Automate Customer Feedback

Luis Manjarrez
by Luis Manjarrez

Customer feedback is an integral part of a customer-centric business strategy. Along with excellent customer service, getting feedback from the people who use your product/service is key to achieve customer success.

In this blog post, we share with you four ways you can use Missive to easily acquire, manage and store customer feedback.

We will be relying mostly on User Action Rules. These are triggered by an action defined by the user. For example, you could create a rule that sends a conversation to the trash whenever you type trash in the comment bar.

Let's get started!

Get social reviews

Send links to multiple review platforms in under 3 seconds. How?

1. Create a Response

Here's the copy if you want to use it. Make sure to add the logos of the platforms you use and add the respective links.

Hey {{ recipient.first_name | default: "there" | confirm }}!

Thank you for trying out our product. If you want to share your experience with others, you might want to review us on:

G2 - Facebook - TrustPilot - Yelp - Google


2. Create a Comment User Action rule for #reviews

Now, when you type "#reviews" in the comment bar, the Platform reviews canned response will be sent automatically to the customer.

Manage Email Customer Feedback

With Missive you can easily manage customer feedback received in emails. You can even have it sent to a spreadsheet in order to categorize it and put words into action. This can be done with Zapier webhooks and Google Sheets.

Although it might sound like a daunting project, it's not. Let me show you.

Create a Zapier account and click on Create Zap.

Select "Webhook" as the trigger > "Catch hook" as the Trigger Event > Continue

To test the trigger, open your Missive settings > Create a "New comment" rule > Set the condition Text is "#feedback" > Add the webhook URL provided by Zapier

Add the comment "#feedback" to any email thread in Missive.

Go back to Zapier and click on Test. You should get something like this:

In the action menu, select "Google Sheets" > "Create Spreadsheet Row" as the Action event > Add your Google account > Continue

Note Before you continue creating the Zap, go to your Google Drive > Create a spreadsheet and add column names. It could be as simple as having two columns: Email and Feedback

Select your Drive > Select a spreadsheet > Select a Worksheet. In our spreadsheet, we have two columns: Email and Feedback. We are going to match them to the pertinent data from the webhook.

In this case, we want:

Email -> Latest Message From Field Address

Feedback -> Latest Message Preview

Test it and click on Turn on Zap.

From this point on, whenever you get customer feedback in an email, you can simply type "#feedback" in the comment bar and information will be sent seamlessly to the feedback spreadsheet.

Show satisfaction surveys in signature

Missive offers a powerful signature management system. With it, you can easily add customer satisfaction surveys to each of your teammates' signatures in just minutes.

The dynamic data comes from your team's editable member profiles. Some survey collection companies let you generate embeddable HTML code. In this case, you can copy the code and paste it into the managed signature editor.

Simplesat's quirky customer satisfaction survey icons
Simplesat's quirky survey icons!

You can also add custom field variables like in the example above. Learn more about managed signatures.

Implement proactive follow-ups

One of the most straightforward ways to stay in contact with a customer and to ensure a successful relationship is to follow up after a determined period of time. If you work in a sales environment, it's crucial to follow up on leads. Missive makes it easy for you.

You can create a Rule that snoozes all outgoing emails sent from your account that contains the label "Warm Lead".

You'll never miss the opportunity to close a deal!

Luis Manjarrez

Growth at Missive
Follow me on Twitter