Chapter 2

Feedback is everywhere, so why can't anyone count it?

Phản hồi khắp nơi, sao không ai đếm nổi?

The chapter's question

Where in my company is all customer feedback collected?

Big idea

When feedback is scattered, nobody can count it.

In this chapter

  1. Part 2.1

    Mapping the Channels

    Through how many different channels are customers giving feedback?

  2. Part 2.2

    A Shared Template

    What minimum fields should each piece of feedback record?

  3. Part 2.3

    Sales Team Notes

    Are customers' reasons for not buying recorded anywhere?

  4. Part 2.4

    No Extra Work for Anyone

    How do I keep feedback collection from becoming a burden on whoever is on duty?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Support Inbox is free to read right here.

Read in Conan School

Chapters of The Support Inbox

  1. 1.Are support tickets chores, or a forgotten goldmine?
  2. 2.Feedback is everywhere, so why can't anyone count it?
  3. 3.Do finer tags really mean better understanding?
  4. 4.After customers give feedback, does anyone tell them?
  5. 5.Does support know the product better than we do?