Customer Experience & EngagementPurpose
1.2. Automate survey sending to ensure consistent post-interaction follow-up and data collection for enhancing customer experience and engagement.
1.3. Enable real-time escalation of poor feedback to managers and distribution of positive responses for marketing or recognition.
1.4. Aggregate data into analytics dashboards to track trends by station, transaction type, and customer segment.
Trigger Conditions
2.2. Customer provides contact info (email, SMS, WhatsApp, or app login) at the point of sale.
2.3. Transaction completes in loyalty app, online portal, or through a mobile app.
2.4. Threshold settings (e.g., high-value transaction or new customer visit).
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Send SMS with survey link; configure via Messaging API.
• Sample: API endpoint /Messages, set recipient, message body, callback for delivery status.
3.2. SendGrid
• Feature/Setting: Transactional email with embedded survey; use Mail Send API.
• Sample: Endpoint /mail/send, set from, to, subject, content, and tracking settings.
3.3. SurveyMonkey
• Feature/Setting: Auto-generate survey links; configure Webhooks on survey completion.
• Sample: Trigger webhook to POST to analytics endpoint on response received.
3.4. Typeform
• Feature/Setting: Survey forms with logic jumps; use Responses API for retrieval.
• Sample: Configure form_id, retrieve responses via /responses endpoint.
3.5. Google Forms
• Feature/Setting: Automated form distribution via Google Apps Script; collect responses in Sheets.
• Sample: Script to email form link post-transaction, auto-insert customer data.
3.6. Zapier
• Feature/Setting: Workflow automation to push customer data into survey services post-sale.
• Sample: Trigger on POS event, action: send to Google Forms or SurveyMonkey.
3.7. HubSpot
• Feature/Setting: Automated email through Marketing Automation; use Survey module.
• Sample: Workflow trigger: deal closed, action: send survey email.
3.8. Salesforce
• Feature/Setting: Surveys in Salesforce Feedback Management; trigger via Process Builder.
• Sample: Post-transaction trigger, create survey invitation record.
3.9. Mailchimp
• Feature/Setting: Email sequence for survey delivery; use Automations and Campaigns API.
• Sample: Set trigger on contact add, schedule survey email.
3.10. Qualtrics
• Feature/Setting: XM Directory for contact management, SMS or email survey sending; API to distribute.
• Sample: Create-distribution request with contact_id and survey_id.
3.11. Microsoft Power Automate
• Feature/Setting: Flow trigger on POS data, action: send Microsoft Forms survey.
• Sample: Trigger Power Automate when sales event created.
3.12. Freshdesk
• Feature/Setting: Automated ticket follow-up with CSAT survey via Satisfaction Surveys API.
• Sample: Set rule for closed ticket, email survey.
3.13. Zendesk
• Feature/Setting: Automate survey after ticket resolution via Satisfaction API.
• Sample: Webhook on solved ticket, trigger survey email.
3.14. OneSignal
• Feature/Setting: Push notification with survey link on app transaction completion; Notification API.
• Sample: Endpoint /notifications, set content and link.
3.15. WhatsApp Business API
• Feature/Setting: Template message delivery post-service with embedded survey URL.
• Sample: Send message endpoint, dynamic template with placeholders.
3.16. Slack
• Feature/Setting: Internal notification for team when low satisfaction received; use Incoming Webhooks.
• Sample: Configure webhook to alert on negative response.
3.17. Intercom
• Feature/Setting: In-app message survey via post-event triggers; Messenger API.
• Sample: Triggered in-app prompt post-POS event.
3.18. ActiveCampaign
• Feature/Setting: Email automation with survey CTA; use Automations API.
• Sample: On tag add (purchase), send survey email.
3.19. AirTable
• Feature/Setting: Log survey results and schedule follow-ups; API for record creation.
• Sample: Insert customer response with timestamp.
3.20. Pipedrive
• Feature/Setting: Activity creation on survey non-response; use Activities API.
• Sample: If survey not completed in 24h, schedule task.
Benefits
4.2. Improved service quality through trend analysis and staff accountability.
4.3. Increased loyalty by showing customers their feedback is valued.
4.4. Enhanced operational insight through aggregated data and automated reporting.