Customer feedback workspace
Turn fragmented customer signals into a weekly, evidence-backed priority list for Product and Customer Success.
Context and problem
327 feedback items arrived in the last four weeks across WeCom groups, support tickets, and interviews. Duplicates are counted repeatedly and key accounts are easy to miss.
Primary users
Product managers run the weekly review; Customer Success verifies account impact; engineering leads receive an approved issue list.
MVP scope
Import WeCom and ticket exports, merge similar feedback, link affected accounts, set priority, and assign a follow-up owner.
Core flow
Collect → deduplicate and cluster → verify customer impact → approve priority → sync status back to the source.
Acceptance criteria
≥85% clustering precision on the validation set; every issue links to source evidence; weekly review finishes within 30 minutes.
Source and intake requirements
The workspace must preserve enough context to distinguish an isolated complaint from a recurring product problem before any AI grouping is accepted.
- Keep the original message, author, account, channel, and timestamp
- Record product area, plan, version, and reported workflow when available
- Show import failures and duplicate-source warnings instead of silently dropping data
Weekly review behavior
The review is a decision meeting, not a reporting meeting. The product manager prepares suggested groups, while Customer Success validates account impact and Engineering flags delivery constraints.
- Review new and materially changed groups first
- Require a written reason when priority changes
- Capture the owner, next action, and next review date before closing an item
Issue model and permissions
Each issue needs a stable identity that survives title edits and regrouping. Evidence can be broadly visible, while customer-sensitive details follow account-level access rules.
- Separate raw feedback, normalized evidence, issue groups, and decisions
- Keep an audit trail for merges, splits, and priority edits
- Allow Customer Success to correct account context without changing product decisions
Rollout and measurement plan
Start with one product area and one weekly review group. Compare the new workflow with the previous four reviews before expanding to more teams.
- Measure preparation time, review duration, and follow-up completion
- Track the percentage of suggested groups edited or rejected by people
- Interview reviewers after weeks two and four to identify new maintenance work
OpenClaw 
