Preferred communication channel with internal & external customer while we talk about sharing feedba

Tanuj Diwan
Tanuj Diwan Member Posts: 30 Expert
10 Comments
edited July 2020 in Customer Success Leadership Community

I need to ask all CSM what is their prefferred mode of communication in terms of asking for feedback externaly and share feedback with internal teams.  

External.

Hubspot

Salesforce

Mailchimp

Intercom

Gainsight

Churnzero

Zapier

Internal

Slack

Microsoft teams

Emails

Out of these what would be the top priority in the case of Internal & External?

How deep are the integrations with these external channels for your CS/Feedback platform?

For example

1. Trigger-based feedback in changes in CRM

2. Feedback response sync back to CRM

3. Ticket generation based on responses.  

Is there anything you would like to add?

 

 

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Comments

  • Will Pagden
    Will Pagden Member Posts: 99 Expert
    edited July 2020
    There is kind of 2 things here @Tanuj Diwan, there is preferred method and then what your tech stack allows.

    In my experience the 2 are different. Unless you are a founding member or are fortunate enough to be able to change the whole organisation I find a lot of the time internal communication is pretty restricted to what is in place.

    In addition, for me we ask for feedback using Gainsight, but thats because we have that for our CS platform and it has that capability. Is it the best at it? Probably not but its what we have and we cant justify further costs so its a difficult one.

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