Support · Feedback
Customer feedback that reaches product as evidence
Support already knows what is wrong with the product. The problem is the format the knowledge arrives in.
What the worker does
Customer feedback loops in Polaris run as a monthly task assigned to an AI worker with access to your support conversations. The worker clusters what customers said into themes, delivers each theme with a count and verbatim quotes, and proposes a task in the product workstream for the largest ones. Product decides what to build; support stops arguing from memory.
- Connections
- Gmail · Slack · WhatsApp
- Cadence
- Monthly theme report
- Output
- Themes with counts, quotes and proposed tasks
Anecdote loses to roadmap every time
A support lead says customers keep complaining about the export. A product manager hears one person's impression against a roadmap built from a quarter of planning. The impression loses, correctly, because it has no weight behind it.
The same claim with a number and eleven quotes attached is a different conversation. The work of producing that number is reading three hundred conversations, which is exactly why it never happens.
How the monthly report is built
- 1
Sources are named in the skill file
Which channels count as customer feedback: the support address, a shared Slack channel, WhatsApp conversations with named accounts.
- 2
The worker clusters
A cloud machine wakes for the task and groups conversations by what the customer was trying to do, not by the words they used. Two people describing the same failure differently belong in one theme.
- 3
Each theme gets evidence
How many conversations, over what period, with verbatim quotes attached rather than paraphrase. A theme with three mentions is reported as three.
- 4
The top themes become proposals
Prefilled task suggestions for the product workstream, each carrying the count and the quotes into the task itself.
- 5
Product answers in the same place
The decision lands as a comment on the task, so support can tell a customer what happened without asking anyone.
Rules that keep the report honest
Count conversations, not mentions
One customer who wrote nine times about one problem is one conversation, otherwise the loudest account sets your roadmap.
Quote, do not summarise
A verbatim sentence from a customer survives the meeting. A paraphrase becomes someone's opinion by the second retelling.
Report the boring themes
The theme nobody feels strongly about is often the one costing the most support hours.
Say what did not come up
Silence about a feature you just shipped is information too.
Questions people ask
+How does it handle private customer data?
Connections are authorised once for the organisation and credentials are stored server-side; workers use them and browsers cannot read them back. Beyond that, decide in the skill file which channels a worker may read at all.
+Can it survey customers?
It reports on conversations that already happened. Asking customers something new is outbound contact, and outbound contact is sent by a person.
+Does product have to use Polaris for this to work?
The proposed tasks land in a Polaris workstream, so the product side of the loop lives there. If product works in Linear, the connection lets a worker read that context, but the evidence and the decision are easiest to keep together on one board.
+How far back can the first report go?
As far as the connected channels retain, though sessions are clamped at eight hours, so a large backlog is best split into several tasks. Each session is itemised on the work log.
Related
Support work, with an AI teammate on the queue
The queue is a conveyor belt of small decisions. Sorting them is mechanical; making them is not.
Ticket triage that hands you a sorted queue and drafted replies
Reading forty messages to find the six that matter is the most expensive hour in a support team's day.
Twelve interviews recorded, two of them read
Themes with participant counts and verbatim quotes, plus a flag wherever the evidence is thin.
Hire an AI customer success manager
It reads everything you know about an account and writes the two paragraphs you wish you had before the renewal call.
Connect WhatsApp to Polaris
For a lot of companies WhatsApp is the support desk, the sales channel and the customer record, and none of it is written down anywhere else.
Connect Slack to Polaris
Six scopes, no access to direct messages, and a bot that only reads the channels somebody invited it into.
Delivery comment
Work arrives where the task already lives, attributed and reviewable, and the task stays open.