Feedback escalation on negative responses

Purpose

1.1. Automate immediate feedback escalation for negative responses from MG dealership customers.
1.2. Ensure negative feedback triggers instant corporate visibility and support intervention.
1.3. Automates assignment of follow-up tasks to customer care, empowering proactive service recovery.
1.4. Centralizes negative response tracking and automates analytical reporting for quality assurance.
1.5. Integrates communication channels for seamless cross-team escalations and automatable alerts.
1.6. Supports a closed-loop customer relationship approach, automating acknowledgment and response workflows.

Trigger Conditions

2.1. Automated when an MG dealer customer submits feedback flagged as “negative” (e.g., NPS ≤ 6, rating ≤ 3 stars).
2.2. Automation triggers if complaint keywords are present or “dissatisfied” is detected in text responses.
2.3. Workflow automatedly triggers after post-service surveys or outbound satisfaction campaigns.
2.4. System automates escalation upon non-response to automated resolution attempts within X hours.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Automate outbound escalations via programmable SMS API; configure webhook to deliver negative feedback alerts to managers.
3.2. SendGrid
• Feature/Setting: Automatedly trigger transactional or notification emails; API integration sends feedback alerts and summaries to stakeholders.
3.3. Slack
• Feature/Setting: Set up incoming webhooks to automatablely deliver channel notifications for every negative feedback event.
3.4. Microsoft Teams
• Feature/Setting: Automate escalation using Teams connector; push adaptive cards into designated escalation channels.
3.5. Salesforce
• Feature/Setting: Automates creation of cases for negative feedback using the Feedback or Case API.
3.6. Zendesk
• Feature/Setting: Automate ticket generation via REST API for customer detractors, assigning urgency tags.
3.7. HubSpot
• Feature/Setting: Workflow automation to create tasks and notify contacts based on custom feedback triggers.
3.8. Freshdesk
• Feature/Setting: Automate ticket creation with preset escalation levels through Freshdesk API automation.
3.9. Gmail
• Feature/Setting: Automate sending of escalation emails using Gmail API filtered by survey results.
3.10. Google Sheets
• Feature/Setting: Automatedly append negative responses to a dedicated sheet for centralized monitoring.
3.11. Asana
• Feature/Setting: Automation to instantly create escalation tasks and subtasks for service teams.
3.12. Trello
• Feature/Setting: Automate card creation in escalation lists; apply labels using API for tracking.
3.13. Monday.com
• Feature/Setting: Automated board item generation for each escalate feedback entry with reminders.
3.14. Pipedrive
• Feature/Setting: Automate activity/task creation in sales pipelines to ensure follow-up on escalations.
3.15. Intercom
• Feature/Setting: Webhook to start automated messages and support conversations with escalated customers.
3.16. Zoho CRM
• Feature/Setting: Automate escalation using Workflow Automation rules tied to negative feedback fields.
3.17. Jira Service Management
• Feature/Setting: Ticket automation in service desk projects when negative feedback entered via REST API.
3.18. ServiceNow
• Feature/Setting: Automate incident creation with high priority and auto-assign to customer experience agents.
3.19. Notion
• Feature/Setting: Automate database entry with status tags for every escalated feedback record.
3.20. SurveyMonkey
• Feature/Setting: Webhooks automate response parsing and trigger external API calls for escalations.
3.21. Mailgun
• Feature/Setting: Automated emails to managers with full feedback context; triggered by negative responses.
3.22. SAP SuccessFactors
• Feature/Setting: Workflow automation pushes negative feedback data to employee recognition or HR dashboards.
3.23. Airtable
• Feature/Setting: Automatedly record and update feedback escalation cases with linked follow-up actions.
3.24. WhatsApp Business API
• Feature/Setting: Automate instant escalation alerts by sending templated WhatsApp messages to teams.

Benefits

4.1. Automated negative feedback management improves response speed and retention rate.
4.2. Automates accountability and follow-up tasks for CX and dealership management.
4.3. Ensures escalation is never missed through automation of multi-channel notifications.
4.4. Automates gathering, analysis, and closure tracking for all negative feedback events.
4.5. Reduces manual work, increases proactive customer engagement, and automates quality improvements.