Herald helps track, manage, and evaluate customer feedback from Gmail.
Your team uses Gmail to address customer inquiries. Gmail helps your team understand and address customer concerns. Your customers are also happy with this setup because they can get their questions answered quickly.
However, some customer concerns can't be resolved via a quick answer. Often these requests need to be brought to the attention of the product team for them to consider prioritizing. However, such requests often get lost to the ether, unless the same concern is repeated enough times or someone on the team takes a liking to the customer concern.