Automated feedback collection and analysis

Purpose

1.1. Collect real-time customer feedback post-service or post-sale to understand satisfaction levels and pain points.
1.2. Automate storing, categorizing, and analyzing feedback for actionable insights to improve retention and drive Alfa Romeo dealership loyalty.
1.3. Enable rapid response to negative experiences, escalate critical cases, and close feedback loops seamlessly with CRM integration.
1.4. Aggregate sentiment data across multiple interaction channels—email, SMS, web, social, phone—to optimize the customer journey.
1.5. Support compliance tracking, reporting, but also streamline workflows for future marketing and loyalty programs.

Trigger Conditions

2.1. Completion of vehicle sale, service, or test-drive event in DMS/CRM.
2.2. Set time interval after customer interaction (e.g., 24–48 hours).
2.3. Entry of customer contact info into Alfa Romeo’s sales or service database.
2.4. Customer milestone events—e.g., six-month follow-up.
2.5. Receipt of inbound communication (email, call, message) indicating feedback intent.

Platform Variants

3.1. Twilio (Programmable Messaging API)
• Feature/Setting: Automatic SMS with feedback link/post-interaction questions; configure API to send feedback request to customer’s mobile after DMS event.
3.2. SendGrid (Mail Send API)
• Feature/Setting: Trigger follow-up emails with embedded survey forms using dynamic templates via API triggered from CRM webhook.
3.3. Typeform (Responses API)
• Feature/Setting: Embedded feedback survey, auto-fetch and store all new submission responses via webhook.
3.4. SurveyMonkey (Webhooks + Collectors API)
• Feature/Setting: Distribute surveys post-interaction; auto-collect results for analysis via API.
3.5. Google Forms (Forms API & Apps Script)
• Feature/Setting: Auto-generate individual feedback forms linked to each customer event, gather data via Apps Script.
3.6. Salesforce (REST API, Survey Module)
• Feature/Setting: Trigger survey invites from Case closed/Opportunity won; fetch and map feedback fields to contact records.
3.7. Zendesk (Satisfaction API)
• Feature/Setting: Automatically send satisfaction request after case resolution, retrieve satisfaction score.
3.8. HubSpot (Feedback API)
• Feature/Setting: Auto-enroll contacts in feedback survey workflow after deal/service event, collect feedback via workflow API.
3.9. Microsoft Dynamics 365 (Customer Voice API)
• Feature/Setting: Send survey automatically post-interaction, fetch analysis data into CRM contact notes.
3.10. Slack (Incoming Webhooks)
• Feature/Setting: Real-time feedback alerts posted to dealer’s service channel for quick escalation; use webhook with survey results.
3.11. Freshdesk (Feedback Widget + API)
• Feature/Setting: Embed feedback widget post-ticket closure, auto-aggregate NPS/CSAT scores via API.
3.12. Aircall (Post-Call Automation)
• Feature/Setting: Trigger feedback SMS/email after call completes using Aircall’s API event hooks.
3.13. Calendly (Event End Webhooks)
• Feature/Setting: On service/test-drive appointment conclusion, auto-send feedback request.
3.14. Intercom (Custom Bots + API)
• Feature/Setting: In-app/web feedback bot for website visitors post-purchase/service, capture response with API transfer.
3.15. Zoho CRM (Workflow Automation)
• Feature/Setting: Trigger feedback requests after record status update; auto-log survey response.
3.16. Jotform (Webhooks + API)
• Feature/Setting: Instant delivery of feedback completion events to CRM; auto-store as activity.
3.17. Mailchimp (Transactional API)
• Feature/Setting: Send personalized feedback emails with survey link; configure automation in Transactional API.
3.18. Facebook Messenger (Send API + Webhooks)
• Feature/Setting: Send post-service feedback prompt via Messenger, auto-capture responses via webhook.
3.19. WhatsApp Business (Cloud API)
• Feature/Setting: Automated WhatsApp feedback message post-service; collect responses with webhook.
3.20. Power BI (REST API)
• Feature/Setting: Visualize aggregated feedback responses by source or sentiment, auto-import using API.
3.21. Monday.com (API + Automations)
• Feature/Setting: Log survey results automatically as items/tasks for follow-up.
3.22. Qualtrics (Response Export API)
• Feature/Setting: Export survey responses for advanced analytics; feed results to CRM via API.

Benefits

4.1. Reduces manual workload for follow-up and feedback classification.
4.2. Increases feedback rates by targeting channels customers prefer.
4.3. Accelerates issue resolution and customer recovery actions.
4.4. Centrally aggregates feedback for holistic dealership performance oversight.
4.5. Boosts Alfa Romeo loyalty and revenue by closing feedback loops rapidly.
4.6. Integrates with existing Alfa Romeo dealer CRM and marketing stack for full-cycle customer engagement tracking.