How to work with client feedback in Uspacy CRM
November 21, 2025
4-minute read
Dmytro Suslov
Client feedback is a direct indicator of trust.
When a business systematically works with feedback, it achieves more repeat purchases. The problem is that in most companies, feedback is scattered across messengers, email, and notes. Uspacy offers a unified workspace that combines CRM, communications, and collaboration. Here’s how the system helps collect, store, and use feedback to drive real improvements in service.
Client feedback — what it is and why it matters
Feedback is a client’s honest assessment after experiencing your product or interacting with your team. It reveals the actual quality of your service and serves as a free performance audit from the end user.
These insights shape trust and reputation, directly influencing the decisions of future clients. Positive feedback addresses doubts more effectively than any sales pitch. It’s classic social proof: people look at others’ experiences before making a purchase—true for both B2B and B2C.
That’s why systematically collecting feedback is a necessity. Ignoring it means consciously losing money and missing opportunities to improve. Without this information, a company is essentially “blind” and has no clear direction for growth.
How to collect feedback systematically
Spontaneous feedback is helpful, but it captures only part of the picture. To truly understand client experience, you need a regular, structured feedback collection process. Leaving it to clients to provide feedback on their own is a risky approach.
A service-focused CRM helps automate this stage and ensures that no valuable feedback is lost. Uspacy easily integrates with the main channels for collecting feedback:
- Website forms. The simplest and most effective method. For example, the Made in Ukraine project used Uspacy to collect feedback through direct form integration on their website. Weblium also sends form submissions straight into the CRM. All responses appear instantly in the system.
- Messengers and email. Clients often contact you via Telegram, Viber, or email. Uspacy connects these channels so every message flows into External Lines or directly in the CRM.
- Phone calls. After closing a deal, a manager can contact by phone. Uspacy integrates with telephony, and the results of the call—including the feedback—are recorded in the client’s card as an Activity.
It’s worth noting that this isn’t just about connecting third-party tools. Uspacy also offers built-in primary tools for collecting feedback, including a form builder and a website chat widget. This eliminates the need for extra services or subscriptions. The website chat, in particular, provides a direct channel for instant feedback—positive or negative—while the client’s experience is still recent.
The core idea is simple: consolidate all feedback in one place. This removes confusion and provides managers with full context for every client interaction.
How a CRM helps manage client feedback
Once feedback is collected, what comes next? A CRM’s key benefit is centralizing all information. With Uspacy, feedback can be stored directly in client cards, deals, or individual tasks.
This creates a complete, transparent history of interactions. When a manager opens a client card, they see not only sales but all previous interactions—calls, emails, and, most importantly, the client’s reactions. This solves the common problem of information getting lost in scattered spreadsheets. “Activities” in the CRM make every interaction visible, keeping all client communication in one place.
This approach addresses the question, “What happened before?” The full history is right at hand, providing essential context. And context is the foundation of quality service and repeat sales.
Automation of feedback collection and analysis in Uspacy
Manual work is slow and costly. The essence of a CRM is to eliminate routine tasks. Uspacy enables a simple yet effective cycle: request feedback → record → analyze → act.
Automation in Uspacy makes this process seamless. Here’s how it works in practice:
- Step 1: Automatic request. Set up automation in your CRM funnel. As soon as a deal moves to “Closed successfully,” the system can automatically create a task for the manager: “Collect feedback.”
- Step 2: Feedback recording. Once the client responds—via form or messenger—their reply is automatically added to their client card.
- Step 3: Immediate action. If feedback is negative, the system can automatically assign a task to a manager or quality department for follow-up.
- Step 4: Analysis. Collected responses form the basis for analytics. For example, the “Made in Ukraine” project uses automated surveys to build an “incident log” for identifying recurring issues. Flagma plans to use Uspacy’s Analytics module to gain deeper insights into user behavior based on the collected feedback.
It’s not a complex technology, but this approach frees up managers’ time. Instead of having to remember who to call, they work with already collected information.
How to build a culture of open feedback
Tools are only about 10% of the process. The remaining 90% is the culture of working with feedback.
CRM Uspacy helps make this process transparent and systematic for the entire team. To make it work, a few steps are needed. First, respond to negative feedback quickly. Second, share positive feedback within the team. For this, Uspacy provides an internal Newsfeed or group chats where colleagues can see that their work is delivering results.
Third, analyze trends. Management can use the platform to quickly review processes and monitor effectiveness. This allows decisions to be made based on real feedback. Most importantly, show clients that their feedback leads to changes. When a company identifies and fixes system errors using the ‘request log’, it clearly demonstrates that client feedback is actively used to drive real improvements.
Such a culture increases client satisfaction and turns them from simple buyers into loyal partners. They feel heard.
Conclusion
Client feedback is not just “pleasant” or “unpleasant.” It is a measure of business maturity. Feedback shows how ready a company is to hear the truth and make changes.
The problem is that without a system, this feedback turns into noise. Uspacy helps transform chaotic opinion gathering into a systematic, transparent, and automated process.
By using the tools of CRM, Tasks, and Automation, every piece of feedback becomes a tool for managing reputation, identifying weak points, and improving service or product. And that is the main goal of any business.
Updated: November 21, 2025
