Customer feedback and review request post-visit

Purpose

1.1. Automate sending personalized customer feedback and review requests post-visit to gather insights, boost online reputation, and enable data-driven operational improvements.
1.2. Designed for a Nasi Goreng restaurant to automate engagement, build a database of experiences, and automate identifying service gaps.
1.3. Supports automating prompt review solicitation across email, SMS, WhatsApp, and social channels for enhanced loyalty and rankings.

Trigger Conditions

2.1. Automatedly detected post-payment event in POS or reservation platform.
2.2. Scheduling trigger: set automated delay after dine-in/online order status set as completed.
2.3. Customer opt-in detected for feedback via automated CRM consent capture.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Use Messages API; automate outbound SMS with dynamic content for each guest.
3.2. SendGrid
• Feature/Setting: Use Marketing API’s transactional templates for automated feedback emails.
3.3. Mailchimp
• Feature/Setting: Automate post-visit email workflows with Customer Journeys, API trigger used after POS data update.
3.4. WhatsApp Business API
• Feature/Setting: Automate WhatsApp templated messages post-visit with customer name substitution.
3.5. HubSpot
• Feature/Setting: Use Workflows tool; automate feedback survey email via Deals closed/completed triggers.
3.6. Slack
• Feature/Setting: Incoming Webhooks; automate posting feedback summaries to management channel.
3.7. Google Forms
• Feature/Setting: Automate sending prefilled survey links via Forms API.
3.8. SurveyMonkey
• Feature/Setting: Automate survey invitation via SurveyMonkey API, autogenerate participant links.
3.9. Typeform
• Feature/Setting: API integration to automate unique survey link delivery per customer.
3.10. Facebook Messenger API
• Feature/Setting: Automate post-visit Messenger message requesting review, with quick reply call-to-action.
3.11. Zendesk
• Feature/Setting: Automate ticket creation for negative feedback via Zendesk API.
3.12. Intercom
• Feature/Setting: Automate feedback request chat based on event-driven API webhook from POS.
3.13. Pipedrive
• Feature/Setting: Automate follow-up activity in pipeline when a customer journey is marked complete.
3.14. Salesforce
• Feature/Setting: Automation with Process Builder to trigger survey email after Service Cloud event.
3.15. Zoho CRM
• Feature/Setting: Automate workflow rules for sending feedback requests post “Deal Won.”
3.16. Shopify
• Feature/Setting: Automate review request email after order completion using Shopify Flow.
3.17. Yelp Fusion API
• Feature/Setting: Automate prompting customer to submit authentic Yelp review post-visit.
3.18. Google My Business API
• Feature/Setting: Automate customer invite to leave Google review.
3.19. Microsoft Outlook
• Feature/Setting: Automate sending preformatted feedback requests via Office 365 Mail API.
3.20. Telegram Bot API
• Feature/Setting: Automate sending promotional messages and feedback forms to previous guests.

Benefits

4.1. Automation guarantees timely engagement and reduces manual labor.
4.2. Automating requests yields higher review response rates and improved reputation management.
4.3. Automated orchestration enables rapid identification of recurring service concerns.
4.4. Automatedly tracks feedback data for continuous improvement.
4.5. Automate data centralization from multiple sources for advanced analytics and reporting.