Organize Public Customer Feedback
Customer feedback arrives outside your support inbox, too. Gather matching public conversations, distinguish product issues from general commentary, and keep the original evidence attached.
By ChatterBeam · Updated
At a glance
Collect source-linked product feedback, organize bug reports and feature requests, and review sentiment with ChatterBeam.
Collect feedback around a product or launch
Create focused keywords for your product and relevant aliases. Group them by product or campaign so saved views can follow that grouping as your monitoring changes.
Use classification as a starting point
Review categories and sentiment alongside the original content. Automated classification helps organize a feed, but sarcasm, short posts, and missing context can affect interpretation. Source-specific classification behavior also differs.
Move mentions through a follow-up workflow
Use Open, Follow up, and Done states to distinguish new evidence from items already reviewed. Save useful mentions and mark unrelated results irrelevant to keep your working feed focused.
Check trends against concrete examples
Review Analytics over a consistent date range, then inspect individual mentions before drawing a conclusion. A rise in negative collected mentions can suggest an issue to investigate; it does not by itself measure sentiment across your whole customer base.
Common questions
Does this replace customer support?
No. ChatterBeam helps you discover and review public feedback. It complements direct support conversations and your team's issue-tracking process.
Can my team receive alerts?
Configure alerts for the criteria you want to track. Delivery depends on your alert settings, supported channels, and account limits.
Put it into practice
Start with one product keyword, inspect the collected mentions, and refine your rules from the results.
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