Customer Communication & Feedback AutomationPurpose
1.2. Consistently gather actionable feedback to enhance service quality, monitor technician performance, and boost customer loyalty.
1.3. Reduce manual follow-up workload and increase response rates to feedback requests.
1.4. Integrate survey responses with CRM or ticketing platforms for quality assurance and data analytics.
1.5. Support regulatory compliance by transparently tracking customer sentiment and documenting outreach efforts.
Trigger Conditions
2.2. Invoice marked as paid/closed in accounting or billing platform.
2.3. Specified time delay (e.g., 1 hour, 24 hours) post-completion.
2.4. Successful technician check-out/exit from job location.
2.5. Manual trigger by service dispatcher or supervisor following QA check.
Platform Variants
• Feature/Setting: Use Programmable Messaging API; schedule SMS to customer on job completion event; sample: POST to /Messages with survey link.
3.2. SendGrid
• Feature/Setting: Use Marketing Campaigns API; trigger email templates; map job data as dynamic fields.
3.3. Mailchimp
• Feature/Setting: Trigger automated survey emails in Customer Journeys upon CRM tag update.
3.4. SurveyMonkey
• Feature/Setting: Use Webhooks to create survey invitations; survey links personalized per customer.
3.5. Typeform
• Feature/Setting: Use Responses API to embed unique links in notification emails or SMS.
3.6. HubSpot
• Feature/Setting: Use Workflow Automation; trigger surveys when ticket status is updated; Survey API integration.
3.7. Salesforce
• Feature/Setting: Leverage Process Builder/Flow to send surveys from Service Cloud; configure Email Alert with survey link.
3.8. Zoho CRM
• Feature/Setting: Use Workflow Rules; action—send survey (Zoho Survey API/Email).
3.9. ActiveCampaign
• Feature/Setting: Use Automation triggered by completed job tag; email/SMS with embedded survey.
3.10. Google Forms
• Feature/Setting: Generate unique survey links; use Gmail/Sheets API to send post-job messages.
3.11. Slack
• Feature/Setting: Use Incoming Webhooks API to notify internal teams of feedback request sent.
3.12. Microsoft Teams
• Feature/Setting: Power Automate flow to send adaptive cards or survey links to customer via email.
3.13. Zendesk
• Feature/Setting: Automations to email survey after ticket closure using Triggers API.
3.14. Freshdesk
• Feature/Setting: Dispatch CSAT surveys with Automation Rules upon ticket resolution.
3.15. G Suite (Google Workspace)
• Feature/Setting: Use Gmail API to send scheduled survey emails, Sheets API to log responses.
3.16. Pipedrive
• Feature/Setting: Use Workflow Automation; trigger survey email/SMS on deal stage change.
3.17. Intercom
• Feature/Setting: Use Series Automation to send surveys when conversation is closed.
3.18. Qualtrics
• Feature/Setting: Use Actions tab to create automatic survey invitation distribution post-trigger event.
3.19. WhatsApp Business API
• Feature/Setting: Automate sending survey templates after job status webhook fires.
3.20. Mailgun
• Feature/Setting: Use Messages API to send emails with custom survey links after job closure.
3.21. Calendly
• Feature/Setting: Use Webhooks to trigger survey email/SMS after event completion.
3.22. Airtable
• Feature/Setting: Use Automations to send survey email/SMS when job record is updated.
3.23. Monday.com
• Feature/Setting: Use Automation Recipes to send survey notification when status is set to “Done.”
Benefits
4.2. Provides continuous stream of actionable feedback for operational improvement.
4.3. Increases survey response rates through timely, personalized outreach.
4.4. Enhances overall customer satisfaction and strengthens brand loyalty.
4.5. Enables easy trend analysis and KPI tracking by linking feedback to job records.
4.6. Supports quality assurance processes and proactive issue resolution.