{"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 teams"},"content":{"rendered":"<p>A big part of customer support and success is making sure customers have the features they 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 exist<\/li>\n<li>Or, a feature is confusing or hard to find<\/li>\n<li>And, your customers will probably have ideas for new things they&#8217;d like to see from your tool<\/li>\n<\/ul>\n<p>In these times, success and support teams are the glue between customers and the product 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 team<\/a>.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1549 size-full\" src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/06\/middle-layer-3.png\" alt=\"\" width=\"1600\" height=\"456\" 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\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><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 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 management<\/a><\/li>\n<li><a href=\"https:\/\/canny.io\/blog\/canny-for-sales\/\" target=\"_blank\" rel=\"noopener noreferrer\">Canny for 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 loading=\"lazy\" decoding=\"async\" id=\"hs-cta-img-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" class=\"hs-cta-img aligncenter\" style=\"border-width: 0px;\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/5705808\/e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa.png\" alt=\"Canny free trial\" width=\"1300\" height=\"642\" \/><\/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 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 Slack.<\/p>\n<figure id=\"attachment_1902\" aria-describedby=\"caption-attachment-1902\" style=\"width: 2771px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1902 size-full\" src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/spreadsheet-2.avif\" alt=\"\" width=\"2771\" height=\"1883\" srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/spreadsheet-2.avif 2771w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/spreadsheet-2-300x204.avif 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/spreadsheet-2-768x522.avif 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/spreadsheet-2-1507x1024.avif 1507w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/spreadsheet-2-177x120.avif 177w\" sizes=\"auto, (max-width: 2771px) 100vw, 2771px\" \/><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 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 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 basis.<\/p>\n<h2>Let your customers be the champions<\/h2>\n<p>Without Canny, you need to be the champion for customer 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 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 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 specifications.<\/p>\n<p>This way, nothing gets lost and product has everything at their fingertips.<\/p>\n<figure id=\"attachment_1951\" aria-describedby=\"caption-attachment-1951\" style=\"width: 2038px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"border wp-image-1951 size-full\" src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/internal-comment.avif\" alt=\"Internal comments in Canny\" width=\"2038\" height=\"396\" srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/internal-comment.avif 2000w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/internal-comment-300x58.avif 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/internal-comment-768x149.avif 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/internal-comment-1800x350.avif 1800w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/10\/internal-comment-210x41.avif 210w\" sizes=\"auto, (max-width: 2038px) 100vw, 2038px\" \/><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 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 loop.<\/p>\n<h2>Close the feedback loop<\/h2>\n<p>There are two ways you can use Canny to track customer 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 changes:<\/a><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-1329\" src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/05\/status-update-message.avif\" alt=\"\" width=\"1600\" height=\"636\" srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/05\/status-update-message.avif 1600w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/05\/status-update-message-300x119.avif 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/05\/status-update-message-768x305.avif 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/05\/status-update-message-210x83.avif 210w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><\/p>\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 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 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 distraction.<\/p>\n<p>This puts your entire company at 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 easier?<\/p>\n<p>As customer success and support reps, you are the glue between customers and product.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"gif aligncenter\" src=\"https:\/\/media.giphy.com\/media\/MCZ39lz83o5lC\/giphy.gif\" alt=\"\" width=\"700\" height=\"375\" \/><\/p>\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 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 product.<\/p>\n<p>If you want to give Canny a try, <a href=\"https:\/\/canny.io\/register\">sign up 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":[],"modified_by":"Maria Vasserman","_links":{"self":[{"href":"https:\/\/canny.io\/blog\/wp-json\/wp\/v2\/posts\/1975","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/canny.io\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/canny.io\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/canny.io\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/canny.io\/blog\/wp-json\/wp\/v2\/comments?post=1975"}],"version-history":[{"count":23,"href":"https:\/\/canny.io\/blog\/wp-json\/wp\/v2\/posts\/1975\/revisions"}],"predecessor-version":[{"id":11351,"href":"https:\/\/canny.io\/blog\/wp-json\/wp\/v2\/posts\/1975\/revisions\/11351"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/canny.io\/blog\/wp-json\/wp\/v2\/media\/5786"}],"wp:attachment":[{"href":"https:\/\/canny.io\/blog\/wp-json\/wp\/v2\/media?parent=1975"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/canny.io\/blog\/wp-json\/wp\/v2\/categories?post=1975"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/canny.io\/blog\/wp-json\/wp\/v2\/tags?post=1975"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}