Broadcasts and closing the loop

Closing the loop means telling customers that what they asked for is planned or released. CustomerSaid builds the list of who to tell, with the quote that made them ask, and keeps track of who you have told. It never sends anything itself.

When it becomes available

Customers can be told once a solution is planned or shipped. When you move a solution into either status, the people watching it are told how many customers are waiting. Watchers who can read feedback see "N customers to tell".

The Tell customers screen

Open the solution and choose Tell customers. The screen lists:

• One row per contact behind the evidence of the solution's linked opportunities.
• One row per company whose evidence names no contact.

Each row shows the customer, the best quote they gave ("What they said"), how many pieces of feedback they sent and who captured it. Rows are sorted by evidence and then by name, never by revenue. A summary shows how many are told, such as "4 of 12", and the revenue behind the group, with each company counted once.

Tell a customer

1. Choose Copy message on a row. The message is filled in from your template.
2. Paste it into your email or chat tool and send it yourself.
3. Choose Mark told.

Marking is shared with your team and records who did it and when, so nobody is told twice. Choose Undo if you marked someone by mistake. Use Hide told to focus on who is left.

Anyone who can read feedback can mark customers told.

Edit the message template

Who can do this: people who can update workspace settings (Owner by default).

In Settings › Broadcasts, edit the message for planned and for shipped updates, in English or Polish. If you have not written one, a built-in default is used. You can reset a template to the default at any time.

The Shipped report

In Reports, the Released report lists solutions released in a date range, and how many customers were told. Use it for release notes and for checking follow-through.

Weekly digest

The Monday morning digest mentions solutions that still have customers waiting to be told.

Tips

• Link every relevant opportunity before you tell customers, so the list is complete.
• Personalize the copied message. The template is a starting point.
• If a customer's feedback was in another language, check which template language fits.