Collect and Catalog Feedback for Your Brand

Centralize customer feedback from multiple channels with Aide AI

As a brand, staying attuned to your customers’ thoughts and opinions is essential for growth and success. However, with feedback scattered across various channels like email, chat, and social media, it can be challenging to keep track of it all. This fragmented approach makes it difficult to identify trends, address common concerns, and make informed decisions to improve your products and services.

Aide’s topic detection capabilities enable you to collect and catalog customer feedback from all your support conversations in one centralized location. This allows you to gain valuable insights, prioritize improvements, and ultimately enhance the customer experience.

What you’ll accomplish

By following these steps, you’ll configure Aide to automatically detect when a customer provides feedback in a conversation, allowing you to easily filter and analyze this valuable information. Once set up, you can visit the Reports page to view feedback-related metrics and identify trends or common issues. Collecting and analyzing feedback can lead to improved customer satisfaction and loyalty, as you demonstrate your commitment to listening and responding to common concerns. As your needs evolve, you can expand your feedback collection by creating additional topics for specific products or customer segments.

Pre-requisites

• Helpdesk integration (Zendesk, Front) or Aide Chatbot

Task outline and guidelines

For this use case, you will:

• Create a Customer Feedback Topic
• Optionally create more granular feedback Topics, such as Product X Feedback or Shipping Feedback
• View and analyze feedback-related metrics on the Reports page

Creating granular feedback topics can help you gain more specific insights and identify issues with particular products or services, allowing you to take targeted action to address customer concerns.

Setting it up in the app

Tip: You can import the Customer Feedback Workflow template to get started quickly. This comes packaged with a few example Topics related to feedback, and a Workflow that marks negative feedback as High Priority.

Otherwise, follow the steps below.

Create the “Customer Feedback” Topic

1. Go to the Topics page and click +create topic
2. Name the Topic Customer Feedback and provide a description, such as “General feedback, opinions, or suggestions from customers”
3. Optionally add 5-10 example conversations that represent different types of customer feedback (do this if you need to further improve accuracy)

Create additional feedback Topics

If desired, follow the same steps as above to create more specific feedback Topics, such as:

• Product X Feedback
• Shipping Feedback
• Website User Experience Feedback
• Mobile App Performance Feedback

Test it

1. Send a test email or start a chat conversation with your support inbox or chatbot, mimicking the kind of message that should get a feedback-related topic
2. Verify that the appropriate feedback Topic was identified in the conversation

Next steps

• Regularly review the Reports page, filtering by your feedback Topics to gain insights and identify trends
• As your product line or customer base grows, consider creating additional Topics to capture more granular insights
• Remember that regularly reviewing and acting on customer feedback can help build trust and improve customer relationships over time