Customer Relationship Management (CRM)Purpose
1.2. Centralize feedback data for actionable insights and trend detection.
1.3. Automate follow-up processes to increase survey participation rates and ensure consistent feedback workflows.
1.4. Integrate feedback with CRM to enrich customer profiles and automate escalation of negative responses for rapid resolution.
1.5. Use automation to minimize manual collection labor, ensuring rapid and scalable feedback cycles after every support event.
Trigger Conditions
2.2. Scheduled automation post-live chat conclusion with an agent.
2.3. Automatedly triggered after outbound call or email support completion.
2.4. Automatically launched after an in-store support visit is logged in CRM.
2.5. Detect support ticket updates for automation when customer satisfaction is not yet recorded.
Platform Variants
• Feature/Setting: Configure Process Builder or Flow to automate feedback request email on case close via Email Alert action.
3.2. Zendesk
• Feature/Setting: Automate email via Trigger using "Ticket is Closed" event, action: Notify target (SurveyMonkey API endpoint).
3.3. Freshdesk
• Feature/Setting: Automate feedback survey dispatch via automation rules based on ticket closure.
3.4. HubSpot
• Feature/Setting: Workflow automation on ticket closure to send feedback form using Marketing Email API.
3.5. Intercom
• Feature/Setting: Automate post-conversation SurveyBot message via Custom Bot workflow.
3.6. Twilio
• Feature/Setting: SMS surveys automatedly sent via Programmable Messaging API on support ticket close event.
3.7. SurveyMonkey
• Feature/Setting: Integration API to automate survey invitation email based on trigger from helpdesk.
3.8. Typeform
• Feature/Setting: Automator webhook to launch feedback form link to customer email automatically.
3.9. Mailchimp
• Feature/Setting: Automate feedback email campaigns via API after support event logging.
3.10. Microsoft Power Automate
• Feature/Setting: Automate flows from resolved ticket in Dynamics 365 to send Microsoft Forms survey.
3.11. Google Forms
• Feature/Setting: Automated email distribution of form link via Gmail API triggered by support ticket logs.
3.12. Zoho CRM
• Feature/Setting: Workflow Rule triggers feedback form email using Zoho Survey integration.
3.13. Freshchat
• Feature/Setting: Automated feedback bot using “Conversation Closed” event.
3.14. Slack
• Feature/Setting: Post-resolution automated bot DM or channel message using Slack Bot API.
3.15. ActiveCampaign
• Feature/Setting: Marketing automation driven by pipeline stage change to send feedback request.
3.16. SurveySparrow
• Feature/Setting: API-triggered automated survey flows on ticket resolution.
3.17. SendGrid
• Feature/Setting: Automated transactional email on closed support ticket via Send API.
3.18. Genesys Cloud
• Feature/Setting: Automated feedback survey via Architect workflow after call completion event.
3.19. Telegram
• Feature/Setting: Automated feedback bot sends survey links using Bot API post-support.
3.20. Jira Service Management
• Feature/Setting: Automation rule on “Issue Resolved” to send feedback email/webhook to survey provider.
Benefits
4.2. Automates negative feedback escalation for swift issue mitigation.
4.3. Automator centralizes and structures feedback data for analytics.
4.4. Automated follow-up increases response rates, providing more representative insights.
4.5. Enhances customer satisfaction and retention through rapid, repeatable feedback cycles driven by automation.
4.6. Enables automatable segmentation of feedback for targeted analysis and reporting.
4.7. Automated linking of feedback to CRM profiles enables personalized follow-up and loyalty offers.