Automated follow-up emails post-service for feedback and reviews

Purpose

1. Automatically send post-service follow-up emails to shuttle customers to collect feedback and encourage reviews.

2. Improve customer retention with timely, personalized outreach after ride completion.

3. Gather insights for service quality improvement and online reputation management.

4. Close feedback loops for unresolved issues and increase repeat bookings through customer engagement.

Trigger Conditions

1. Ride completion event logged in booking or dispatch system.

2. Customer contact data is available and opted-in for communication.

3. Follow-up window (e.g., 2–24 hours post-ride) reached.

4. No prior review from the customer on record for this booking.

Platform Variants

1. Mailchimp

• Feature: Automated Customer Journeys.
  
• Setting: Trigger on custom webhook or API update when ride status changes; configure email template for feedback link.
  

2. HubSpot

• Feature: Workflows.
  
• Setting: Enroll contacts when ‘Ride Completed’ property is updated; action Step: “Send Email”.
  

3. Salesforce

• Feature: Process Builder/Flow Builder.
  
• Setting: On Service Task ‘Completed’, run Flow to send templated email and update customer record.
  

4. Zoho CRM

• Feature: Workflow Rules.
  
• Setting: Condition: “Booking Status = Completed”; Action: “Send Email” with feedback form URL.
  

5. ActiveCampaign

• Feature: Automations.
  
• Setting: Start trigger: Custom API Call; Action: Send personalized email requesting feedback.
  

6. Klaviyo

• Feature: Flows.
  
• Setting: API-triggered flow post-ride; Drag in ‘Send Email’ block with dynamic content for reviews.
  

7. SendGrid

• Feature: Dynamic Templates + API.
  
• Setting: Send transactional email via /mail/send endpoint with ride summary and review link.
  

8. Google Workspace (Gmail API)

• Feature: Scheduled Email Send.
  
• Setting: Use Apps Script to monitor Sheets/Calendar, and send follow-up upon row/status update.
  

9. Microsoft Power Automate

• Feature: Automated Flows.
  
• Setting: Trigger via shared calendar or external API; action: Send Outlook email with survey link.
  

10. Intercom

• Feature: Series and Outbound Messaging.
  
• Setting: Ride completed event triggers a post-service email; auto-includes feedback buttons.
  

11. Twilio SendGrid (distinct from SendGrid core)

• Feature: Event Webhook Triggers.
  
• Setting: API webhook on ride status, send batch journey emails with review request.
  

12. Customer.io

• Feature: Event-triggered campaigns.
  
• Setting: Ride completion event triggers ‘Send Email’ action with embedded survey.
  

13. Mailjet

• Feature: SMTP/API Email Automation.
  
• Setting: Bookings API sends trigger to transactional template; includes custom feedback URL.
  

14. Constant Contact

• Feature: Email Automation.
  
• Setting: List added via API upon ride completion, triggers post-service feedback mailer.
  

15. Iterable

• Feature: Triggered Messaging.
  
• Setting: API Event: ‘Ride Finished’; Action: send multi-language feedback template.
  

16. Freshdesk

• Feature: Automated Customer Satisfaction Surveys.
  
• Setting: Service ticket type ‘shuttle ride’ completed triggers post-service email survey.
  

17. Zendesk

• Feature: Triggered Automations.
  
• Setting: Ride support ticket solved triggers “Request Feedback” email.
  

18. Pabbly Connect

• Feature: Workflow Automation.
  
• Setting: Incoming ride completion webhook triggers Gmail/SMTP node to send follow-up.
  

19. Brevo (formerly Sendinblue)

• Feature: Transactional Email Automation.
  
• Setting: Event trigger API call sends feedback request message.
  

20. Postmark

• Feature: Triggered Email API.
  
• Setting: Ride closed status triggers API to send feedback template with unique ride ID link.
  

21. Slack (for internal review requests)

• Feature: Workflow Builder/Incoming Webhooks.
  
• Setting: If no customer review received, auto-notify staff channel to follow up manually.
  

Benefits

1. Consistent, timely feedback requests maximize response rates.

2. Enhances customer perception of professionalism and care.

3. Automated workflow saves labor, reduces manual follow-up errors.

4. Rapid resolution of negative experiences before public escalation.

5. Builds library of positive reviews for online reputation.

6. Data insights help refine shuttle service processes.

7. Personalization options improve customer engagement and repeat business.