Customer Relationship & Marketing AutomationPurpose
1.2. Personalize review requests based on visit details and integrate feedback into customer profiles.
1.3. Analyze sentiment, identify areas for improvement, and publish positive testimonials to platforms/reviews.
1.4. Drive repeat visits via follow-up offers, loyalty integration, and close feedback loops for service recovery.
Trigger Conditions
2.2. Automated check after closed bill in POS or online ordering system.
2.3. Time delay (e.g., 30–90 minutes post-visit/payment).
2.4. Customer opt-in to promotional communications or feedback.
Platform Variants
3.1. Twilio (SMS, WhatsApp)
• Feature: Programmable Messaging API; auto-send feedback request via SMS/WhatsApp after order.
• Configuration: POST to /Messages endpoint with customer's phone and templated question.
3.2. SendGrid (Email)
• Feature: Transactional Email API; trigger feedback email sequence.
• Configuration: POST to /mail/send with template ID and dynamic personalization data.
3.3. Mailchimp
• Feature: Automated Customer Journeys; feedback survey campaign sent post-purchase.
• Configuration: Set up "Post-Purchase Feedback" journey with trigger: new order.
3.4. SurveyMonkey
• Feature: Web Survey API; capture custom survey responses automatically.
• Configuration: Generate unique survey links; POST survey results to CRM.
3.5. Typeform
• Feature: Results API; real-time collection of feedback forms.
• Configuration: Use webhook to notify restaurant of new responses.
3.6. Google Forms
• Feature: Responses Sheets Integration; automate feedback collection.
• Configuration: Trigger form link via email/SMS after checkout.
3.7. Facebook Messenger
• Feature: Messenger Send API; automate follow-up message post-visit.
• Configuration: Set POST to /me/messages with payload requesting feedback.
3.8. WhatsApp Business API
• Feature: Interactive Message; send feedback surveys directly in chat.
• Configuration: Use interactive list message template with survey options.
3.9. Zendesk
• Feature: Ticket API; create a ticket for negative feedback.
• Configuration: POST to /api/v2/tickets for escalation.
3.10. HubSpot
• Feature: Workflows; send personalized follow-up and log response.
• Configuration: Workflow triggers on deal/order close, automated feedback request sent.
3.11. Salesforce
• Feature: Process Builder; automate feedback survey link distribution.
• Configuration: Trigger process post-payment to send survey email/SMS.
3.12. Slack
• Feature: Incoming Webhooks; push feedback results to management channel in real time.
• Configuration: POST survey response summary to webhook URL.
3.13. Pipedrive
• Feature: Activity API; log feedback as contact activity.
• Configuration: POST to /activities with details from survey.
3.14. Intercom
• Feature: Conversational Messages API; collect in-app feedback post-visit.
• Configuration: Use /messages endpoint for automated prompt.
3.15. Jotform
• Feature: Webhook Integration; relay completed feedback to CRM.
• Configuration: Enable webhook on submission for instant data sync.
3.16. Zoho CRM
• Feature: Blueprint/Workflow Automation; auto-send feedback form after specific actions.
• Configuration: Set workflow to dispatch survey on closing of a deal/order.
3.17. ActiveCampaign
• Feature: Automations; send tailored feedback requests and follow-ups.
• Configuration: Automation triggers post-new contact/deal update.
3.18. Qualtrics
• Feature: Survey Distribution API; automate personalized invitations.
• Configuration: POST to /distributions endpoint with user details.
3.19. Freshdesk
• Feature: Feedback Widget; capture and route customer reviews.
• Configuration: Embed widget link in follow-up communication.
3.20. Google Sheets
• Feature: Apps Script/Webhooks; aggregate and score feedback responses.
• Configuration: Script to append new entries per form completion.
Benefits
4.2. Immediate notification/escalation of negative sentiment for recovery.
4.3. Data-driven improvements to menu, service, and ambiance.
4.4. Enhanced online reputation via proactive review management.
4.5. Increased repeat business with personalized re-engagement.