Reply without switching tools
Email or SMS from the customer's response, anonymous or not
Win Back Your 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. Follow the exchange in a discussion thread, then send a short survey to confirm the situation is genuinely resolved.
They trust us
More than 2,000 businesses trust us
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.
Turn a bad experience into a loyal customer.
How to win back an unhappy customer with InputKit
Everything happens inside the customer's record: what they answered, the history of your exchanges, the team's notes, and the case status. No need to switch tools to follow up.
Step 1: Reply in the discussion thread
Write to the customer by email or SMS from their response. Reply templates save time on recurring situations, with fields that fill in automatically. AI can also draft a first version based on what the customer wrote.
Step 2: Coordinate the follow-up as a team
Assign the case to the right person, add internal notes your colleagues can see, and share the response by email, Slack, or Microsoft Teams. The status switches to "customer contacted" automatically as soon as you message the customer.
Step 3: Measure the outcome
Once the case is closed, send the post-intervention sequence. 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.
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?
A customer who feels heard after a bad experience comes back more often than one who never had a problem. Take 15 minutes to see how InputKit helps you close the loop every time.
