Customer Relationship & CommunicationPurpose
1.2. Collect structured feedback to assess flight, service quality, and crew professionalism.
1.3. Enable real-time monitoring of customer satisfaction and identification of service improvement areas.
1.4. Ensure objective post-service interaction for ongoing relationship-building and loyalty.
1.5. Trigger targeted follow-up actions based on feedback (compliment team, resolve complaints).
Trigger Conditions
2.2. Customer contact details and rental metadata available in CRM or booking platform.
2.3. Trigger window post-flight configurable (e.g., immediately or 24 hours after).
Platform Variants
3.1. Twilio SMS
• Feature: Programmable SMS API
• Setting: Configure automated message with survey link using Twilio Studio flow triggered by webhook event.
3.2. SendGrid
• Feature: Transactional Email API
• Setting: Use dynamic templates; integrate automated sending on flight close event.
3.3. Mailchimp
• Feature: Campaign Automations
• Setting: Use Customer Journeys to auto-send survey after tagged as "Flight Complete”.
3.4. HubSpot
• Feature: Workflows + Surveys
• Setting: Trigger survey email from workflow when flight record property changes.
3.5. SurveyMonkey
• Feature: Webhooks and Collectors
• Setting: Use email collector API to generate and send survey upon trigger.
3.6. Typeform
• Feature: API + Email Notifications
• Setting: Auto-generate personalized survey link sent via webhook event.
3.7. Google Forms + Gmail API
• Feature: Gmail API mail send
• Setting: Entwine Forms link in template sent by automation script on status change.
3.8. Zendesk
• Feature: Triggered Email Workflow
• Setting: Automate email survey after ticket (flight) closed.
3.9. ActiveCampaign
• Feature: Automation Workflows
• Setting: Use event-based automation to queue and send survey email.
3.10. Salesforce
• Feature: Process Builder / Flow + Email Alerts
• Setting: Trigger process flow when booking status reaches “completed” to send survey.
3.11. Freshdesk
• Feature: Automations + Feedback Requests
• Setting: Enable scenario automation to dispatch CSAT survey.
3.12. Zoho CRM
• Feature: Workflow Automation
• Setting: Send survey email when deal or service status updates.
3.13. Microsoft Power Automate
• Feature: Automated Workflow
• Setting: Connect booking system, trigger survey via Outlook/Forms API.
3.14. Intercom
• Feature: Post-Event Auto Messages
• Setting: Configure series to auto-deploy survey post-flight.
3.15. Customer.io
• Feature: Event-Triggered Messaging
• Setting: Use event data to initiate survey communication.
3.16. Pipedrive
• Feature: Workflow Automation
• Setting: Trigger email upon deal status as “completed”.
3.17. Klaviyo
• Feature: Flows + Segments
• Setting: Segment “Flight completed” customers to receive survey email.
3.18. Slack
• Feature: Workflow Builder + Reminders
• Setting: Notify internal channel to check survey follow-up actions; optional external survey via Slackbot.
3.19. WhatsApp Business API
• Feature: Template Messages
• Setting: Schedule WhatsApp survey invitation when triggered by webhook.
3.20. Qualtrics
• Feature: Automated Distributions
• Setting: API-based distribution post-flight event from booking app.
3.21. Constant Contact
• Feature: Automated Email Series
• Setting: Add customer to “recent flight” list to kick off survey series.
3.22. AirTable Automations
• Feature: Run automation on field change
• Setting: On “Flight completed” field, send survey link via email action.
3.23. SurveySparrow
• Feature: API and Email Automation
• Setting: Use event trigger to auto-send surveys after flight.
Benefits
4.2. Higher feedback rates and actionable insights.
4.3. Reduced manual work for staff; improved operational efficiency.
4.4. Early alerting about service issues or exceptional experiences.
4.5. Enhanced relationship management and customer loyalty improvement.