Customer satisfaction surveys with automated triggers

Purpose

1.1. Collect immediate customer feedback post-interaction with appliance brand support teams.
1.2. Automate survey distribution across channels (SMS, email, messenger, voice) after appointments, issue resolutions, or deliveries.
1.3. Enable real-time response gathering for rapid service improvement and compliance tracking.
1.4. Preserve records for trend reporting, agent performance, warranty compliance, and escalations.

Trigger Conditions

2.1. Workflow completion in CRM (e.g., service ticket status set to "closed").
2.2. Scheduled job marked as "completed" in field management solutions.
2.3. Post-call wrap-up by support agents in telephony system.
2.4. Delivery confirmed in ERP/logistics systems.
2.5. API event or webhook from helpdesk indicating issue resolution.
2.6. Customer milestone reached (warranty activation, installation verified).
2.7. Escalation resolved status detected in service management tools.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Messaging API — configure with recipient’s number, survey template, and trigger via webhook after support call.
3.2. SendGrid
• Feature/Setting: Transactional Email API — set up dynamic templates and auto-send API post-ticket closure.
3.3. Mailchimp
• Feature/Setting: Automated Customer Journey — link "tag added" (e.g., 'Serviced') to survey campaign.
3.4. Slack
• Feature/Setting: Incoming Webhook — Notify internal channel of survey dispatch or post-survey response.
3.5. Google Forms
• Feature/Setting: Embed personalized pre-filled URL in email/SMS; submit responses auto-logged in Sheets.
3.6. HubSpot
• Feature/Setting: Workflow Automation — trigger survey email upon ticket status change.
3.7. Zoho CRM
• Feature/Setting: Workflow Rule — auto-send survey template using built-in email or SMS integration.
3.8. Typeform
• Feature/Setting: API endpoint — generate custom survey links; results piped to CRM/Slack via API.
3.9. SurveyMonkey
• Feature/Setting: Webhook — triggers survey invitation on post-interaction event from support system.
3.10. Freshdesk
• Feature/Setting: Automations — configure 'on Ticket Resolved' to send survey link via email/SMS.
3.11. Zendesk
• Feature/Setting: Trigger Rules — auto-email or SMS survey after ticket solved.
3.12. Salesforce
• Feature/Setting: Process Builder/Flows — dispatch survey email/SMS upon case closure.
3.13. Microsoft Power Automate
• Feature/Setting: Flow with “When a record is updated” — sends survey based on CRM status.
3.14. Intercom
• Feature/Setting: Custom Bots or Post-Conversation Survey — send after agent closes conversation.
3.15. WhatsApp Business API
• Feature/Setting: Trigger message template (pre-approved) for post-interaction surveys.
3.16. Facebook Messenger
• Feature/Setting: Messenger Send API — automated survey message after service event.
3.17. ActiveCampaign
• Feature/Setting: Automation workflow — triggers follow-up survey emails.
3.18. Airtable
• Feature/Setting: Automation triggers — send email with unique survey link when record updated to “completed.”
3.19. ServiceNow
• Feature/Setting: Workflow Designer — send survey notification based on incident closure.
3.20. Jotform
• Feature/Setting: API or auto-responder — generate personalized link, auto-email to customer on service event.
3.21. SMSGlobal
• Feature/Setting: HTTP API — send survey invitation via SMS after specific event in appliance CRM.
3.22. Mailjet
• Feature/Setting: Transactional Email — auto-send predesigned feedback survey.
3.23. Klaviyo
• Feature/Setting: Flow Automation — trigger survey email for customers meeting segment criteria.
3.24. Pipedrive
• Feature/Setting: Workflow Automation — issue survey link post deal or case closure.

Benefits

4.1. Increases survey response rates via timely, channel-optimized outreach.
4.2. Reduces manual staff workload—surveys dispatched automatically upon service completion.
4.3. Enables granular feedback analytics, enhancing agent accountability and performance reviews.
4.4. Delivers actionable data for real-time process improvements in appliance support operations.
4.5. Supports compliance documentation for warranty/service standards.
4.6. Integrates with escalation logic—bad feedback triggers follow-ups or supervisor review.
4.7. Boosts customer trust by showing instant follow-up and care.
4.8. Standardizes post-service engagement across physical and digital channels.