Feedback collection and sentiment analysis

Purpose

1.1. Automatically collect customer feedback post-purchase or interaction, analyze sentiment for actionable insights, and escalate issues to the support team; aims to improve service quality, understand product perception, spotlight potential churn, and drive relationship management within the agricultural wholesaler context.

Trigger Conditions

2.1. Order status changes to “delivered” in ERP/CRM.
2.2. Completion of customer support ticket.
2.3. Scheduled post-purchase intervals (e.g., 3, 7, or 30 days after delivery).
2.4. Customer event: “low satisfaction score,” negative keyword flag.
2.5. Manual trigger from account manager dashboard.

Platform Variants

3.1. Twilio Programmable SMS
• Feature/Setting: Send post-order SMS surveys; use Messages API; Webhook on reply for direct feedback capture.

3.2. SendGrid
• Feature/Setting: Automate email survey delivery; configure Single Send & Parse API for response capture.

3.3. SurveyMonkey
• Feature/Setting: Create feedback forms; use REST API to distribute and pull survey response data.

3.4. Typeform
• Feature/Setting: Embed feedback forms in emails/SMS; Responses API to fetch submissions programmatically.

3.5. Google Forms
• Feature/Setting: Auto-generate feedback links; Forms API to access new entries.

3.6. Microsoft Forms
• Feature/Setting: Set survey deadlines and reminders; Export API for feedback aggregation.

3.7. Slack
• Feature/Setting: Notify and escalate negative sentiment; use Incoming Webhooks for alert channels.

3.8. Microsoft Teams
• Feature/Setting: Channel integration for escalation; create Adaptive Cards upon negative analysis.

3.9. Salesforce Service Cloud
• Feature/Setting: Automate feedback survey after support closure; use Feedback Management and REST API.

3.10. HubSpot CRM
• Feature/Setting: Trigger one-click feedback emails; Workflow API to log sentiment on contact record.

3.11. Zoho CRM
• Feature/Setting: Automatic follow-up feedback requests; survey data via Zoho Survey API.

3.12. Zendesk
• Feature/Setting: CSAT post-ticket survey; automate via Satisfaction Ratings API.

3.13. Freshdesk
• Feature/Setting: Trigger feedback forms on ticket resolution; Feedback API for collection.

3.14. Intercom
• Feature/Setting: Use outbound messages for instant feedback; Webhooks for survey payload.

3.15. Qualtrics
• Feature/Setting: Advanced sentiment analytics; configure XM Directory and Survey API.

3.16. Google Sheets
• Feature/Setting: Store feedback/responses; Sheets API to continuously append and analyze entries.

3.17. AWS Comprehend
• Feature/Setting: Automated text sentiment analysis; Sentiment Analysis API endpoint.

3.18. Google Cloud Natural Language API
• Feature/Setting: Real-time text sentiment scoring; Documents:analyzeSentiment endpoint.

3.19. Azure Text Analytics
• Feature/Setting: Batch sentiment detection from responses; Sentiment Analysis REST API.

3.20. Mailgun
• Feature/Setting: Email survey distribution; Inbound Parse Route for response parsing.

3.21. Mailchimp
• Feature/Setting: Schedule post-transaction feedback; SurveyMonkey/Mailchimp integration API.

3.22. Notion
• Feature/Setting: Feedback database; Notion API to push and tag sentiment-rich notes.

Benefits

4.1. Achieve closed-loop customer feedback with minimal staff intervention.
4.2. Rapid identification of detractors for direct outreach or escalation.
4.3. Enhanced visibility into customer sentiment trends based on agricultural product lines or delivery regions.
4.4. Improved CRM precision, enabling data-driven retention and upsell strategies.
4.5. Time-saving automation, eliminating manual compilation and tagging of survey results.
4.6. Objective, bias-free insights using text analytics for actionable improvement planning.