Post-service customer feedback requests

Purpose

1.1. Collect post-service feedback from customers automatically after appliance servicing appointments.
1.2. Evaluate technician performance, diagnose recurring issues, and enhance service standards.
1.3. Enable rapid response to negative feedback, increasing customer retention and satisfaction.
1.4. Streamline the gathering of Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) metrics.
1.5. Provide timely data to management for service quality improvements and agent training programs.

Trigger Conditions

2.1. Completion of a field technician’s appointment in the scheduling system.
2.2. Status update in a CRM after job closure.
2.3. Receipt of “job completed” notification from dispatch software.
2.4. Manual mark as complete by customer support agent.
2.5. Scheduled time delay (e.g., 1 hour, 24 hours) post-service.

Platform variants

3.1. Twilio SMS
- Feature/Setting: Use Twilio Programmable Messaging API to send feedback requests via SMS. Configure template, recipient number, and feedback link.
3.2. SendGrid
- Feature/Setting: Use SendGrid Mail Send API to dispatch personalized post-service email surveys. Set schedule, recipient, and dynamic templates.
3.3. Mailgun
- Feature/Setting: Send transactional feedback emails by calling Mailgun’s /messages endpoint with dynamic survey content.
3.4. Zendesk
- Feature/Setting: Trigger automated satisfaction surveys using Zendesk Triggers or API when ticket status is marked “solved.”
3.5. Salesforce
- Feature/Setting: Use Process Builder or Flows to email feedback forms when Service Appointment is completed.
3.6. HubSpot
- Feature/Setting: Automate feedback email from Service Pipeline completion via Workflows.
3.7. SurveyMonkey
- Feature/Setting: Invoke SurveyMonkey API to distribute feedback surveys; auto-populate user and job info.
3.8. Google Forms
- Feature/Setting: Send Google Form survey using Gmail API triggered by a completed job event.
3.9. Microsoft Power Automate
- Feature/Setting: Use Flow to trigger Outlook or Teams message with feedback link at appointment closure.
3.10. Freshdesk
- Feature/Setting: Use Freshdesk Automation Rules to send CSAT survey upon ticket resolution.
3.11. Typeform
- Feature/Setting: Trigger Typeform API to deliver interactive feedback forms post-appointment.
3.12. Slack
- Feature/Setting: Post feedback reminders to an internal #feedback channel using Slack Incoming Webhooks.
3.13. Intercom
- Feature/Setting: Automate Intercom Messages to request feedback following a support interaction closing.
3.14. WhatsApp Business API
- Feature/Setting: Send templated feedback surveys via WhatsApp API after job closure.
3.15. Aircall
- Feature/Setting: Use Aircall API callback or webhook to initiate feedback SMS/email after call/visit end.
3.16. Zoho CRM
- Feature/Setting: Configure Workflow Rules to trigger survey emails upon Service Ticket closure.
3.17. Microsoft Dynamics 365
- Feature/Setting: Use Dynamics Workflow to send feedback forms on completion of a Service Activity.
3.18. ActiveCampaign
- Feature/Setting: Sequence automation to send feedback requests post-service.
3.19. Pipedrive
- Feature/Setting: Trigger feedback email using Workflow Automation after Deal is moved to “Completed.”
3.20. Calendly
- Feature/Setting: Use Calendly Webhooks to trigger external API call for feedback request once meeting status is “confirmed as completed.”
3.21. Jotform
- Feature/Setting: Send Jotform feedback form links using email API after dispatch event completion.

Benefits

4.1. Continuous, hands-free collection of actionable customer insights.
4.2. Improved service recovery rates by responding instantly to negative feedback.
4.3. Standardized measurement of customer satisfaction and loyalty.
4.4. Enhanced transparency and accountability for field technicians.
4.5. Reduction in manual follow-up workload for support teams.
4.6. Faster identification of common failure points in service flows.
4.7. Data-driven improvements to appointment scheduling and dispatch processes.
4.8. Increased repeat business and referrals due to proactive engagement.
4.9. Simplified cross-platform integration for large-scale feedback programs.
4.10. Audit-ready digital trail for performance management.