Close the omnichannel feedback loop
Closed Loop Feedback enables immediate follow-up, insight, and action on critical customer feedback. Automate signals, assign responsibilities, and strengthen customer trust – all from one smart system.
From feedback to concrete action
Collecting feedback is valuable – but it only becomes truly powerful when you act on it. In many organizations, negative or critical feedback is often neglected. There’s no clear ownership, follow-up is delayed or doesn’t happen at all, and customers are left in the dark. With Closed Loop Feedback (CLF), feedback is automatically assigned to the right person – complete with all the context, instructions, and tools needed to take immediate action. This empowers employees to resolve issues effectively and gives customers the confidence that their voices are heard.
Smart follow-up rules that you control
No one-size-fits-all approach here. As an organization, you decide what matters most. With CLF, you set rules that align perfectly with your processes and KPIs. For example: every negative review following an incident is automatically followed up within 24 hours. Or: feedback containing the topic ‘complaint’ is instantly routed to a specific team lead. CLF adapts to your needs – and acts accordingly.
- Set rules based on questions, scores, or metadata
- Use and/or conditions for greater precision
- Automate follow-up via email or webhook
- Integrate with your own CRM or ticketing system
- Automatically assign a responsible owner
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Insight and control with real-time dashboards
Managers don’t just want to know if follow-up is happening – they want to understand how fast, by whom, and with what outcome. The CLF dashboard provides a real-time overview of all open and closed cases, broken down by priority, team, survey, or time period. This gives you control over your processes, helps you avoid blind spots, and allows for targeted adjustments where needed.
Why is this important? Because following up on feedback isn’t just a task – it’s a strategic part of your customer experience. And that requires clear direction.
Increase customer trust through personal follow-up
What happens when a customer shares feedback – and then hears nothing in return? Exactly: frustration. With CLF, the employee or agent responsible for the follow-up receives an instant notification, including all the necessary context and clear instructions that your organization can customize for each type of feedback. Whether someone has access to the platform or not, follow-up is always easy. Through a personalized email with a direct link, even colleagues outside the platform can take action, leave notes, or respond to the customer personally.
It doesn’t just feel professional – it builds trust, shows that you’re truly listening, and strengthens the relationship with your customer.
Because genuine care comes down to timely and accessible follow-up.
