We used Canny.io for a while, recently switched to ProductBoard.com - both integrate with Intercom and Jira, so CS reps can create tickets and push updates to customers. We use Delighted.com for surveys and NPS.
We try to hire empathetic, caring people, so it’s not something we’ve had to have a curriculum or explicit training around, however we do talk a lot in our training about core values, share examples of great customer conversations, and publicly applaud this kind of thing in a “Praise” channel in Slack, and live at our weekly all-hands meetings. When you celebrate employees for helping customers, the behavior is a lot more prevalent.
Support tickets go through a dedicated PM, who has a triage process of verifying that something is a bug, not a feature request.
We have a dedicated engineering squad that focuses on bugs and back-end/internal ideas, but that has evolved over the last 6 months. It used to be that our teams would switch sprints between bugs and features, but now we can run in tandem.
Feature requests get logged in ProductBoard, and every month we have a “product ideation meeting”, where everyone at the company is invited in and given the floor to vocalize anything that they think needs to be a priority. Our designers and engineers get 10% of their weekly schedule to work on off-roadmap items too, so it’s a fun way to switch gears and check something fun off the ideas list, which our internal teams always appreciate.