TOM DIVITTORIO ALIZA MARKS CHIEF PRODUCT OFFICER CHIEF OPERATING OFFICER MAPANYTHING GETFEEDBACK Give agents the knowledge of the At GetFeedback, we view our We have interactive Slack channels interactions that have happened support organization as the heart of where everyone can see what our with other departments. When our business. It doesn’t come second customers are asking about or what did we last launch a campaign that when we’re thinking about how to issues are cropping up. And we have touched this customer? When was grow the company and how to scale cross-functional meetings to foster the last time a salesperson spoke the company. It is integral to that communication between teams. to this customer? What was that conversation. When we reframe interaction like? As a service agent, the conversation using those terms, I also need to log my interactions it’s clear that support needs to so that others can see. These be involved in the decisions that conversations are occurring within marketing, product, and sales make different departments, and better about our go-to-market approach. sharing and collaboration is needed. We’ve experimented with a variety of different things. We share voice-of- the-customer reports with our entire organization, so everyone can keep a pulse on customer sentiment. 9