Top customer feedback tools for support teams

Updated February 16, 2026 | 12 min read

Your customers keep mentioning the same missing feature across Slack messages, support tickets, and email threads. But when it's time to convince your product team to build it, you're stuck hunting through conversation threads to prove its value.

Customer feedback tools solve this by automatically collecting, organizing, and analyzing what customers tell you across every channel. This guide covers what these platforms do, which features matter most for B2B teams, and how to pick the right one for your support and product workflows.

What are customer feedback tools?

Customer feedback tools are platforms that collect, organize, and analyze what your customers tell you across different support channels. They're a centralized place to gather and act on feedback from your Slack messages, support tickets, emails, and chat threads — instead of having feature requests scattered across hundreds of separate customer conversations.

Feedback platforms help B2B support teams avoid situations like this: One customer requests new integration via Slack, another account requests the same integration in an email thread, and a third account brings it up on a call with their customer success manager (CSM). But when you loop in the product team and they ask why customers want this integration, you have to manually dig through your support conversations to recover the customer evidence — or relay anecdotal feedback.

With a systematic way to track feedback from customers, it's easy for support and product teams to turn that feedback into real product improvements. When you can see five enterprise customers mentioning the same integration, that's a clear signal to act on.

Why does customer feedback management software matter for B2B teams?

In B2B, teams are often supporting thousands of accounts — with multiple stakeholders and users from each account. It's impossible to manually log feedback from every customer at scale, let alone map requests to the right accounts and analyze them at a high level.

That's why feedback management tools help you automatically track what customers say, analyze why feature requests are valuable for their account, and understand exactly how to prioritize and act on feedback. With these tools, you can:

• Spot churn signals early. When you keep seeing the same complaints from an account, you know to check in and dig into the root cause of the issues.
• Back up product requests with evidence. Instead of just telling your product team that you've heard customers ask for a feature, you can actually show them which accounts wanted it, why, and how much ARR they represent.
• Track what's working. See how changes improve customer satisfaction, so you can make adjustments to your support operations and product strategy.

Key features of modern feedback management platforms

As you evaluate different platforms to help manage customer feedback, here are some key features to look for.

Automated feedback collection and analysis

Many modern support platforms now use AI to pull feedback from every customer conversation, without your team needing to manually tag or log it. When an account mentions a feature request in a Slack thread, your support platform recognizes and captures the request automatically. When another customer asks about the same feature in a support ticket two weeks later, this new mention gets added to the existing feature request.

Manual tracking breaks down as soon as you start to meaningfully scale your customer base, so you need a tool that can automate the process.

AI clustering and categorization

AI groups similar feedback together so you can see customer patterns across hundreds of conversations. When three customers mention issues with "API endpoint documentation," "better API docs," or "unclear API reference guide," the tool recognizes that these all make up the same request for API docs improvements — instead of tracking them as different requests.

You end up with a clear view of the product changes customers actually want, instead of a messy list of customer quotes.

Revenue impact tracking

With tools like Pylon's Product Intelligence, you can also filter feature requests by how much revenue they affect. When you can see one feature request that comes from accounts that represent $500K in ARR, and another one by accounts that make up $50K, you can prioritize product work based on business impact.

You can also filter feature requests by customer tier, industry, or any custom field to understand which account segments care about which product changes.

Product management integrations

Feedback platforms should connect directly to Linear, Jira, Asana, or other product ticketing platforms you use. Your support team can directly create a product ticket with all the customer evidence already attached — links to every support issue where customers mentioned the feature.

This simplifies handoffs and collaborative workflows between support and product, so you can focus on building the right features for your customers.

Closing the loop with customer broadcasts

Once you ship a feature, tools like Pylon help you notify the customers who requested for it. Since Pylon's AI has already tracked exactly who asked for each feature, you don't have to go back and find the list of accounts — you create a broadcast directly from the feature request in Pylon.

Closing the loop shows customers that you're listening to their feedback and actively making improvements with it.

Best customer feedback tools for support teams

There are a lot of different customer feedback platforms to choose from. Some support teams prefer tools that are natively built into their existing support platform (like Pylon or Zendesk); some teams choose specialized product roadmapping platforms, where customers can vote on features.

In this section, we'll explore some of the options so you can find the best fit for your team.

