Customer Engagement & MarketingPurpose
1.2. Ensure every guest’s opinion is acknowledged, enhancing brand reputation and encouraging repeat business.
1.3. Capture actionable insights for management by consolidating all feedback channels into one workflow.
1.4. Reduce manual workload by instantly processing and categorizing feedback and notifying relevant teams.
1.5. Utilize feedback loops to trigger specific marketing or service recovery actions.
Trigger Conditions
2.2. Direct messages or comments received on social media channels (WeChat, Weibo, Facebook, Instagram).
2.3. Feedback submitted through website forms or QR code digital surveys.
2.4. Negative review or low star rating detected.
2.5. Positive feedback with specific keywords suggesting promoter intent.
2.6. Returned feedback or NPS score submitted post-dining.
2.7. Mention of the restaurant name in public forums or blog comments.
2.8. Feedback received from third-party reservation or delivery partners (Meituan, Ele.me, OpenTable).
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Incoming SMS webhook; configure number and message parser to detect feedback-related content and auto-reply.
3.2. SendGrid
• Feature/Setting: Inbound Parse Webhook; set up to catch feedback from reply-to-emails and send templated responses.
3.3. Gmail API
• Feature/Setting: Messages: list/watch method filters new feedback emails; set up automated draft or reply.
3.4. Facebook Graph API
• Feature/Setting: Messenger webhook triggers on new messages/comments; auto-response and data forwarding setup.
3.5. Instagram Graph API
• Feature/Setting: Subscribe to Comments/Mentions; auto-reply and log feedback to central CRM.
3.6. WeChat Official Accounts API
• Feature/Setting: Message Callback API; parses new user messages or feedback; dispatches predefined replies.
3.7. Weibo Open API
• Feature/Setting: Status/comment stream monitoring; triggers feedback workflow upon match.
3.8. Google My Business API
• Feature/Setting: Account review notification webhook; configure automated sentiment-specific responses.
3.9. TripAdvisor API
• Feature/Setting: Review feed polling; auto-responder for new ratings.
3.10. Dianping Business Platform API
• Feature/Setting: New review alert; auto-generate replies and report to manager dashboard.
3.11. OpenTable API
• Feature/Setting: Reservation feedback callback; set conditional triggers for follow-up messaging.
3.12. Meituan Merchant API
• Feature/Setting: Feedback notification endpoint; auto-response templates configured for low ratings or problems.
3.13. Ele.me API
• Feature/Setting: Order review hook; triggers resolution flows on poor feedback detection.
3.14. SurveyMonkey Webhook
• Feature/Setting: Webhook fires on new survey submission; conditional positive/negative response action.
3.15. Google Forms API
• Feature/Setting: OnFormSubmit event; analysis of incoming feedback, automated follow-up email generation.
3.16. Slack API
• Feature/Setting: Incoming feedback as message triggers bots to direct issues to the right staff and acknowledge the customer.
3.17. Zendesk API
• Feature/Setting: Create ticket on new feedback; automate acknowledgment and assign to service team.
3.18. Salesforce Service Cloud API
• Feature/Setting: Web-to-case set up; reply triggers and assignment based on sentiment scoring.
3.19. Microsoft Teams Webhook
• Feature/Setting: Catch feedback in a specific channel; auto-tag staff and generate templated acknowledgment.
3.20. HubSpot API
• Feature/Setting: Form feedback triggers workflow; emails customers and logs feedback to segmentation for future campaigns.
3.21. Telegram Bot API
• Feature/Setting: Detect messages/feedback commands; instantly send programmed replies.
3.22. Yelp Fusion API
• Feature/Setting: Monitor new reviews; auto-message for thank you or recovery if review is below threshold.
Benefits
4.2. Streamlines multi-channel feedback into single action sequences, boosting operational efficiency.
4.3. Enables proactive reputation management for the Anhui restaurant by addressing negative feedback quickly.
4.4. Frees staff to focus on in-person service, reducing repetitive manual tasks.
4.5. Increases loyalty by triggering targeted marketing and loyalty reward campaigns from qualified feedback.