Customer Feedback Manager
Turn every review and support message into an on-brand reply — drafted for your approval, never sent without it.
샘플 브리핑
"Headline: negative reviews up this week, all citing the new onboarding. / 31 items: 19 pos / 7 neu / 5 neg (neg up from 2). / Top theme: 'onboarding confusion' (8 mentions). / 4 replies drafted, awaiting your approval."
Customer Feedback Manager이(가) 하는 일
- Sweeps connected feedback sources — App Store & Google Play reviews, Intercom, support email, and social comments.
- Triages every item by sentiment, urgency, and theme so you see what's on fire and what's just noise.
- Drafts on-brand replies in your voice — you approve each one before it sends.
- Posts approved replies through the gated connector, or hands you a ready-to-paste draft where there's no reply API.
- Sends a weekly Voice-of-Customer digest: top themes, sentiment trend, and what needs a reply.
작동 방식
Customer reviews and support messages are the most direct signal your business gets — but they pile up faster than most founders can process. The Customer Feedback Manager reads every connected feedback source on your behalf, sorts the signal from the noise, and hands you drafted replies you can approve in seconds rather than compose from scratch.
Connect your feedback sources first. The agent sweeps App Store and Google Play reviews, Intercom conversations, support email (Gmail), and social comments on X, YouTube, Facebook, and Instagram. For sources without a reply API — Discord, GitHub — it drafts the reply for you to post by hand. You control which sources are connected; the agent only reads what you've authorized.
Every item gets triaged, not just the loud ones. The agent scores each piece of feedback by sentiment, urgency, and recurring theme. You see a triage summary before you read a single individual item — so a spike in "onboarding confusion" reviews surfaces as a theme, not a pile of individual notifications to wade through.
Replies wait for your approval — always. The agent drafts an on-brand reply for each item that warrants a response. Nothing sends until you approve it. Public review responses on the App Store and Google Play are permanent, so the gate is non-negotiable: draft, you approve, then it posts through the connector you've configured. If there's no connector, it hands you the draft to paste yourself.
Escalations stay with you. Refunds, credits, account changes, and anything legal or safety-adjacent get flagged for a human — the agent drafts an acknowledgment reply and routes the underlying issue to you. It never makes commitments it isn't authorized to make.
Weekly digest closes the loop. Every week you get a Voice-of-Customer summary: top themes, sentiment trend versus last week, items that still need a reply, and patterns worth surfacing to product.
Customer Feedback Manager이(가) 하지 않는 일
- Never sends a reply without your approval.
- Never issues refunds, credits, or account changes — those escalate to you.
- Never improvises legal, safety, or policy commitments.
- Doesn't post to public review stores without a connector you've authorized.
자주 묻는 질문
- Which feedback sources does it work with?
- Whatever you've connected — App Store and Google Play reviews, Intercom, support email (Gmail), and social comments on X, YouTube, Facebook, and Instagram. For sources without a reply API, like Discord or GitHub, it drafts the reply for you to post.
- Will it reply to customers automatically?
- No. Every reply is drafted and waits for your approval. Public review responses are permanent, so nothing goes out until you say so.
- Can it handle refunds or account changes?
- It drafts a reply acknowledging the request and flags it for you, but it never issues a refund, credit, or account change itself — those stay with a human.