Purpose
1. Automate the distribution of client satisfaction surveys post-interaction to systematically gather feedback at scale.
2. Ensures automated, consistent outreach after service completion, project milestones, ticket closure, or scheduled intervals.
3. Enables automated collection, collation, and reporting of satisfaction scores, driving performance insights.
4. Automates actionable alerting to managers for negative feedback to expedite resolutions.
5. Integrated automating of survey results into dashboards and CRM for trend analysis and client retention strategies.
Trigger Conditions
1. Automated completion of customer support ticket in helpdesk.
2. Automated project milestone achieved in project management suite.
3. Automated time-based triggers (e.g., 3 days post-service interaction).
4. Automated customer status update in CRM.
5. Automated client-initiated requests or closure confirmation.
6. Scheduled interval automator for periodic client pulse checks.
Platform Variants
1. Twilio SMS
• Feature/Setting: Automated SMS survey triggers via Twilio Programmable Messaging API; Configure POST webhook to send SMS on trigger event.
2. SendGrid
• Feature/Setting: Automation of survey emails using SendGrid Mail Send API; Set up dynamic templates with automation engine.
3. Microsoft Power Automate
• Feature/Setting: Automate flows connecting CRM, email, and survey tools; Use “When a record is updated” and “Send email” actions.
4. HubSpot
• Feature/Setting: Automated workflow using Survey Email in Sequences API triggered from ticket status change.
5. Salesforce
• Feature/Setting: Configure Process Builder or Flow to automatedly send survey via Email Alerts or third-party integration trigger.
6. Google Forms + Apps Script
• Feature/Setting: Automated Google Apps Script to trigger form send via Gmail API based on Google Sheets/Calendar update.
7. SurveyMonkey
• Feature/Setting: SurveyMonkey API “Send Survey” endpoint automatedly triggered via webhook on completed project/service.
8. Zoho CRM
• Feature/Setting: Blueprint automation triggers for survey invitation emails/SMS with Zoho Survey integration.
9. Intercom
• Feature/Setting: Automate outbound messages with Intercom Series to send satisfaction surveys post-chat/interaction close.
10. Freshdesk
• Feature/Setting: Automator triggers via Freshdesk Automations to send survey links post-ticket resolution.
11. Mailchimp
• Feature/Setting: Automated campaign email triggered with API from CRM/ticket system on specific status updates.
12. Slack
• Feature/Setting: Automated Slackbot DM survey for internal/external feedback via Slack Events API.
13. Zendesk
• Feature/Setting: Automated trigger rules dispatch survey via Zendesk ticket automation or integration webhooks.
14. Typeform
• Feature/Setting: Typeform API “Send” endpoint to automatedly distribute links on predefined customer events.
15. ActiveCampaign
• Feature/Setting: Automate survey email via ActiveCampaign Automation on “List Update” or “Tag Added.”
16. Monday.com
• Feature/Setting: Integrated automation recipes—when a status changes to “Done,” automatedly email survey using built-in or external action.
17. Jotform
• Feature/Setting: Jotform webhooks automate dispatch of survey links post-service confirmation.
18. Pipedrive
• Feature/Setting: Workflow automator triggers email/SMS survey via Marketplace Apps on deal stage change.
19. Qualtrics
• Feature/Setting: Automate distribution with Qualtrics APIs triggered by external CRM or support platforms.
20. Google Chat
• Feature/Setting: Automated Chatbot sends feedback surveys upon workflow completion using Chat API.
21. Office365 Outlook
• Feature/Setting: Automated survey email dispatch using Flow integrations with Outlook API on calendar event or email flag.
22. Aircall
• Feature/Setting: Automated post-call survey SMS or email via Aircall API webhook after call disposition code.
Benefits
1. Automated survey flow increases feedback response rates and operationalizes client insights.
2. Frees staff from manual follow-up, greatly reducing forgetfulness or delay.
3. Enables fast, automated escalation of dissatisfaction, protecting client relationships.
4. Powers automated reporting for continuous improvement and executive dashboards.
5. Scalable automation lets BPO firms measure satisfaction across thousands of clients automatedly, ensuring consistency.
Communication & Notification Management