Customer Communication & ServicePurpose
1.2. Improve quality control, identify service issues, and track technician performance using structured and unstructured responses.
1.3. Drive customer satisfaction improvements, enhance service metrics, and create follow-up opportunities.
1.4. Centralize feedback data for analytics and reporting in CRM or business analytics tools.
Trigger Conditions
2.2. AC unit service completion is recorded as ‘done’ in field report app or ERP.
2.3. Outbound service call is logged as closed on call center software.
2.4. Technician submits digital service report from mobile device or portal.
Platform variants
• Feature: Messaging API — send automated personalized SMS with feedback link post-service.
• Sample: Configure ‘POST /Messages’ to customer phone number with link and unique service reference.
3.2. SendGrid
• Feature: Mail Send API — trigger transactional feedback request email.
• Sample: Use ‘Mail Send’ endpoint with dynamic template data including service ID and feedback button.
3.3. HubSpot
• Feature: Workflows and Marketing Emails — auto-email feedback forms post-status change.
• Sample: Workflow triggers when ticket status is set to completed, sends feedback form email.
3.4. Salesforce
• Feature: Process Builder/Flow — trigger custom notification or email with embedded survey.
• Sample: Flow triggers on service record completion, emails customer with SurveyMonkey or FormAssembly link.
3.5. Freshdesk
• Feature: Automations — send satisfaction survey on ticket closure.
• Sample: Automation rule for ticket status ‘resolved’ triggers a feedback email.
3.6. Zendesk
• Feature: Triggers — email CSAT survey on ticket solved status.
• Sample: Use trigger for ‘Ticket Is Solved’ to send survey.
3.7. Typeform
• Feature: Embed API — create and send unique survey URLs per customer post-service.
• Sample: Generate prefilled link via API, distribute via email or SMS.
3.8. Google Forms
• Feature: Prefilled Form Links — send personalized Google Forms link after service job.
• Sample: Automate email/SMS with form link including customer and service details as query parameters.
3.9. SurveyMonkey
• Feature: Send Survey API — email survey invitations with transaction context.
• Sample: ‘Create Collector’ for new feedback, ‘Send Invitations’ with recipient and context data.
3.10. Mailchimp
• Feature: Transactional Email API — dispatch feedback request emails triggered by service completion.
• Sample: ‘Send API’ with dynamic merge tags for customer and appointment info.
3.11. WhatsApp Business API
• Feature: Template Messaging — prompt for feedback via approved templates post-service.
• Sample: POST template message including survey link or quick reply options.
3.12. ActiveCampaign
• Feature: Automations — trigger campaign or SMS feedback request on tagged service completions.
• Sample: Automation initiates when ‘Service Complete’ tag applied to contact.
3.13. Microsoft Power Automate
• Feature: Flows — connect service app to outbound feedback channel.
• Sample: ‘When item is modified’ in Dynamics, trigger ‘Send email with options’.
3.14. Slack
• Feature: Workflow Builder — DM or channel automated feedback form for commercial clients.
• Sample: Post survey link to workspace channel on service event webhook.
3.15. Intercom
• Feature: Automated Messages — in-app feedback prompt after service closing.
• Sample: Configure workflow for ‘conversation closed’ event, push feedback card.
3.16. Pipedrive
• Feature: Workflow Automation — automated email or webhook upon deal (service) completion.
• Sample: Trigger ‘Send Email’ action to customer when deal moved to “Serviced” stage.
3.17. Zoho CRM
• Feature: Automation Rules — create follow-up email with embedded feedback.
• Sample: Rule triggers on service module record update to completed, sends survey.
3.18. Constant Contact
• Feature: Automated Email Series — feedback email sent after contact tagged as serviced.
• Sample: Auto-email on list addition with feedback form or survey link.
3.19. Gmail API
• Feature: Automated draft/send of feedback emails based on backend triggers.
• Sample: POST to ‘/gmail/v1/users/me/messages/send’ with crafted feedback request.
3.20. Kustomer
• Feature: Workflow Automation — email/text feedback request following completed interaction.
• Sample: Set workflow when conversation ends to send feedback via built-in message API.
Benefits
4.2. Enables near real-time issue detection and faster customer recovery action.
4.3. Aggregates diverse feedback formats into central analytics dashboard, accelerating continuous improvement.
4.4. Reduces operational burden on technicians and office staff, freeing resources for primary business functions.
4.5. Enhances post-service customer engagement, increasing likelihood of positive reviews and repeat business.