Unhappy customers should always be your top priority when you open InputKit. As soon as dissatisfaction is detected, responding quickly is essential. A timely intervention can turn a negative experience into a strong and lasting customer relationship.
Effectively managing negative feedback allows you to:
Close the feedback loop, a key element for any customer-centric organization.
Build loyalty by showing customers that their voice truly matters.
Maintain excellent response rates by increasing trust and engagement.
Gather valuable insights to improve your services.
According to Gartner, 95% of companies collect customer feedback, but only 10% use it to make improvements — and only 5% follow up with customers to let them know actions were taken. With InputKit, you belong to that top 5% that truly stands out.
Where to Find Unhappy Customers
You can access them in several ways:
1. Through notifications
If notifications are enabled, you will receive an alert when a customer expresses dissatisfaction. Click the notification to view the response.
2. From the dashboard
Under the Quick Actions panel, click Unhappy Customers to immediately view customers who reported dissatisfaction.
3. From the “Feedback” menu
Click Feedback in the left-hand menu.
You will see all responses received.
Click Unsatisfied to filter and display only negative responses.
How to Respond to Unhappy Customers
1. Open the customer’s response
Click the response directly in the list.
2. Access the discussion thread
Select the Discussion Thread window.
3. Choose a communication channel
You can reply using the available channel(s):
Email
SMS
Important: Even if the customer is anonymous, InputKit still allows you to send a reply.
4. Write and send your message
Compose your response and click Send message. Your message will appear in the discussion thread.
Responding to unhappy customers helps create a strong, positive impression and differentiates your business from competitors.
Best Practices for Managing Unhappy Customers
If the customer identified themselves
Calling the customer is ideal. A direct conversation often resolves issues more efficiently than a written message.
After contacting the customer, update the management status:
Customer contacted — if you spoke with them or left a voicemail.
Completed — if the issue has been fully resolved.
Updating the status also freezes the management time and ensures proper follow-up.
Add internal notes
If multiple team members handle cases, you can add internal notes in the discussion thread to keep colleagues informed of the situation.
Actively responding to unhappy customers improves their experience, helps prevent negative online reviews, and demonstrates that your company genuinely prioritizes customer satisfaction.
To learn how to respond to an anonymous customer, see this article 👇
If you have any questions, feel free to reach out to us via the chat.