> ## 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/-/e/3/d/2/e3d25c0f28d15800/9bde1dbf-9828-437f-b452-86095d_eae3tj.png)

![A view of Crisp customer feedback for February 2020](https://storage.crisp.chat/users/helpdesk/website/-/c/2/e/c/c2ec9da4f5c54000/d9fdd9fe-0e40-4cd1-822c-cbea4a_w52ptr.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/-/e/b/9/0/eb90b899589b3800/1cb701c5-aa38-4764-b3fa-9fc156_1d3s4ei.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/-/c/d/5/2/cd52b85a1f7b3800/7bf44e9a-cca7-4886-ad21-c8580e_taivay.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/-/d/1/0/0/d1007937c7430800/f3f5c2b3-5ba6-42e1-8646-df6ebf_wonlgy.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/-/d/c/f/e/dcfe60e72b403000/e44612b5-c6ba-461f-a585-657a98_1ylpzfi.png)

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