Reply without switching tools
Email or SMS from the customer's response, anonymous or not
Winning back unhappy customers
Close the loop, one case at a time
Write to the unhappy customer straight from InputKit, by email or SMS, even when they answered anonymously. The exchange stays in a thread the whole team can see, then a short survey confirms the situation is genuinely resolved.
The open loop
Collecting became easy. Replying, much less so.
The comment arrived, it was read, and then it sat there. Between the moment a customer voices their disappointment and the moment someone actually answers, most companies have no mechanism at all.
5%
of companies tell customers what they changed, while 95% collect feedback
Gartner
Between the comment you received and the customer you called back, you need a thread, an owner, and proof that the situation is settled.
Why the loop never closes
According to Gartner, 95% of companies collect customer feedback, but only 10% use it to improve and 5% tell customers what they changed. Collecting has become easy. Reaching back out to the right person, at the right moment, with the right message, much less so.
What gets in the way:
Follow-up happens outside the system
A phone call, an email sent from a personal inbox, a note on a sticky pad: none of it is visible to the rest of the team. The next person to open the case starts over, or calls a customer who was already contacted.
Anonymous customers feel out of reach
Many of your strongest signals come from anonymous responses. Without a dedicated reply channel, those customers stay unreachable and their dissatisfaction never gets a conclusion.
Nobody knows whether the save worked
You called, explained, fixed it. And then? With no measurement afterwards, the dissatisfaction stays in your numbers and you have no proof the customer was actually won back.
From the comment received to the customer won back, without leaving the tool
What a case tracked end to end changes:
Write to the customer by email or SMS from their response. Templates cover the recurring situations, with fields that fill in on their own, and AI drafts a first version from what the customer wrote. You edit, you send.
Assign the case to the right person, add internal notes your colleagues can see, share the response by email, Slack, or Microsoft Teams. The status switches to "customer contacted" the moment you message them, with nobody having to update it.
Once the case is closed, the follow-up sequence goes out on its own. Two questions are enough to learn whether the customer is satisfied with how you handled it and to update their NPS. Recovered satisfaction offsets the original dissatisfaction in your indicators.
Unhappy response received
The thread opens with a drafted reply ready
A bad experience handled well is remembered better than an ordinary one.
Satisfaction after the save+31%
G★★★★★4.9· 312 cases closed
GRESOLVED
Follow-up complete
★★★★★
“I left genuinely disappointed. They wrote to me, we talked it through, and honestly I'm going back.”
What closing the loop gives you
Win customers back
A customer heard after a letdown often becomes more loyal
Keep a record of every exchange
Internal notes and history visible to the whole team
Prove that it worked
The post-intervention survey updates the customer's NPS
Avoid the negative review
The conversation stays private instead of landing on Google
Since we got InputKit, we identify 2-3x more unhappy customers. InputKit lets us act fast and create a WOW effect. It's an incredible tool, I couldn't go without it. Our ROI is excellent: it's the cheapest advertising we've ever had!
Robert Dubé
General Manager at Les Spécialistes de l'électroménager
Ready to turn unhappy customers into advocates?
In 15 minutes we'll walk you through the whole path: the reply written in the thread, the case assigned and annotated, then the follow-up that confirms the customer really came back.