency
    • Problem:Complex system issue
  • Expansion potential
    • Expansion:100-499
    • Expansion:500-999
    • Expansion:1000+
  • Customer Success:Quick Win (for example, if a request may be a small tweak to an existing feature)
  • Customer Success:Strategic (if your customer success teams notice a theme or project that ties to a CS strategic goal)
  • Risk:Customer value (if a request is stopping customers from getting value from your product)
  • Risk:Potential bug (if a request is not quite a bug but the feature isn't performing as the customer expected)

Let your customer facing teams know that the product team will be looking at these items and to use them on relevant feedback.

To make it easy for them to find the tags on the fly, add the tags you've decided to use onto a private test request (so they'll be available to select).

And to keep this great feedback coming in, work with the product team to ensure these reports are used in their roadmapping meetings.