RevYou gathers feedback in one place and helps the team know what is new, who is handling it and what is already closed.
In short: feedback management is what happens after the customer taps "send". In RevYou, every item enters one inbox, gets an owner, a status and a priority, and moves along a fixed path - Received, Assigned, In progress, Resolved, Closed. The team sees what is open, a manager sees who is handling what, and every step is kept in the history. That way no item gets lost, and even months later you can know exactly what happened and who did what.
Most businesses do not ignore feedback on purpose. It happens by itself. A customer writes that the dish arrived cold. The message lands in the email, between an invoice and a newsletter. Someone reads it, nods, and tells themselves they will deal with it later. By the evening, twenty more emails have come in. By the end of the week - nobody remembers anymore.
The problem is not a lack of care. The problem is that an email has no owner. No status. There is no way to know whether someone has already called the customer or everyone is counting on everyone else. The same item gets answered twice - or never. And when a manager asks "what happened with the customer from Tuesday?", the answer is a search through three people's inboxes.
That is why feedback needs a place of its own. Not another folder - a process: who received it, who is handling it, what was decided, and when it was closed. About the collection itself - a scan point in the business, how many customers continued and what they chose - we wrote in the customer feedback for businesses guide. This page is about what happens afterwards.
Every piece of feedback that enters the system goes through the same simple path. Five stages, no exceptions:
Every stage is kept in the history.
The fixed path is what turns a pile of messages into a work list. One look at the inbox shows what is new, what is stuck in the middle and what is already behind you. And when an item reaches the end of the path - it is not deleted. It is closed, with everything that happened in it.
Sample data for illustration only.
An item without an owner is nobody's item. So every piece of feedback in RevYou gets an owner: a manager can assign an item to a team member, and a team member can simply click "take it" and take it on. From that moment their name appears next to the item - and everyone knows who to turn to.
It sounds small, but it changes everything. No more "I thought you were handling it". No two people calling the same customer. There is one person, one name, and one item moving forward. And if the owner goes on holiday? The item is handed to someone else - and the handover is kept too.
Every item has one clear status: Received, Assigned, In progress, Resolved or Closed. Nobody needs to ask the WhatsApp group what is going on with yesterday's customer - open the inbox and see. And alongside the status there is a priority: a customer who wrote that they are never coming back is not the same as a remark about the music volume. Both matter; one is urgent.
The priority helps the team decide what to handle first, and the status makes sure nothing is left hanging. An item marked "Resolved" still awaits closing approval - so that someone verifies the problem was actually solved, not just answered.
Sometimes handling an item calls for an internal conversation. "Spoke with the customer, coming back on Thursday." "This is the third complaint about the wait at the register - worth checking the schedule." These notes are written on the item itself, so all the context is in one place - not scattered across private messages.
And just as important: the internal notes are not shown to the customer. They are the team's working tools, like the status and the priority. The customer sees only the simple process of leaving the feedback - everything else stays inside.
Even with an owner and a status, things get forgotten. A busy day, a shift change, and the item someone started handling stays open. RevYou's reminders exist exactly for that moment: an item that stays open keeps coming back up - until someone finishes handling it and closes it.
The rule is simple: an item leaves the list only because it was handled. Not because it was buried under newer items.
Every important change is kept: when the item arrived, who took it on, which statuses it went through, what was written in the notes and when it was closed. This is not bureaucracy - it is the business's memory. When a manager wants to understand why a customer received compensation, or when the same complaint turns out to repeat every month, the history is what gives the answer.
The history also matters as the team grows: a new employee opens an item and sees everything that happened in it, without asking anyone. And a manager who wants control over who sees what sets permissions by role. You can read about the permissions, the history and the policies around them in the Trust Center.
Feedback management does not live alone. The same system also collects the feedback - through scan points in the business - and measures it: how many scanned, how many continued, from which branch and from which point. So you can see not only what customers write, but also where in the business it happens. The full picture of the capabilities is on the RevYou features page.
Yes. Every item can be assigned to a specific person on the team - manually or with a single "take it" click. From the moment it is assigned, everyone knows who is handling the item, and the assignment itself is kept in that item's action history.
Yes. The system's permissions separate viewing from editing: you can let a team member see their branch's items without the ability to change status, delete or edit. Who views and who edits is the business manager's decision, and the setting is enforced on the server.
Yes. Every important change is kept: when the feedback arrived, who took it on, which statuses it went through, which notes were written and when it was closed. Even months later, you can open an item and see exactly what happened in it and who did what.
No. The status, priority, notes and history are the team's internal working tools - the customer is not exposed to them. What the customer sees is only the simple process of leaving the feedback.
It does not disappear. Feedback that stays open keeps appearing in the inbox with its status, and the reminders bring it back to attention until someone handles it. The idea is simple: an item leaves the list only when it is closed - not when everyone gives up looking for it.
We will build you a demo on your own business - including the feedback inbox, the statuses and the process - and you will see how an item moves from Received to Closed.
