Customer Communication & FeedbackPurpose
1.2. Enhance online reputation and gather actionable feedback for quality improvements.
1.3. Reduce manual follow-ups and standardize communication across all customer touchpoints.
1.4. Increase volume of verified customer reviews on Google, Yelp, Facebook, and industry-specific platforms.
1.5. Capture NPS (Net Promoter Score) and post-service satisfaction data.
1.6. Promote positive testimonials on website, social channels, and marketing materials.
Trigger Conditions
2.2. Invoice fully paid or job status set to “Completed.”
2.3. Service appointment outcome marked as “successful” in scheduling software.
2.4. Defined time delay post-service (e.g., 24h, 3 days, 7 days).
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Use Programmable Messaging API. Configure SMS template with review link. Auto-trigger after CRM event.
3.2. SendGrid
• Feature/Setting: Send Transactional Email API. Personalized thank you message and survey/review CTA. Trigger by webhook.
3.3. HubSpot
• Feature/Setting: Workflows. Set trigger: deal stage “Closed Won”; action: send customer feedback form.
3.4. Mailchimp
• Feature/Setting: Automation “Customer Journey.” Send email based on completion tag from CRM.
3.5. ActiveCampaign
• Feature/Setting: Automations. When contact’s custom field “Last Service Date” is updated, send review request email.
3.6. Zoho CRM
• Feature/Setting: Workflow Rules. Trigger email or SMS via Zoho Flow on job completion.
3.7. Intercom
• Feature/Setting: Series Automation. Automated messenger post with review link based on “Ticket Closed” status.
3.8. Salesforce
• Feature/Setting: Process Builder. When Case = “Resolved,” send review email or SMS via integrated channel.
3.9. Google Forms
• Feature/Setting: Automated email invitations via Apps Script trigger after entry in service sheet.
3.10. SurveyMonkey
• Feature/Setting: Collect survey responses by sending personalized invitation through API on job closure event.
3.11. WhatsApp Business API
• Feature/Setting: Use message templates to send post-repair review requests. Trigger via API call.
3.12. Slack
• Feature/Setting: Custom notification in channel or direct message to service manager when feedback is received via integration.
3.13. Freshdesk
• Feature/Setting: Scenario Automation. Auto-send satisfaction survey upon ticket resolution.
3.14. Zendesk
• Feature/Setting: Triggers. Send CSAT survey or review invite when repair ticket is solved.
3.15. Facebook Messenger Platform
• Feature/Setting: Message Automation. Send review CTA via Bot on job completion webhook.
3.16. Podium
• Feature/Setting: Automated “Review Invite” workflow post-visit, synced with job data import.
3.17. Google My Business API
• Feature/Setting: Review Invitation feature (available via third-party integration), triggered by service complete event.
3.18. Yelp Fusion API
• Feature/Setting: Provide Yelp feedback links in post-service emails; monitor review responses automatically.
3.19. Tidio
• Feature/Setting: Automated chatbot flow triggers, sending review or NPS request after job status update.
3.20. Typeform
• Feature/Setting: Use API to send customer to feedback form as part of triggered journey post job completion.
3.21. Klaviyo
• Feature/Setting: Flows. Condition: “Order Fulfilled” event; action: send review request email.
3.22. Pipedrive
• Feature/Setting: Workflow Automation. Upon deal status change, auto-generate feedback email or SMS.
Benefits
4.2. Ensures timely, consistent outreach aligned with business workflows.
4.3. Reduces workload for front office and improves follow-up rate.
4.4. Builds social proof and boosts search and local rankings.
4.5. Rapidly identifies and resolves underperforming service issues.
4.6. Centralizes review collection and performance analytics.
4.7. Enhances brand reputation and trust with industrial clientele.