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 achieving 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!

Key Takeaways

• Request reviews in seconds: Set up a canned response with links to your review platforms (G2, Facebook, TrustPilot, etc.) and trigger it by typing "#reviews" in the comment bar.
• Send feedback to a spreadsheet automatically: Connect a Missive user action rule to a Zapier webhook that pushes customer emails and messages into Google Sheets—no manual copy-pasting needed.
• Embed surveys in every email signature: Use Missive's managed signature system to add one-click satisfaction surveys from tools like Simplesat across your entire team.
• Never forget to follow up: Create an outgoing message rule that automatically snoozes emails with a specific label, so leads resurface at the right time.

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

Cheers!

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" in 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.

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 contain the label "Warm Lead".

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

FAQ

Can my whole team use the same #feedback and #reviews rules?

Yes. If you create the rules under your organization (rather than under "You" in the rules settings), every team member can trigger them. Anyone on the team can type "#feedback" or "#reviews" in a comment bar and the rule will fire. The webhook data and canned responses work the same regardless of who triggers it.

Does the webhook send data other than the email address and message preview?

The webhook payload includes conversation details, message content, sender information, and any labels on the conversation. When you test the Zap in Zapier, you'll see all available fields and can map whichever ones you need to your spreadsheet columns—for example, you could add a column for the subject line, the date, or which team member triggered the rule.

What happens if the webhook to Zapier fails?

Missive retries failed webhook requests up to 5 times over about 8 minutes. If a webhook rule fails more than 50 consecutive times, Missive automatically disables it to prevent repeated errors. You can re-enable it from the Rules settings tab once the issue is resolved.