Customer Feedback

While discovery interviews provide in-depth information about underlying user needs, desires, and pain points – Feedback from customer-facing teams is essential for capturing the day-to-day Feedback customers proactively share.

Sales, support, and customer success teams interact with users every day, gathering valuable insights into user pain points, feature requests, and common challenges. Before customer-facing teams can add Feedback to the Inbox, they’ll need to be added to your Vistaly account as Viewers.

Incoming Feedback goes to the Inbox

When someone from a customer-facing team adds Feedback, it will land in the Inbox. Only Editors can create Insights from the Feedback and attach Insights to cards in the tree.

Attaching Insights to Opportunities

Attaching Feedback to cards in the tree (as Insights) works the same as attaching Insights from discovery interviews. Simply highlight the piece (or entirety) of the Feedback, create an Insight, and select the card you want to attach it to.

Again, while Viewers can create Feedback, only Editors can attach Insights to Opportunities and other cards.

Creating New Opportunities from Insights

If you need to create a new Opportunity from an Insight, press the “Find In Tree” button to create an Opportunity and attach the Insight.

Getting to “Inbox 0”

When you create an Insight from Feedback and attach it to a card, the Feedback is automatically marked processed.

If you get a piece of Feedback submitted that isn’t particularly relevant, you can remove it by marking it as processed.

Import your existing Feedback repositories

If you have an existing place where all of your customer Feedback is collected, you have a few options for importing or migrating Feedback to Vistaly.

CSV Import

To import via CSV, head to the Inbox and click the 3-dots menu.

Download the sample CSV file to see the format needed to properly import your data. Here’s everything you need to know about the uploader fields:

feedback_body - the actual thing that was said that you would like to capture
feedback_captured_date - the date that the Feedback was given
feedback_url - if the Feedback originated from a customer support tool, include the link here
feedback_sharer_email - the email address of the person who gave the Feedback
feedback_sharer_first_name - the first name of the person who shared the Feedback
feedback_sharer_last_name - the last name of the person who shared the Feedback
feedback_sharer_organization_name - the name of the company the Feedback sharer works for
feedback_sharer_organization_website - if you add a website to Feedback organizations, we’ll auto-group future Feedback givers with a matching email domain to that organization

If you have any existing Persons or Organizations, we’ll try to automatically associate imported Feedback with them.

Not all fields are required!

If you don’t have all of the data supported by the uploader, that’s fine. Upload what you have, and the uploader will walk you through any errors it encounters with your data.

Add Feedback from where teams already work

Getting customer-facing teams to log into Vistaly each time they want to pass along Feedback can be challenging.

Vistaly has a few helpful integrations with third-party tools that make this easier.

Add Feedback directly from Slack

Once you’ve added the Slack integration to your Slack instance, there are two ways to add Feedback from Slack.

Add Feedback using the slash command (/vistaly)

To add Feedback using the slack command, type /vistaly feedback and send the message. This will open the form for adding a new Feedback.

Select the three-dot menu next to the message you’d like to convert into a Feedback. Creating a Feedback using this method will automatically populate the Feedback with the body of the Slack message.

Both methods of creating Feedback will open the Feedback form.

Add Feedback through the Chrome extension

After installing the Chrome extension, select the Vistaly extension icon to add Feedback.