Feedback capture after support interactions

Purpose

1. Collect actionable client feedback immediately after every antenna service support interaction, across channels (voice, chat, email), ensuring timely quality insights for continuous improvement.

2. Enable structured feedback collection targeting satisfaction, response time, and technician skill to inform training, compliance, and service optimization.

3. Automate outreach to ensure high response rates and seamless data aggregation across professional rigging and aerial installation workflows.

Trigger Conditions

1. Completion of a customer support ticket or conversation (e.g., marked as resolved/closed).

2. End of a voice call or technician site visit, as logged in CRM/ERP or field service app.

3. Conditional on support topic or escalation outcome (e.g., only for installation queries).

4. Manual trigger by agent or automated after inactivity threshold (e.g., 1 hour after resolution).

Platform Variants

1. Twilio SMS

• Feature: Send SMS survey via Programmable Messaging API; configure trigger on ticket-closing webhook.
  
• Sample: Setup POST to `/Messages` with recipient number, survey text, and response code tracking.
  

2. SendGrid

• Feature: Trigger email survey via Send Email API; customize HTML template for ratings/comments.
  
• Sample: Use `/mail/send` endpoint with dynamic survey links embedded.
  

3. Zendesk

• Feature: Automate satisfaction request via Ticket Automations/Triggers; insert survey form or link.
  
• Sample: Create automation on ticket status = closed, configure satisfaction email.
  

4. Freshdesk

• Feature: Dispatch feedback form using Automations and CSAT Email API; map to support agent.
  
• Sample: Enable CSAT automation, customize template in “Automations – Ticket Updates.”
  

5. HubSpot

• Feature: Workflow-based feedback email using Service Ticket closing as trigger; embed single-click survey.
  
• Sample: Use workflow automation, select “Survey” action, connect to ticket resolution.
  

6. SurveyMonkey

• Feature: Webhook-activated survey via API; pipe ticket/customer data as embedded params.
  
• Sample: Call `/v3/surveys/{id}/collectors/{collector_id}/responses` upon support close event.
  

7. Google Forms

• Feature: Auto-send feedback form link using Apps Script; pre-fill customer and ticket details.
  
• Sample: Deploy Apps Script trigger on spreadsheet update; send prefilled Google Form link by email/SMS.
  

8. Microsoft Power Automate

• Feature: Flow to dispatch feedback email on Dynamics/Outlook event; log survey results in SharePoint.
  
• Sample: “When a ticket is closed” trigger; “Send Feedback Email” action; “Create item” in SharePoint.
  

9. Salesforce

• Feature: Process Builder or Flow triggers post-case survey email/SMS; API integration with feedback platform.
  
• Sample: On Case status=”Closed”, invoke Survey action or HTTP callout.
  

10. Intercom

• Feature: Automated chat follow-up survey; In-app messaging via Custom Bot or Series.
  
• Sample: Add “Survey” step in resolution workflow, target users post-conversation.
  

11. Zoho Desk

• Feature: Feedback email automation when ticket is resolved; utilize Zoho Survey/Desk integration.
  
• Sample: Configure “After ticket is closed” automation, send survey email with unique link.
  

12. Typeform

• Feature: Trigger personalized Typeform via API/Webhook; embed parameters for context.
  
• Sample: API call to `/forms/{form_id}/responses` post interaction, with hidden fields for case linkage.
  

13. Qualtrics

• Feature: Survey distribution via Contact List Trigger/API; capture CSAT/NPS against support events.
  
• Sample: Use `POST /distribution/v3/mailinglists/{id}/contacts` and schedule survey.
  

14. Mailchimp

• Feature: Automated campaign to solicit feedback following support conclusion; segment by outcome.
  
• Sample: Use “Customer Journey” automation with resolved-ticket tag as entry point; embed survey.
  

15. WhatsApp Business API

• Feature: Outbound template message with feedback question; log responses via webhook.
  
• Sample: POST to `/messages` endpoint; template includes NPS scale and optional comments.
  

16. Slack

• Feature: Automated DM with survey link via Slack API/chat.postMessage; targeted to customer or internal channel.
  
• Sample: Use event trigger for closed tickets, post message with reaction-based feedback option.
  

17. Jira Service Management

• Feature: Automation rule sends feedback form after issue resolved/closed; uses Jira API and survey integration.
  
• Sample: Configure Automation Rule “Issue transitioned to Done,” send email/webhook to survey app.
  

18. Facebook Messenger

• Feature: Messenger bot autoresponder sends structured feedback questions after customer chat.
  
• Sample: Bot flow configured to launch “Satisfaction” block post-conversation.
  

19. Monday.com

• Feature: Item status change triggers Apps/Automations to email feedback form to the requestor.
  
• Sample: Use “When status changes to Done, send email” automation; insert unique survey link.
  

20. Aircall

• Feature: After-call workflow pushes SMS/email survey using webhook/API integration with feedback tool.
  
• Sample: Configure post-call webhook to survey API, map response to call record.
  

Benefits

1. Ensures timely customer sentiment capture post-interaction for professional antenna services.

2. Increases actionable insights for compliance, training, and service improvement in rigging/aerial operations.

3. Reduces manual follow-up burden, raising feedback rates via omnichannel automation.

4. Enables holistic analysis across channels (voice, email, chat) for trend detection and escalation prediction.

5. Integrates with existing ticketing and CRM, minimizing workflow disruption and data silos.