[cosinetau]

I feel like making the suggestion to go to someplace else with your grievance is a moment in a conversation after the participants understand the immediate blockers to an issue. These CS responses always resembled a stonewall to me. It is not how I would make that suggestion.

I leverage that response by trying to make the client feel like I am bringing them closer into the loop. Make getting involved in the suggestion board feel more like an invitation. Let them know of the team that wants to hear from them. If on-boarding is not considered a part of a client's problem-pain calculus, white-glove the sign-up process. Since people have gotten comfortable with video calling, clients have enjoyed getting personal attention from executives in 30-minute qualitative meetings with the product team.