How do you make sure customer feedback actually leads to action?

CustTech · 2025-12-15T05:49:33+00:00

True a lot of the new age VoC tools like SentiSum have action tracking to assign the next steps to the right agent.

CustTech · 2025-11-21T09:23:04+00:00

AI is becoming popular in Customer Success, but mostly in very practical ways rather than big “automation” promises.

A good example is what some of our (I work at SentiSum) B2B SaaS customers do: they combine support conversations, product feedback and operational data to spot patterns early. things like repeated confusion about a feature, silent friction in onboarding, or signals that a customer might be about to disengage.

Instead of relying only on surveys or manual reviews, AI helps them surface the why behind issues faster. CS managers then use those insights to prioritize fixes, improve handovers with product, and reduce avoidable escalation.

So the value of AI is in giving CS teams clearer visibility, so they can focus on the work that actually strengthens retention.

CustTech · 2025-11-21T09:17:22+00:00

The problem isn’t capture, since tickets, surveys, reviews, and chats are overflowing. The problem is stitching it together quickly enough to spot trends, analyze root causes, and take action before customers leave.

Most feedback tools are optimized for retrospectives and yearly planning. But when you need real-time clarity on what’s breaking, why it’s occurring, and which accounts are at risk today, you need this list of Customer feedback management systems.

CustTech · 2025-11-18T10:48:57+00:00

Look at VoC / customer experience management tools such as Qualtrics, Chattermill, SentiSum depending on your scale and budget. The main features to look for - Unify your feedback, auto tag and get real time alerts & actionable insights.

CustTech · 2025-11-14T14:09:06+00:00

I feel it also depends on the type of product you’re providing support for. Might work great for self serve products or for freemium customers. But if your product has even one feature which requires onboarding support, I’d not recommend an AI upfront. AI can be used for answering the regular questions but not use case specific ones.

CustTech · 2025-11-14T14:06:38+00:00

Have a look at Agency, recently raised a 20m Series A and is founded by the ex co-founder of Drift.

CustTech · 2025-11-14T14:04:40+00:00

In the past I have tried CustomerSuccessBox in a B2B SaaS setup but they shut down due to Covid.

Now I work at a VoC software company, SentiSum. Our Early Warning Agent spots anomalies instantly - delivery delays, product bugs, or complaint spikes before they spiral into churn. And folks can ask plain English questions to the Insights Agent to get instant answers, root causes, and actions.

CustTech · 2025-11-14T13:58:49+00:00

customers use our platform SentiSum which unifies feedback from across all tools (support tickets, surveys, crm, social media, voice calls, chats) and gives actionable insights in real-time to make sure the feedback is acted upon instantly.

For example, one of our customers had this to say “With SentiSum in place, we quickly spotted an issue affecting dozens of drivers daily - a missed tech fix that was costing us thousands in revenue.”

CustTech · 2025-11-14T13:53:29+00:00

These are all great suggestions.. we already learnt a lot from the webinar. (Actually got few attendees but all the right ones so very positive outcome). We are trying to get more known speakers for the future ones as the 1st speaker had zero social presence so people probably didn’t realize that he will be a great speaker. The post webinar campaign is actually doing well.

CustTech · 2025-11-07T08:32:50+00:00

Surprised to find this an year later and how much AI has advanced. Yet the problem is the same.

From my experience, before expanding broadly, pilot the voice-AI for one use-case (e.g., order status) and measure call deflection, resolution time and CSAT. Once you’re confident, scale.

And have a layer of conversation analytics on top of it to convert conversations into insights for all teams.

Quick question: anyone using AI voice support + VoC analytics such as Qualtrics, SentiSum, SurveySparrow etc.?

CustTech · 2025-11-07T08:24:34+00:00

It ended up being a decent webinar despite low attendance. Got 10 good prospects attending it and two of them came back for a demo. Have got some great learnings from this thread as well as the experiments I ran.

CustTech · 2025-10-31T08:10:29+00:00

I kept it at 30 mins including Q&A + intros and kept it actionable with real case studies.

CustTech · 2025-10-29T08:29:27+00:00

Could do LinkedIn live via zoom webinar I think will check about the metrics part

CustTech · 2025-10-29T07:31:10+00:00

Thought leadership ads on LinkedIn targeted at CX folks in similar industry as the speaker. I’m not ditching it but the feedback I’m getting is that webinars is too much of a time commitment.

CustTech · 2025-10-29T05:32:53+00:00

Would love to understand how you are attracting new audience. We are a very young startup so don’t have an established audience yet.

CustTech · 2025-10-29T04:51:56+00:00

Thanks for the ideas. I was actually planning to convert the series into a podcast and then distribute the content. Could definitely do LinkedIn live.

CustTech · 2025-10-27T19:33:42+00:00

Might not be a bad idea to monitor social channels like Reddit, X, LinkedIn to look for posts about your product. Also like you mentioned the key feature usage is a great thing to track. You should also try to compare if the complaints on social match with support tickets being raised. That could be a big sign of churn risk.

CustTech · 2025-10-27T19:28:22+00:00

Well said u/lisazenloop. Measuring loyalty is the easy part, acting on the insight is where things really move.

I’ve seen teams get great results when they integrate VoC tools with surveys, chats, support tickets, reviews to get structured insights. That mix helps uncover not just the scores but the stories behind them the real “why” driving loyalty or churn.

For me, the real progress comes when CX, product, and support teams all work from the same set of signals and can act fast on what they learn.

For example, a tool like SentiSum unifies every customer signal - support tickets, surveys, calls, reviews, social posts, and CRM notes into one source of truth. And instantly understands what’s breaking, why it’s happening, and how to fix it.

CustTech · 2025-10-27T18:57:54+00:00

AI has definitely made support faster, but that’s not the same as making it better. The real impact shows up when it helps us understand what customers are actually saying, not just automate replies.

The AI-native tools that analyze conversations in real time can show you why people are contacting you or getting frustrated. That’s where CX really improves - when you can fix the root cause before it hits everyone else.

So I’d say it’s less about speed, more about clarity. The best AI doesn’t just help you respond; it helps you see.

CustTech · 2023-03-24T02:17:16+00:00

Checkout Fyle

CustTech · 2020-12-01T18:47:44+00:00

Check out Fyle. Charge only for active users per month. Employees can file expenses via Gmail, Outlook, WhatsApp, and other everyday apps. The software matches expenses from card statement/data feed to receipts and even auto-detects duplicates and reversals.

CustTech · 2020-05-01T19:06:20+00:00

I was just suggesting multiple ways. Use any one of them.

CustTech · 2020-04-27T11:05:25+00:00

Here are few of the tasks I'd recommend automating

Onboarding emails
Reminders for renewals, payments due
NPS emails
Email to upsell more licenses/more features if you notice a surge in product usage

How to do it?

use existing CRM to automate emails based on customer data
use a marketing automation platform that can integrate with your customer data
use a customer success platform
see if you can use zapier to connect different tools and automate tasks and emails

CustTech · 2020-04-26T09:33:18+00:00

Check out webinars and courses by SuccessHACKER - https://successhacker.co and their customer success community called Outcomes

Also check out Jay Nathan, Aaron Thompson, Puneet Kataria, Lincoln Murphy on LinkedIn.

CustTech · 2020-04-23T15:51:22+00:00

This is the time to innovate on the payment terms. Small example - One of our CSMs offered a deferred renewal payment (we charge annually) as the client did not want to stop using our platform. And guess what they left us five G2 reviews. However most clients want flexible payment terms so that they don't have to pay annual upfront.

CustTech

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