Customer satisfaction surveys post-interaction

Purpose

 1.1. Collect immediate post-service feedback to assess customer satisfaction, improve service, resolve issues, and strengthen customer relationships.
 1.2. Record satisfaction scores and comments to optimize the appliance rental experience.
 1.3. Proactively spot negative experiences and trigger escalation/follow-up protocols.
 1.4. Feed survey data into analytics for team performance assessment and process refinement.

Trigger Conditions

 2.1. Completion of a rental delivery or appliance maintenance/service.
 2.2. Closure of customer support interaction (call, chat, email).
 2.3. Scheduled return of rental equipment.
 2.4. Customer reaches a milestone (e.g., 30 days into rental period).

Platform Variants

 3.1. Twilio SMS
  - Feature: Messaging API; configure automated SMS with survey link upon event trigger.
  - Sample: POST to /Messages with event-derived mobile number and survey URL.
 3.2. SendGrid
  - Feature: Transactional templates; use Dynamic Templates API to email survey post-interaction.
  - Sample: `POST /mail/send` with template_id and merge variables.
 3.3. Mailchimp
  - Feature: Automated email journey; use Customer Journeys to send surveys triggered by tags or events.
  - Sample: Set up journey with entry trigger “Rental Completed”.
 3.4. Google Forms
  - Feature: Form submission link distribution; automated email or SMS shares unique form.
  - Sample: Auto-generate prefilled form links.
 3.5. SurveyMonkey
  - Feature: Webhooks and API for survey dispatch; auto-send using `collectors.create` endpoint.
  - Sample: POST via API with respondent’s info.
 3.6. Zendesk
  - Feature: Triggers for automated follow-up; setup 'Ticket Solved' trigger for satisfaction survey.
  - Sample: Webhook on Ticket status change.
 3.7. Intercom
  - Feature: Custom Bots or automated outbound messages; trigger survey after closing conversation.
  - Sample: Outbound auto-message tied to 'Conversation Closed'.
 3.8. Typeform
  - Feature: Webhooks and APIs for survey link delivery; integrate POST to send Typeform link.
  - Sample: Generate response-specific URL and distribute by event.
 3.9. Salesforce Marketing Cloud
  - Feature: Journey Builder; initiate survey email/SMS when ‘Service Complete’ event occurs.
  - Sample: Entry Event triggered send.
 3.10. HubSpot
  - Feature: Workflow automation; configure workflow to send feedback survey on ticket/interaction close.
  - Sample: Automation “Ticket Status is Closed” triggers marketing email.
 3.11. Zoho CRM
  - Feature: Workflow rules; auto-send survey emails using custom function/API.
  - Sample: Workflow “On Service Completion” → invoke email template with survey link.
 3.12. Microsoft Power Automate
  - Feature: Flows integrating Outlook/Forms; trigger feedback form on predefined event.
  - Sample: Flow monitors CRM changes and emails Forms link.
 3.13. Slack
  - Feature: Bot integrations; surveybot posts survey in channel or DMs after service update.
  - Sample: Custom slash command or webhook based on service event.
 3.14. Freshdesk
  - Feature: Automation rules; enable satisfaction survey post ticket resolution email.
  - Sample: “On Ticket Closed” automation sends survey template.
 3.15. ActiveCampaign
  - Feature: Automations; send survey emails with triggers based on contact’s action/tags.
  - Sample: Automation triggers on “Rental Completed” tag applied.
 3.16. Pipedrive
  - Feature: Workflow automation; send follow-up survey via connected app on deal closed/completed.
  - Sample: Use workflow “Deal stage changed to Closed” triggers survey email.
 3.17. Aircall
  - Feature: Call ended webhooks; trigger survey distribution through CRM integration.
  - Sample: Webhook on ‘call ended’ event sends SMS/email.
 3.18. WhatsApp Business API
  - Feature: Custom message template; dispatch survey via WhatsApp upon trigger.
  - Sample: Call Send Message endpoint with approved survey template.
 3.19. SurveySparrow
  - Feature: API-driven survey trigger; POST to send surveys upon business events.
  - Sample: Use “Create Survey Response” via API.
 3.20. Klaviyo
  - Feature: Post-purchase flows; trigger survey emails/SMS as part of post-transaction automation.
  - Sample: Setup flow with trigger on fulfillment/interaction completion.

Benefits

 4.1. Boosts response rates with immediate, automated engagement.
 4.2. Enables continuous service quality monitoring and rapid remediation.
 4.3. Reduces manual workload; ensures consistency in customer outreach.
 4.4. Provides actionable feedback for training, upselling, and process improvements.
 4.5. Enhances brand perception through proactive and personalized communications.