Collecting and consolidating customer feedback

Purpose

1. Automate the collection of customer feedback post-purchase to increase response rates and consolidate reviews from multiple channels into a unified dashboard.

2. Drive engagement, track sentiment, and derive insights for continuous improvement in product offerings, service, and brand reputation.

3. Streamline data for quality assurance, rapid escalation of negative feedback, and team performance analytics.

Trigger Conditions

1. Successful order completion (POS or online).

2. Customer profile update with contact details.

3. Elapsed set time post-visit or delivery (e.g., 24 hrs).

4. Receipt of new reviews on public platforms (e.g., Google, Yelp).

5. Explicit opt-in to feedback request from loyalty members.

Platform Variants

1. Twilio SMS

• Feature/Setting: Automated SMS Trigger; configure "Programmable Messaging" API to dispatch feedback requests after order marked 'completed'.
  

2. SendGrid

• Feature/Setting: Scheduled Transactional Emails; use "Dynamic Templates" with "Send Mail" API for post-purchase surveys.
  

3. Google Forms

• Feature/Setting: Prefilled Form Links; create per-customer links using form query parameters, sent via email/text.
  

4. Typeform

• Feature/Setting: Hidden fields for personalisation; auto-generate survey links, use "Responses API" to retrieve new entries.
  

5. SurveyMonkey

• Feature/Setting: Webhook triggers; configure survey notifications for each new submission, route results to feedback analytics.
  

6. Jotform

• Feature/Setting: API for new submissions; set up instant notifications to CRM or central database.
  

7. Facebook Messenger

• Feature/Setting: "Messenger Broadcast" via Graph API; send feedback prompts post-transaction.
  

8. WhatsApp Business API

• Feature/Setting: Custom templates; dispatch post-purchase follow-ups with clickable feedback link.
  

9. Zendesk

• Feature/Setting: Ticket Triggers and Surveys; email automation with attached feedback form using "Satisfaction API".
  

10. Freshdesk

• Feature/Setting: "Customer Satisfaction Survey"; automate feedback requests based on ticket status.
  

11. Google My Business API

• Feature/Setting: "Reviews" endpoint; auto-fetch and sync new public Google reviews to internal dashboard.
  

12. Yelp Fusion API

• Feature/Setting: "Business Reviews" endpoint; pull new customer reviews for internal consolidation.
  

13. Trustpilot Business API

• Feature/Setting: "Automated invitations" and "Reviews" endpoints; trigger review invites after order completion.
  

14. Slack

• Feature/Setting: Webhook notification channels; send new feedback items directly to team channels.
  

15. Microsoft Teams

• Feature/Setting: "Incoming Webhook" connector; route summaries of daily/weekly feedback.
  

16. HubSpot

• Feature/Setting: "Feedback Surveys"; auto-enroll customers in feedback sequence using Workflows API.
  

17. Salesforce

• Feature/Setting: "Survey Invitation"; schedule outbound survey links via Process Builder on order close.
  

18. Monday.com

• Feature/Setting: Automations + Forms; capture and route feedback to boards for actioning.
  

19. Airtable

• Feature/Setting: "Forms" and "Automations"; collect feedback and use triggers to update central DB.
  

20. Zapier

• Feature/Setting: Webhooks and Multi-step Zaps; connect feedback form submissions to CRMs and alerts.
  

21. Mailchimp

• Feature/Setting: "Survey/Broadcast Email" with triggers based on audience segment post-purchase.
  

22. Zoho CRM

• Feature/Setting: "Survey Integration" and "Workflow Automation"; send feedback requests at defined lifecycle stages.
  

23. Intercom

• Feature/Setting: Automated in-app messages post-visit, using "Event-based triggers".
  

24. Pipedrive

• Feature/Setting: Workflow Automation; send personalised feedback requests based on deal completion.
  

25. Power Automate

• Feature/Setting: Connectors for survey platforms and CRM; automate end-to-end feedback capture.
  

Benefits

1. Increase customer feedback submission rates by reaching customers on preferred channels.

2. Provide real-time insights on customer sentiment and product/service quality.

3. Rapidly identify and address negative experiences, improving retention.

4. Consolidate feedback into actionable reports for management and staff training.

5. Enhance brand reputation with increased public review volume and higher satisfaction visibility.