Today, I’m excited to announce a really small improvement to Userback.
I know what you’re thinking. It’s just a small improvement, so why are you so excited?
Well, it’s because this particular improvement, albeit only small, has the potential to save you a lot of time when managing your customer’s feedback with Userback.
In fact, this improvement is so small, it doesn’t even have a name. So I’ll simply describe it to you instead.
If your clients add new comments to feedback tickets that have already been resolved, they will now automatically get re-opened.
This is a huge time-saver as it means you no longer need to worry about missing a notification message, or checking through resolved feedback to see if a customer has replied. Now you can simply focus on your “Open” feedback, safe in the knowledge that any new questions from your customers can be found here.
Let me show you how it works using our customer support workflow as an example.
One of the many ways that we use Userback within our own team is for customer support. So when our customers ask us questions via our feedback widget, they are automatically captured as new feedback in our Userback account.
For us, a typical customer support ticket looks like this and starts off with an “Open” status.
We pride ourselves on the speed of our customer support, so the moment we see an “Open” support ticket, we jump on it ASAP and reply back to the customer via Userback’s commenting features.
And in most cases, we’re now able to mark the issue as “Resolved” as no further action is required. Job done! 👊
However, sometimes a customer replies back with a new question which can be a little tricky to manage because the feedback ticket has already been resolved. We don’t want to miss it, so we use email notifications to let us know that a new comment has been added. But this can be time-consuming as email inboxes get busy and it’s too easy to miss a notification. Particularly when there is a lot of back-and-forth with the customer.
But not anymore!
With this latest small improvement, because the customer added a new comment to their ticket, it gets automatically re-opened and appears again as “Open” feedback. So we don’t need to worry about our email notifications to see new comments from our customers. We can now simply look at the “Open” feedback in Userback.
I hope you love this latest new improvement as much as I do. It’s available right now in your account, so go ahead and check it out.
If you’d like to learn more about managing feedback with Userback, check out this help article.
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