Post-visit follow-up and review requests

Purpose

1.1. Automate messages to patrons after dining, thanking them and requesting feedback or reviews on public platforms.
1.2. Collect insights to improve service, build brand reputation, and increase repeat visits.
1.3. Strengthen customer loyalty by showing appreciation and engaging post-purchase.
1.4. Direct satisfied customers to review portals, boosting online presence and search ranking.
1.5. Track guest sentiment and follow up on negative experiences for quality control.

Trigger Conditions

2.1. Customer finalizes payment and checks out from POS.
2.2. Customer exits geofence if location services are enabled.
2.3. Reservation status switches to 'Completed' in booking system.
2.4. Digital receipt issued to an identifiable customer email or SMS.
2.5. Loyalty card scanned or points redeemed.
2.6. CRM data entry indicates recent visit within predefined time window.

Platform Variants (with function/API & setup sample)

3.1. Twilio — Programmable Messaging API
• Function: SMS post-visit message.
• Setup: Configure API to send SMS with review link when triggered by POS webhook.

3.2. SendGrid — Mail Send API
• Function: Automated thank-you email with feedback survey.
• Setup: POST to v3/mail/send with dynamic_data for customer name/review link.

3.3. WhatsApp Business API
• Function: Automated WhatsApp messages post-dining.
• Setup: Trigger message template via API using customer's WhatsApp number.

3.4. Facebook Messenger API
• Function: Messenger chat follow-up with review prompt.
• Setup: Send message using Page access token after new order event.

3.5. Google Business Profile API
• Function: Generate direct review request links.
• Setup: Use Place ID to generate review URL for targeted email/SMS.

3.6. Zapier Webhooks
• Function: Orchestrate triggers between POS, CRM, and communication channels.
• Setup: Webhook triggers on POS event to send email/SMS/WhatsApp.

3.7. HubSpot CRM API
• Function: Schedule personalized follow-up campaign post-visit.
• Setup: Use CRM workflow to trigger email sequences upon property change.

3.8. Salesforce Marketing Cloud
• Function: Manage multi-step post-visit campaigns.
• Setup: Automation Studio triggers after visit; Journey Builder for reminders.

3.9. Mailchimp — Transactional Email API
• Function: Send custom-branded thank-you emails with embedded survey links.
• Setup: Mandrill API configured with merge tags from CRM or POS export.

3.10. ActiveCampaign Automations
• Function: Multi-channel personalized follow-ups.
• Setup: Automation triggered by new order/exited segment; send email/SMS.

3.11. SurveyMonkey API
• Function: Send post-visit satisfaction surveys.
• Setup: Trigger survey invitation via API with restaurant-specific questions.

3.12. Intercom — Message API
• Function: Automated in-app/web chat post-visit check-ins.
• Setup: In-app messages fire on user completion event or time delay.

3.13. Slack Incoming Webhooks
• Function: Internal notification for staff follow-up on poor experiences.
• Setup: Send webhook to #customer-feedback based on negative survey response.

3.14. Google Sheets API
• Function: Log customer engagement and feedback automatically.
• Setup: Append Row API on message event for record-keeping/analysis.

3.15. Typeform Webhooks
• Function: Deliver feedback forms and collect structured responses.
• Setup: Auto-send Typeform URL post-visit via webhook trigger.

3.16. Klaviyo Flows
• Function: Conditional follow-up emails based on purchase or loyalty data.
• Setup: Flow triggers by integration with POS export or API.

3.17. Viber Bot API
• Function: Post-visit follow-up messages on Viber.
• Setup: Config Bot Endpoint to send thanks and review request.

3.18. Line Messaging API
• Function: Send automated review prompts to customers on Line.
• Setup: POST profile/notify with customer Line ID after visit.

3.19. Pipedrive CRM Workflow Automation
• Function: Trigger tasks or emails post-purchase.
• Setup: Deal marked as 'Won' triggers workflow to send follow-up.

3.20. Microsoft Power Automate
• Function: Streamline multi-system triggers and message delivery.
• Setup: Automated flow from POS or CRM data change to message send.

3.21. Yelp Business API
• Function: Direct customers to Yelp for reviews via direct link.
• Setup: Use business endpoint to fetch review link and push via SMS/email.

3.22. Constant Contact
• Function: Automated post-dining feedback email campaigns.
• Setup: Trigger on list update/new contact after visit.

Benefits

4.1. Increases number and quality of online reviews, improving reputation.
4.2. Enhances customer loyalty and repeat business through personalized touchpoints.
4.3. Accelerates response to negative experiences, reducing churn risk.
4.4. Streamlines repetitive tasks, saving staff time and improving data accuracy.
4.5. Enables data-driven improvements by aggregating guest sentiment and responses.