Customer Communication and RelationshipPurpose
1.2. Identify agent/service issues early for rapid resolution and improved customer experience.
1.3. Enhance service quality metrics and agency reputation by leveraging automated satisfaction insights.
1.4. Close communication loops post-support, encouraging loyalty and actionable improvements.
Trigger Conditions
2.2. Status update of support ticket to ‘resolved’ or ‘closed’.
2.3. Customer hang-up or disconnect recorded in telephony or chat logs.
2.4. Time-based or action-based automation (e.g., 5 minutes after support ticket closed).
Platform Variants
3.1. Twilio SMS
• Feature: Programmable Messaging
• Configure: POST to Send Message API after 'support closed'
3.2. SendGrid
• Feature: Transactional Emails
• Configure: Use “Mail Send” endpoint with feedback form embedded
3.3. Slack
• Feature: Incoming Webhooks
• Configure: POST feedback form requests to a customer's Slack channel
3.4. WhatsApp Business API
• Feature: Message API
• Configure: Automated WhatsApp feedback survey on ticket status change
3.5. Zendesk
• Feature: Triggers & Automations
• Configure: Auto-send Zendesk Satisfaction Request on ticket closure
3.6. HubSpot
• Feature: Workflows
• Configure: Use “Send Email” action in a workflow for feedback surveys
3.7. Freshdesk
• Feature: Automations
• Configure: Rule to send feedback email post-ticket closure
3.8. Microsoft Teams
• Feature: Incoming Webhooks
• Configure: Push feedback form link to customer after support ends
3.9. Salesforce
• Feature: Process Builder
• Configure: Create Action to send feedback survey upon case closure
3.10. Mailchimp
• Feature: Automation Email
• Configure: Activate customer journey trigger for feedback request
3.11. Google Forms
• Feature: API & Pre-filled Links
• Configure: Generate pre-filled feedback link sent via SMS or email
3.12. Zoho CRM
• Feature: Workflow Automation
• Configure: Trigger feedback request mail when support status is updated
3.13. Intercom
• Feature: Post-Conversation Survey
• Configure: Enable and configure “Customer Satisfaction” survey
3.14. SurveyMonkey
• Feature: API Invitations
• Configure: Auto-invite to survey via API post-support
3.15. RingCentral
• Feature: SMS API
• Configure: Auto-send SMS survey after call hang-up event
3.16. Typeform
• Feature: Webhooks
• Configure: Send dynamic feedback form links based on support completion
3.17. ActiveCampaign
• Feature: Automations
• Configure: Send feedback form email after a support workflow finishes
3.18. Genesys Cloud
• Feature: Architect Workflows
• Configure: Create workflow to send post-interaction SMS or email
3.19. Aircall
• Feature: Webhooks
• Configure: Use webhook to launch feedback request on call completion
3.20. Kustomer
• Feature: Workflow Automation
• Configure: Trigger customer feedback survey when conversation ends
Benefits
4.2. Consistent and timely feedback leading to higher response rates.
4.3. Issue trends identified earlier, reducing escalations and complaints.
4.4. Automated touchpoint ensures each client feels valued post-service.
4.5. Data-driven improvement drives better reviews and repeat bookings.