> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.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 centralised 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/-/4/3/d/f/43df827ff89aec0/4be732df-d6d8-4a81-8263-feb09f_88ercc.png)

![A view of Crisp customer feedback for February 2020](https://storage.crisp.chat/users/helpdesk/website/-/3/f/0/9/3f0913c7ce29d400/909ebee4-8448-4908-ac46-878cd2_19ttjvw.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/-/1/8/8/2/1882ffd0053d4800/c5d15a93-6f50-483e-a915-e58b40_8o5lgb.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/-/f/f/5/a/ff5a182e48f25000/f6f78185-ff46-4fa9-93c7-99071a_etopho.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/-/a/f/3/0/af30fc1fe99de000/8bd26cc6-5eb7-4075-84ab-d4c02a_1ngocpf.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/-/9/5/4/9/95496029713ec800/7eddb7a5-1d5d-4c6a-886e-b284bb_k1l47d.png)

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