Turn customer feedback into product themes
Each week, see what customers asked for, grouped and counted, with links.
Customer support · Software · On a schedule · Updated
Works with
Slack
Intercom
Pylon
Zoho Desk
Unthread
Freshdesk
Granola
Fireflies
Fathom
Otter.ai
Read AI
ZoomHow do you analyze customer feedback each week?
To analyze customer feedback each week, set Maito to run a weekly Loop. It reads the week's tickets and call notes, groups what customers asked for into themes, and counts how many customers asked, not how many times. You get a ranked list in Slack with links to the sources.
How it's done today
Feature requests get lost in tickets and calls.
What Maito does
- Read tickets, chats and call notes
- Pull out requests and complaints
- Group and count
- Post to product
Example
Loop run: Friday 3:00 PM · Weekly customer feedback
From 142 tickets and 9 customer calls this week: 1. Bulk edit: 18 asks, 12 customers. 2. Outlook calendar sync: 11 asks, 11 customers. 3. Audit log export: 7 asks, 7 customers. Last week it was 2. Catch on #1: 12 of the 18 came from two customers, Acme and Globex, repeating it on every ticket. Counted once per customer, bulk edit is 6 customers, below the Outlook request. Catch on #3: 5 of the 7 came up in calls, not tickets, so support never saw them. All 5 are healthcare accounts, and the rest of the quotes mention an audit. Ticket numbers and call dates are in the thread.
@Maito send me the 5 audit log quotes from the calls.
Here they are, from the Granola notes: • Umbrella Health, Oct 13: "Our auditor needs every admin action for 12 months." • Soylent Labs, Oct 14: "We export logs by hand every quarter." The other 3 are in the attached notes. Attached: audit-log-quotes.pdf
Maito (3:00 PM):
From 142 tickets and 9 customer calls this week:
1. Bulk edit: 18 asks, 12 customers.
2. Outlook calendar sync: 11 asks, 11 customers.
3. Audit log export: 7 asks, 7 customers. Last week it was 2.
Catch on #1: 12 of the 18 came from two customers, Acme and Globex, repeating it on every ticket. Counted once per customer, bulk edit is 6 customers, below the Outlook request.
Catch on #3: 5 of the 7 came up in calls, not tickets, so support never saw them. All 5 are healthcare accounts, and the rest of the quotes mention an audit.
Ticket numbers and call dates are in the thread.
Leo (3:12 PM):
send me the 5 audit log quotes from the calls.
Maito (3:13 PM):
Here they are, from the Granola notes:
• Umbrella Health, Oct 13: "Our auditor needs every admin action for 12 months."
• Soylent Labs, Oct 14: "We export logs by hand every quarter."
The other 3 are in the attached notes. Attached: audit-log-quotes.pdf
How to set it up
- Ask your agent
“Every Friday at 3, read this week's Intercom tickets and our Granola call notes, group the customer requests, count them, and send the top ones to #product-feedback.”
- Connect support desk
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
- Connect call notes
- Granola
- Fireflies
- Fathom
- Otter.ai
- Read AI
- Zoom
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It only sees feedback that was written down. A request made in a meeting nobody recorded isn't counted.
Questions
One customer repeating a request on every ticket can look like a trend. Maito counts each customer once and shows both numbers.
Your support desk and call notes from Granola, Fireflies, Fathom, Otter.ai, Read AI or Zoom.
Yes. The Loop can post to a product channel or send an email every week.
