{"id":1975,"date":"2020-10-07T08:00:11","date_gmt":"2020-10-07T12:00:11","guid":{"rendered":"http:\/\/blog3.canny.io\/wordpress\/?p=1975"},"modified":"2026-03-10T21:06:10","modified_gmt":"2026-03-11T01:06:10","slug":"canny-for-customer-support-success","status":"publish","type":"post","link":"https:\/\/canny.io\/blog\/canny-for-customer-support-success\/","title":{"rendered":"Canny for customer success: using Canny on customer support&nbsp;teams"},"content":{"rendered":"<p>A big part of customer support and success is making sure customers have the features they&nbsp;need.<\/p>\n<h2><strong>As a customer support agent, you get customer feedback all the time:<\/strong><\/h2>\n<ul>\n<li>Sometimes, the functionality customers are looking for doesn\u2019t&nbsp;exist<\/li>\n<li>Or, a feature is confusing or hard to&nbsp;find<\/li>\n<li>And, your customers will probably have ideas for new things they&#8217;d like to see from your&nbsp;tool<\/li>\n<\/ul>\n<p>In these times, success and support teams are the glue between customers and the product&nbsp;team.<\/p>\n<p>It\u2019s your responsibility to <a href=\"https:\/\/canny.io\/blog\/understanding-customer-feedback-why-it-matters-who-is-saying-what\/\" target=\"_blank\" rel=\"noopener noreferrer\">understand the problem<\/a> at hand and <a href=\"https:\/\/canny.io\/blog\/improving-communication-product-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">communicate that to the product&nbsp;team<\/a>.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-1549 size-full lazyload\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/06\/middle-layer-3.png\" alt=\"\" width=\"1600\" height=\"456\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/06\/middle-layer-3.png 1600w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/06\/middle-layer-3-300x86.png 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/06\/middle-layer-3-768x219.png 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/06\/middle-layer-3-210x60.png 210w\" data-sizes=\"(max-width: 1600px) 100vw, 1600px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1600px; --smush-placeholder-aspect-ratio: 1600\/456;\" \/><br \/>\nThis post is a part of a series that highlights how Canny can help various organizations within your business.<\/p>\n<p><strong>Check out the whole&nbsp;series:<\/strong><\/p>\n<ul>\n<li><a href=\"https:\/\/canny.io\/blog\/canny-for-product-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">Canny for product&nbsp;management<\/a><\/li>\n<li><a href=\"https:\/\/canny.io\/blog\/canny-for-sales\/\" target=\"_blank\" rel=\"noopener noreferrer\">Canny for&nbsp;sales<\/a><\/li>\n<\/ul>\n<p><!--HubSpot Call-to-Action Code --><span id=\"hs-cta-wrapper-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" class=\"hs-cta-wrapper\"><span id=\"hs-cta-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" class=\"hs-cta-node hs-cta-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\"><!-- [if lte IE 8]>\n\n\n<div id=\"hs-cta-ie-element\"><\/div>\n\n\n<![endif]--><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/5705808\/e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" id=\"hs-cta-img-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" class=\"hs-cta-img aligncenter lazyload\" style=\"--smush-placeholder-width: 1300px; --smush-placeholder-aspect-ratio: 1300\/642;border-width: 0px;\" data-src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/5705808\/e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa.png\" alt=\"Canny free trial\" width=\"1300\" height=\"642\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(5705808, 'e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa', {\"region\":\"na1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code --><\/p>\n<h2>Improved communication between customer-facing and product teams<\/h2>\n<p>Without Canny, <a href=\"https:\/\/canny.io\/blog\/need-a-product-feedback-tool\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer feedback is very&nbsp;ad-hoc<\/a>.<\/p>\n<p>You may have a Google doc that you use to record customer requests. You may have conversations with a product manager via&nbsp;Slack.<\/p>\n<figure id=\"attachment_1902\" aria-describedby=\"caption-attachment-1902\" style=\"width: 2771px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-1902 size-full lazyload\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/spreadsheet-2.png\" alt=\"\" width=\"2771\" height=\"1883\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/spreadsheet-2.png 2771w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/spreadsheet-2-300x204.png 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/spreadsheet-2-768x522.png 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/spreadsheet-2-1507x1024.png 1507w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/spreadsheet-2-177x120.png 177w\" data-sizes=\"(max-width: 2771px) 100vw, 2771px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 2771px; --smush-placeholder-aspect-ratio: 2771\/1883;\" \/><figcaption id=\"caption-attachment-1902\" class=\"wp-caption-text\">Yikes\u2014tracking feedback this way is a disorganized mess.<\/figcaption><\/figure>\n<p><a href=\"https:\/\/canny.io\/blog\/improving-communication-product-support\/\">Communicating with product managers<\/a> is sporadic and\/or unseen. Information gets lost and your customers remain&nbsp;unsuccessful.<\/p>\n<p>With Canny, you have <a href=\"https:\/\/canny.io\/blog\/organizing-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">an organized, dedicated home for customer requests<\/a>. Canny is the level playing field where the product team can see the most important requests. They can then use that information to build their&nbsp;roadmaps.<\/p>\n<p>For success and support, it means being able to keep track of your customers and all their requests. You can see the status of each request and either update customers automatically or on a 1-on-1&nbsp;basis.<\/p>\n<h2>Let your customers be the champions<\/h2>\n<p>Without Canny, you need to be the champion for customer&nbsp;needs.<\/p>\n<p>It&#8217;s difficult to remember and follow up on everything. But not only that: you also need to fight to be&nbsp;heard.