Closing the Loop in Savio

Closing the Customer Feedback Loop

“Closing the loop” just means letting your customers know when you built a feature they asked for. It’s an easy way to get credit for listening to your customers. Closing the loop increases retention and boosts sales, and it’s really easy to do in Savio.

Here’s how to close the loop.

1. Find your shipped features

Filter through your feature requests to find the ones that you’ve marked as “Shipped”. You can easily filter for “Shipped” features right from the top of the “Feature Requests” page.

From the “Feature Requests” page, click the “Shipped” filter to find all the Feature Requests you’ve marked as “Shipped”.

To close the loop on one of these feature requests, click on it.

2. Select your recipients

Now you’re in the Feature Request. Simply click “Select people to contact”.

You’ll see a list of all the people who have provided feedback. Choose who you’d like to send an email to using the checkbox beside each individual’s name. Once you’ve selected your recipients, you have two options:

  1. You can send your email from outside Savio. Use the “Copy Emails to Clipboard” button to copy all the recipient email addresses to your clipboard so you can paste them right into your email client.

  2. You can send your email from within Savio. Click the “Email Selected People” button.

Finding people who you haven’t closed the loop with yet

You can filter the list of people who want this feature down to those who you haven’t closed the loop with yet by clicking the “Loop Not Closed” button:

This is helpful when you Close the Loop in batches and send different emails to different requesters.  For example, you might send one email to Lost Deals, another to Churned customers, and another to Active customers. In this case you’re closing the loop three times, so it’s helpful to filter the list of requesters down to just people you haven’t closed the loop with yet.

3. Sending email from Savio

It’s easy to create close-the-loop emails right from Savio. We recommend keeping close-the-loop emails short, including the following elements:

  • A note that they asked for a feature and you built it

  • A link or attachment where they can learn more or turn on the feature

  • A thank you for providing feedback and encouragement to provide more

Here’s an example of a simple but effective close-the-loop email.

4. Choose an action

You can automatically take several actions to help you keep track of who you have closed the loop with.

You can choose one of three actions when sending recipients emails from Savio.

I’m just emailing these people: Select this option when you’re just sending correspondence or asking for follow-up feedback. It will not change any feature request attributes or flag respondents as notified.

I’m closing the loop: Select this option when you are notifying recipients that you’ve built the feature they asked for. This action puts a flag in each person’s feedback to let your team know that they have been notified.

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Savio makes it easy to keep track of who has been notified about new features.

Sometimes you’ll want to notify some customers before others. This action makes it easy to identify who has been notified and who hasn’t.

I’m closing the loop and want to set this Feature Request’s status to “Customer notified”: Select this option when you are finished closing the loop. This action puts a flag in each person’s feedback to let your team know that they have been notified. It also changes the status of the Feature Request to “Customer Notified”.

5. Change your email settings and hit send

Last, you can change your email settings if you need to. Just click “Change reply-to or bcc fields”.

Reply to: The “Reply-to” field lets you choose where your customers’ email replies will go. You can set this to your personal email or another email. At Savio, we usually make this our support email address so customer replies to our Close the Loop emails are sent to our support team.

Bcc: Choose anyone you want to blind carbon copy. We usually bcc our CRM so that we can keep track of all our customer communications.

You can where customer replies are sent and who to Bcc.

Finally, just hit the big blue “Send Message” button to send your email and close the loop with your customers.

Power User Features

Here are some more features we included to level up your close-the-loop emails.

Send a test email

Make sure your email is formatted properly by sending yourself a test email. Just click “Send test email” under the “Body” field.

Send yourself a test email to make sure it looks good.

Set your default email settings

You can make it quicker to close the loop by changing your default settings so that the email template, bcc, and reply-to fields have a default value for every email you send (though you can still change the values for each email you send).

Click “Settings” and then scroll down to “Feature Request Email Notification Settings”

Then scroll down to “Feature Request Email Notification Settings” and click “Manage Settings”.

Here you can set all your default settings for outbound emails.

Default Value for First Name: It’s good practice to personalize your emails with your customer’s name—for example, “Hi Helen,”. But if you don’t have a first name for your customers, we’ll use the value of this field as a substitute. We like using “friend” so the greeting becomes “Hi friend,”.

Default Reply To: Set the email address that customer replies to your emails will go to. We like to send ours to our support email address.

Default Bcc: Choose any default address to bcc with your customer emails. We like to include our CRM so that we can keep all our customer communications together.

Email Template: Here you can change your default email template. We like to keep ours short and always include a link where the customer can find more information.

When you’re done, click the blue “Update” button to save your changes.

Last Updated: Apr 27 2021