> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://staging.chrisp.chat/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to take advantage of customer feedback?

****Using customer feedback to improve customer experience is something we really thrive on at Crisp. From now you can export new user feedback through a webhook, here's how you should do.****

|| This feature is only available from the Essentials plan

# Customers feedback are centralized inside your analytics

Until now, feedback were centralized inside the Analytics tabs. It allowed you to [monitor each feedback](https://www.reviewflowz.com/) , given per users. You could then return back to the conversation and send the appropriate message, based on the review the customer gave about your customer service.

![](https://storage.crisp.chat/users/helpdesk/website/-/2/4/f/3/24f3fb4252f51600/5fb766ae-4578-4ae2-9f47-b269d7_hxqpku.png)

![A view of Crisp customer feedback for February 2020](https://storage.crisp.chat/users/helpdesk/website/-/5/2/7/7/52775b8a304a2000/cba03c75-ba3e-475e-a365-c495ab_rw44e2.png)

# Sharing customer feedback

Here is the thing, some customers got back to us because they wanted to share the quality of their customer service. Following this request, we added a [webhook](https://docs.crisp.chat/guides/web-hooks/quickstart/) that looks for new feedback.

You can activate it over Settings > Workspace Settings > Advanced Configuration, by toggling the event ****session:sync:rating****

![WebHook settings](https://storage.crisp.chat/users/helpdesk/website/-/c/6/1/c/c61c7abb5067b800/fb232a92-e0d5-4755-8438-3d10bb_14qqwjn.png)

As a mean of example, here's what we've done using this webhook.

### Monitor bad customer feedback inside Slack

1. Connect the webhook to Zapier

Zapier offer the ability to receive webhooks inside his own interface and share the data with multiple other software.

![Zapier Webhook](https://storage.crisp.chat/users/helpdesk/website/-/8/9/e/b/89ebed22d5cc6800/0e3255bc-6d32-4a5f-8701-c906eb_nxgutm.png)

2. Add a filtering option

We want to monitor ratings that are lower than 4 out of 5. We decided to add a filter to the zap so it only continues if the data sent through the Zap is lower.

![Doing a filter inside a Zap](https://storage.crisp.chat/users/helpdesk/website/-/f/5/e/d/f5ed36c5a7872000/7e7c5c68-2c03-4067-bfb7-88df20_50vpoy.png)

3. Send the message to Slack

We decided to send the message over Slack inside a specific channel, called "Feedback".

![](https://storage.crisp.chat/users/helpdesk/website/-/a/1/f/0/a1f01fa18e7cf000/c338c6c1-afdb-4a68-9ea1-29bd81_1lxe723.png)

Any other great things to do with these customer feedback? Feel free to share it with us