Pylon

Pylon is the support platform built for B2B teams. Companies use it to manage support interactions with customers across Slack, Microsoft Teams, WhatsApp, email, in-app chat, and more, all in one place.

While its core product is an omnichannel ticketing platform, Pylon recently introduced Product Intelligence. AI automatically captures and clusters feature requests from your omnichannel support interactions, whether they're async threads from Slack or live customer conversations synced from call recorders. Then it summarizes what customers are asking for, links relevant tickets and call recordings, show you how much ARR each request represents, and more — so you can understand which requests have the most business impact.

Pylon helps you manage customer feedback as part of your support operations, instead of as a disconnected product workflow. When an account requests a feature during a support interaction, that context lives alongside other support context and account health data.

Key capabilities:

• Omnichannel collection: Automatically feedback from every support channel
• AI clustering: Group similar requests and gather evidence from conversations
• Customer surveys: Proactively gather feedback with CSAT, NPS, or custom surveys
• Account-level intelligence: Connect feedback to churn risk and health scores
• Product ticketing integrations: Link feature requests directly to Linear or Jira tickets, with evidence from support issues attached

Canny

Canny is a public roadmap platform, where customers can vote on feature requests and see what your team is actively building. It works well if you have a community-driven product development process — but it works separately from your existing support platform.

Uservoice

Uservoice specializes in voting and prioritization features that help you score requests based on customer input. The platform works well when you want structured processes around how feature requests move from feedback to roadmap. But like Canny, since this isn't part of your support platform, you miss all the feedback that's already in your support interactions.  

Zendesk

Zendesk is a legacy ticketing platform for support teams. It offers basic feedback collection features with CSAT surveys that you can send after resolving support tickets. It's built primarily for ticketing workflows, though, with no specialized feature for customer feedback management — so analysis is more limited compared to dedicated feedback platforms.

Intercom

Intercom is another support platform that can capture feedback through its in-app chat product, Fin AI. But compared to platforms like Pylon, Intercom is less focused on systematic feedback management across multiple support channels.

HubSpot Service Hub

HubSpot Service Hub includes survey tools and feedback forms as part of the broader HubSpot CRM. It makes sense if you already use HubSpot for marketing and sales and want customer feedback connected to the same data.

SurveyMonkey

SurveyMonkey is a standalone survey tool for creating customizable feedback forms. It's useful for one-off customer research projects, but doesn't integrate well with B2B support platforms or workflows.

Typeform

Typeform creates conversational, engaging surveys that typically get higher completion rates. Note that it's designed for customer research — not as much for continuous feedback management in B2B support.

How to leverage customer feedback in your product strategy

To go from simply collecting customer feedback to actually influencing your product team's roadmap, post-sales teams need to connect customer evidence to business metrics that product teams care about.

Here are a few ways you can use customer feedback to make a compelling case for product changes.

Connect feedback to revenue impact

Tie feature requests back to ARR or the customer segments who care about them. This shows your product team the business impact behind each request. When you can clearly demonstrate that one feature affects $2M in ARR, while another affects $200K, it completely changes the conversation around which features to prioritize.

Create evidence-based feature requests

Using your feedback management tool to help, make sure feature requests include links to relevant customer conversations or support interactions so your product team has full context. Instead of just posting in Slack that customers want a certain feature, you're showing stakeholders exactly who wants it, why they need it, and when they mentioned it.

Sync customer insights to product tickets

Set up integrations that link new mentions of a feature request (from support tickets, call recordings, etc.) to existing product tickets. Some platforms like Pylon's Product Intelligence do this automatically.

This prevents duplicate requests and continuously strengthens your case without manual updates.

Measure the success of new features

When features ship, track which customer originally asked for them and measure feature adoption across those accounts. This helps you prove the value of listening to customers and refine how you gather and prioritize feedback over time.

Build customer feedback intelligence with Pylon

Pylon brings together omnichannel support, AI-powered feature request tracking, and account-level intelligence in one platform. This transforms customer support from a reactive function into a strategic motion that actively informs your retention strategy and product roadmap.

Pylon is the modern B2B support platform that offers true omnichannel support across Slack, Teams, email, chat, ticket forms, and more. Our AI Agents & Assistants automate busywork and reduce response times. Plus, with Account Intelligence that unifies scattered customer signals to calculate health scores and identify churn risk, we're built for customer success at scale.

Book a demo today.