Customer Relationship & Service AutomationPurpose
1.2. Enable data-driven decision-making by continuously collecting unbiased, time-sensitive customer feedback with minimal manual effort.
Trigger Conditions
2.2. Predefined time elapse since delivery/installation.
2.3. Status change of support ticket to “resolved” or “closed.”
2.4. Customer contact added/updated with specific tags or attributes.
2.5. Automated rules for transactional emails/SMS post-interaction.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Messaging API — Configure outbound SMS post-service using dynamic templates and merge fields for survey URL or rating reply.
3.2. SendGrid
• Feature/Setting: Email API — Set up automated feedback email campaigns with survey link after trigger event.
3.3. SurveyMonkey
• Feature/Setting: Create feedback survey, use Collectors to send individualized survey links via API after customer action.
3.4. Zendesk
• Feature/Setting: Automations — Send satisfaction survey ticket using Satisfaction Reason Field and triggers post ticket closure.
3.5. Google Forms
• Feature/Setting: Pre-fillable surveys; create and distribute unique URL via API/Apps Script integration post-transaction.
3.6. Microsoft Teams
• Feature/Setting: Adaptive Cards — Send feedback forms directly to customers or partners via messaging automation.
3.7. Salesforce
• Feature/Setting: Process Builder/Flow — Trigger automated feedback survey email post Case or Opportunity closure.
3.8. Typeform
• Feature/Setting: Webhooks/API — Create engaging surveys and auto-dispatch after successful sales or services.
3.9. Mailchimp
• Feature/Setting: Email Automation — Configure Customer Journey with survey emails after purchase event.
3.10. Zoho CRM
• Feature/Setting: Workflow Rules — Auto-send survey when Deal/Contact status or field changes post-service.
3.11. Slack
• Feature/Setting: Workflow Builder/API — Post feedback requests to client channels after ticket resolution.
3.12. Freshdesk
• Feature/Setting: Feedback Automation — Auto-send satisfaction surveys for closed tickets using scenario automations.
3.13. HubSpot
• Feature/Setting: Service Workflows — Send Customer Feedback Survey via workflow when service pipeline moves to “closed won.”
3.14. Pipedrive
• Feature/Setting: Webhooks — Initiate survey email after Deal moves to Won stage, through connected survey tool.
3.15. ActiveCampaign
• Feature/Setting: Automation Map — Set up series to trigger feedback capture post-purchase based on segment/action.
3.16. WhatsApp Business API
• Feature/Setting: Send templated survey messages after tagged support or completed sale event in integration.
3.17. Jotform
• Feature/Setting: Send survey forms using prefill API, triggered by webhook from business operation system.
3.18. Aircall
• Feature/Setting: Post-Call Automation — Send follow-up SMS or email with survey after call ends.
3.19. Intercom
• Feature/Setting: Custom Bots — Launch survey message immediately after marked resolved chat or service task.
3.20. Microsoft Power Automate
• Feature/Setting: Scheduled/triggered flows — Create sequence to auto-dispatch Microsoft Forms survey upon deal/service closure in Dynamics or SharePoint.
Benefits
4.2. Improves response rate: Timely outreach ensures relevance and higher engagement.
4.3. Enables real-time analytics: Results feed directly into dashboards for continuous quality improvement.
4.4. Personalizes customer journey: Tailored communication enhances loyalty and retention.
4.5. Identifies service gaps quickly: Flags dissatisfied clients for proactive resolution.
4.6. Integrates with existing CRM and helpdesk platforms to centralize feedback data.
4.7. Supports compliance and documentation for quality assurance standards specific to HVAC wholesale industry.
4.8. Fosters long-term business growth through enhanced client insights and decreased churn.