Automated feedback and review collection

Purpose

1. Collect post-service customer feedback and reviews via automated outreach to understand satisfaction, identify issues, and build online reputation for home appliance repair businesses.

2. Standardize survey/review request timing and channels to maximize response rates and actionable insights for customer retention strategies.

Trigger Conditions

1. Completion of a work order in field management software.

2. Marking a job as “Complete” in a CRM or scheduling system.

3. Technician logs service as finished via mobile app submission.

4. Customer payment processed or invoice closed.

5. Scheduled time interval post-visit (e.g., 24 hours after service).

Platform Variants

1. Twilio SMS

• Feature/Setting: Use "Programmable Messaging" API to send personalized feedback request SMS after job closure.
  
• Sample: Configure webhook trigger on service completion event, call SMS API with custom message and survey link.
  

2. SendGrid

• Feature/Setting: Use "Mail Send" endpoint in Web API v3 to email feedback/review request post-service.
  
• Sample: Automated batch email send with variables for job details and feedback link.
  

3. Mailchimp

• Feature/Setting: Automate journey triggered by customer tag (e.g. "Service Completed") in Audiences.
  
• Sample: Sequence with email follow-up prompting Google/MyBusiness review submission.
  

4. Slack

• Feature/Setting: Incoming Webhooks to send customer responses directly into support channel for real-time monitoring.
  
• Sample: Post new feedback messages with customer/job identifiers.
  

5. HubSpot

• Feature/Setting: Workflow triggered on deal stage change to "Completed Service" to send survey email via integrated tools.
  
• Sample: Feedback email automatically sent and tracked for each completed client.
  

6. Zoho CRM

• Feature/Setting: Workflow rule on custom module (Repair Job) status change; send "Survey Email" through Zoho Campaigns.
  
• Sample: Rule checks status, fires direct feedback email with response capture.
  

7. SurveyMonkey

• Feature/Setting: Use "Create Collector" API to generate unique survey links; integrate with CRM for auto-send.
  
• Sample: Email collector created per client via automation for response tracking.
  

8. Google Forms

• Feature/Setting: Auto-generate prefilled feedback forms linked to specific service tickets, emailed upon job close.
  
• Sample: Scripted email out, unique form link includes job/customer info parameters.
  

9. Zendesk

• Feature/Setting: Trigger workflow on ticket status “Solved” to send feedback survey via Zendesk Guide or Email.
  
• Sample: Automates CSAT request as new ticket workflow action.
  

10. Salesforce

• Feature/Setting: "Process Builder" triggers custom feedback process, emails via integrated Survey or Marketing Cloud.
  
• Sample: Event on Case Completed, workflow launches feedback campaign.
  

11. Typeform

• Feature/Setting: API to generate and send survey links upon workflow trigger; webhook collects responses.
  
• Sample: Service completion fires API call for feedback form delivery.
  

12. Intercom

• Feature/Setting: Auto-messaging sequence after resolution in Intercom Inbox, via Messenger or email.
  
• Sample: Feedback prompt sent when support conversation is marked "closed."
  

13. WhatsApp Business API

• Feature/Setting: Automated message flow distributing feedback form link post-service via official templates.
  
• Sample: Message scheduled and sent after job status update in CRM.
  

14. Freshdesk

• Feature/Setting: Automation on ticket resolved to email feedback link or popup in client portal.
  
• Sample: Trigger workflow for CSAT survey request on ticket close.
  

15. ActiveCampaign

• Feature/Setting: "Automations" send targeted feedback email when contact's deal phase enters "Service Done."
  
• Sample: Contact list dynamically updated, feedback email initiated.
  

16. Google Business Profile

• Feature/Setting: Automated instructions and review link sent via preferred channel to prompt Google review.
  
• Sample: Service completion merges link with directions in outreach script.
  

17. Microsoft Power Automate

• Feature/Setting: Job completion in Dynamics 365 triggers automated send of feedback request email or Teams notification.
  
• Sample: Integration via connector on workflow trigger.
  

18. Airtable

• Feature/Setting: New record in "Jobs" with status "Finished" triggers email via SendGrid with form link.
  
• Sample: Automation block merges customer/job data and feedback instructions.
  

19. Calendly

• Feature/Setting: Post-appointment workflow emails or SMS to attendees for service feedback.
  
• Sample: Automated notification sent after scheduled event happens.
  

20. Pipedrive

• Feature/Setting: Deal stage “Service Complete” automation triggers feedback request via integrated app or email.
  
• Sample: Custom workflow moves deal, fires feedback campaign.
  

21. Facebook Messenger API

• Feature/Setting: Send review request message with embedded link on job completion status update.
  
• Sample: API message push triggered by CRM workflow.
  

22. Yelp for Business API

• Feature/Setting: Automated invitation for review via email or SMS including direct listing link after verified job finish.
  
• Sample: Integration ensures timed message after invoice paid.
  

Benefits

1. Ensures consistent, timely outreach for reviews and insights.

2. Increases feedback volume, supporting improved service and reputation.

3. Reduces manual follow-up and human error in customer outreach.

4. Enables real-time alerts for negative feedback for prompt intervention.

5. Builds a valuable repository of customer sentiment data for quality and training purposes.