A feedback widget is a ticket form that you can embed in your company's website or application. It is yet another way for customers to contact you.
When a customer has a problem with a product or service, they frequently look for a solution on your company's website. And if they can't find it, they're irritated. I'm extremely frustrated. If you think it can't get any worse, try making it difficult to contact the company. That should show you where you're going wrong. Setting up a feedback widget there (on your website/application) ensures that they can reach out to you with a single click.
