As you are in a customer facing role, you will get a lot of feedback about your product/service and your company in general. Your job of helping customers doesn’t stop as soon as you listen to their feedback. It also involves passing on the important feedback to the right owners and doing everything you can to implement it.

Now that's not always easy because more often than not, customer support teams are not in a position to fix issues like other teams (project managers, engineers, or even the marketing team). So it's important to learn how to communicate key customer feedback to the owners and help them implement it.

Read the related blog post: [ Ссылка ]

Here are the 7 ways in which you can communicate feedback:

1. Send the feedback as an email to the owners (as opposed to chat or in person) so they don't dismiss it just when they are busy.

2. Set up dashboards that show the owners what the major pain points were in the past month.

3. Use forums where customers can articulate why a particular feature or feedback is important.

4. Tag issues with right keywords so when the time comes, it's easy for the owners to pull up all the historical communication related to a particular feedback.

5. Follow the all hands on support model and give the owners a chance to talk to customers directly.

6. Do the groundwork and research about a particular feedback and make it easy for the owners to implement it.

7. Become co-owners so the owners have one point person from support to come to when they want to know customer feedback about a feature.

More more content like this, visit our blog: [ Ссылка ]

Check out this course in the Freshworks Academy and participate in the discussion with the customer service community: [ Ссылка ]

Check out Freshworks, a refreshingly simple customer engagement software that your teams will love: [ Ссылка ]

свернуть