<\/p>\n<p>With Canny, you\u2019re putting your customer at the forefront. The product team can see that there are actual customer accounts that requested a&nbsp;feature.<\/p>\n<p>Instead of trying to remember the details of a feature request, you can add customer insights in real time. Vote on Canny posts on their behalf and include any important customer quotes, details, or&nbsp;specifications.<\/p>\n<p>This way, nothing gets lost and product has everything at their&nbsp;fingertips.<\/p>\n<figure id=\"attachment_1951\" aria-describedby=\"caption-attachment-1951\" style=\"width: 2038px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"border wp-image-1951 size-full lazyload\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/internal-comment.jpg\" alt=\"Internal comments in Canny\" width=\"2038\" height=\"396\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/internal-comment.jpg 2000w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/internal-comment-300x58.jpg 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/internal-comment-768x149.jpg 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/internal-comment-1800x350.jpg 1800w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/internal-comment-210x41.jpg 210w\" data-sizes=\"(max-width: 2038px) 100vw, 2038px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 2038px; --smush-placeholder-aspect-ratio: 2038\/396;\" \/><figcaption id=\"caption-attachment-1951\" class=\"wp-caption-text\">Include additional details as an internal comment so that the product team has all the information they need.<\/figcaption><\/figure>\n<p>If you use <a href=\"https:\/\/canny.io\/integrations\/intercom\" target=\"_blank\" rel=\"noopener noreferrer\">Intercom<\/a> or <a href=\"https:\/\/canny.io\/integrations\/zendesk\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk<\/a>, it\u2019s even easier to keep track of customer requests. We have integrations with both platforms that allow you to log user feedback without leaving the&nbsp;tool.<\/p>\n<p>This way, you can ensure that the product team will see the request, and your customers will be kept in the&nbsp;loop.<\/p>\n<h2>Close the feedback loop<\/h2>\n<p>There are two ways you can use Canny to track customer&nbsp;feedback:<\/p>\n<ol>\n<li><strong>Publicly<\/strong><br \/>\nInclude Canny within your product so your customers have an accessible place to give feedback themselves.<\/li>\n<li><strong><a href=\"https:\/\/canny.io\/blog\/using-canny-privately\/\" target=\"_blank\" rel=\"noopener noreferrer\">Privately<\/a><br \/>\n<\/strong>Empower your customer-facing teammates to track feedback they get in customer conversations on behalf of customers.<\/li>\n<\/ol>\n<p>If you use Canny publicly, your customers automatically get updated with <a href=\"https:\/\/canny.io\/blog\/status-changes\/\" target=\"_blank\" rel=\"noopener noreferrer\">status&nbsp;changes:<\/a><\/p>\n<img decoding=\"async\" class=\"aligncenter size-full wp-image-1329 lazyload\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/05\/status-update-message.jpg\" alt=\"\" width=\"1600\" height=\"636\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/05\/status-update-message.jpg 1600w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/05\/status-update-message-300x119.jpg 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/05\/status-update-message-768x305.jpg 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/05\/status-update-message-210x83.jpg 210w\" data-sizes=\"(max-width: 1600px) 100vw, 1600px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1600px; --smush-placeholder-aspect-ratio: 1600\/636;\" \/>\n<p>If you use Canny privately, you\u2019ll want to keep an eye on the <a href=\"https:\/\/feedback.canny.io\/\" target=\"_blank\" rel=\"noopener noreferrer\">roadmap<\/a>. When posts get marked as complete, you have a list of customers to follow up&nbsp;with.<\/p>\n<p><a href=\"https:\/\/canny.io\/blog\/canny-changelog\/\" target=\"_blank\" rel=\"noopener noreferrer\">Closing the feedback loop<\/a> is a great way to re-engage customers. It also shows them that their feedback is&nbsp;important.<\/p>\n<h2>Keep everyone connected\u2014even as you scale<\/h2>\n<p>As your company grows, it\u2019s easy for product teams to get more and more detached from customers. The sheer volume of people involved creates complexity and&nbsp;distraction.<\/p>\n<p>This puts your entire company at&nbsp;risk.<\/p>\n<p>Product teams should always have a pulse on your customers. What problems do they face? How can we make their lives&nbsp;easier?<\/p>\n<p>As customer success and support reps, you are the glue between customers and&nbsp;product.<\/p>\n<img decoding=\"async\" class=\"gif aligncenter lazyload\" data-src=\"https:\/\/media.giphy.com\/media\/MCZ39lz83o5lC\/giphy.gif\" alt=\"\" width=\"700\" height=\"375\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 700px; --smush-placeholder-aspect-ratio: 700\/375;\" \/>\n<p>It\u2019s your job to make sure that your product team considers customer feedback when it comes to <a href=\"https:\/\/canny.io\/blog\/roadmap-prioritization-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">prioritizing what to&nbsp;build<\/a>.<\/p>\n<p>Canny is an easy way for you to ensure feedback is communicated at all times, and that there is a strong, organized link between customers and&nbsp;product.<\/p>\n<p>If you want to give Canny a try, <a href=\"https:\/\/canny.io\/register\">sign up&nbsp;today<\/a>!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer-facing teams are the glue between your customers and your product team. Here&#8217;s how a customer feedback tool can help success and support teams.<\/p>\n","protected":false},"author":2,"featured_media":5786,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[9],"tags":[],"class_list":["post-1975","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-canny-best-practices"],"aioseo_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Using Canny as a feedback tool for customer support teams - Canny Blog<\/title>\n<meta name=\"description\" content=\"Customer-facing teams are the glue between your customers and your product team. 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