If you’re swimming in scattered customer feedback—emails, DMs, random Slack threads—and hoping Senja will finally bring order to the chaos, you’re in the right place. This guide is for product folks, marketers, and founders who want clear, actionable ways to actually use Senja to collect, organize, and do something with customer feedback, without getting lost in yet another system.
Here’s how to cut the fluff and set up customer feedback workflows that actually work.
1. Get the Basics Right: Set Up Senja for Your Real Workflow
First things first: if you’re not already using Senja, it’s basically a tool for gathering, organizing, and showcasing customer testimonials and feedback. Sounds simple, but the details matter.
Don’t overcomplicate your setup. Start with:
- One inbox for all feedback: Dump everything in. Senja can collect feedback via forms, integrations, or manual entry.
- Decide on must-have fields: Keep forms short—name, company (optional), feedback, permission to share.
- Integrate with your stack: Connect Senja to your email, Slack, Intercom, or wherever feedback actually comes in. Zapier or native integrations help, but don’t automate so much you stop reading the feedback.
Pro tip: Avoid the temptation to create a dozen forms for every use-case. One or two well-placed forms (on your website, in-app, or after support chats) do the job.
2. Make It Dead Simple for Customers to Leave Feedback
If it takes more than 30 seconds, most customers won’t bother. Here’s what actually works:
- Embed short forms where feedback happens: Add Senja forms to your site, app, or post-purchase emails.
- Don’t ask for too much. Name and feedback is usually enough. If you want stars or ratings, make them optional—open text is gold.
- Mobile matters: Test the form on your phone. If it’s clunky, you’ll miss feedback.
What doesn’t work:
- Long forms with required fields (“Job Title,” “LinkedIn,” etc.)
- Gating feedback behind logins
- Follow-up emails that nag (“Just checking if you had 5 minutes…”)
Reality check: You’ll always get less feedback than you want. Focus on removing friction, not chasing every user.
3. Organize Feedback Without Drowning in Tags
Senja lets you tag, categorize, and sort feedback. This is where things go sideways for a lot of teams—they build elaborate taxonomies, tag every possible thing, and end up overwhelmed.
Keep it simple:
- Start with 3-5 broad tags: For example, “Feature Request,” “Bug,” “Praise,” “Pricing,” “Other.”
- Tag as you read: Don’t batch this work—do it as feedback comes in.
- Use search, not endless tags: If you want to find “mobile app bugs,” just search for “mobile” and “bug.” You don’t need a tag for every feature or module.
What to ignore:
- Nested tags or subcategories—no one remembers to use them.
- Tagging by customer segment unless you actually use that data.
Pro tip: Review your tags once a quarter. Kill anything you haven’t used in months.
4. Make Feedback Actionable (and Not Just a Graveyard)
Collecting feedback is only half the battle. If it just sits in Senja, what’s the point?
Best practices:
- Regularly review new feedback: Weekly works for most. Assign someone (ideally, not “everyone”) to triage and tag.
- Highlight what matters: Pin, star, or mark urgent items. Senja lets you flag key pieces so they don’t get buried.
- Connect feedback to action: Link feedback to roadmap tickets, bug trackers, or even a Notion doc. If Senja doesn’t integrate natively, a simple copy/paste is fine—don’t let perfect be the enemy of good.
Don’t:
- Wait for a “critical mass” before acting. If three users flagged the same problem, it’s probably worth a look.
- Make feedback review a once-a-year ritual. That’s how you lose relevance.
5. Close the Loop With Customers (The Right Way)
Here’s where most teams drop the ball. If someone took the time to give feedback—especially if you fix their issue or ship their request—let them know.
Simple ways to close the loop:
- Personal reply: A quick email or DM goes a long way. “Hey, thanks for your feedback—we fixed that bug you spotted!”
- Public changelog: If you can’t reply individually, update your changelog and link to it in a newsletter or community post.
- Showcase testimonials: With Senja, you can publish positive feedback on your site (with permission). Just don’t overdo it—avoid the “wall of praise” that nobody reads.
What not to bother with:
- Automated, generic “Thank you for your feedback!” emails. People can spot a robot a mile away.
- Overpromising (“We’ll definitely build this!”) unless you mean it.
6. Use Senja’s Features, But Don’t Chase Shiny Objects
Senja has plenty of bells and whistles: widgets, testimonial walls, integrations, analytics. Some are genuinely useful, others are nice-to-haves.
Worth using:
- Widgets for social proof: Pull in real testimonials to your homepage or pricing page.
- Integrations with support tools: Pipe feedback straight from Intercom, Zendesk, or Slack.
- Permissions & privacy controls: Make sure you’re only sharing what you have permission to use.
Skip (unless you have a real need):
- Deep analytics on testimonial “engagement.” You don’t need a heatmap for feedback.
- Custom CSS and heavy design tweaks—done is better than perfect.
Pro tip: If you’re spending more time tweaking your testimonial wall than shipping product, you’re doing it wrong.
7. Keep It Human: Privacy, Consent, and Real Voices
People trust real, unpolished feedback. Don’t sanitize everything until it sounds like marketing copy.
Best practices: - Always ask for permission to share: Senja makes this easy. If in doubt, just ask. - Use real names and photos—if allowed: But respect privacy. “Anonymous” is better than making something up. - Don’t edit for fluff: Tweak typos if you must, but let people’s real voices come through.
Don’t:
- Write your own testimonials or “massage” customer words. Readers can tell.
- Ignore negative feedback. Sometimes it’s the most useful—and shows you’re honest.
8. Review and Improve Your Workflow Regularly
Your first workflow won’t be perfect. That’s fine. The main thing is to actually use Senja, not just set it up and forget about it.
- Quarterly workflow review: Are you drowning in tags? Are testimonials getting stale? Fix it.
- Ask your team: Is anyone actually reading the feedback? If not, streamline.
- Trim what isn’t working: Don’t be precious—if a process or feature isn’t adding value, ditch it.
The Bottom Line
Customer feedback is only useful if you act on it. Senja is a solid tool, but it won’t magically fix your process. Keep things simple, focus on the basics, and don’t waste time on shiny features you don’t need. Iterate as you go, and remember: a straightforward, human workflow beats a complicated one every time.