Customer feedback collection after purchase

Purpose

1. Gather post-purchase customer feedback to evaluate satisfaction, identify business improvement areas, and nurture customer loyalty.

2. Automate survey delivery via preferred communication channels (email, SMS, WhatsApp, social, web).

3. Integrate feedback into CRM, support, and analytics for actionable insights and follow-up.

4. Schedule or trigger feedback requests based on order fulfillment or delivery events.

5. Tag and segment feedback data for reporting and workflow triggers (review requests, ticket escalation).

6. Route negative feedback to support for quick resolution; positive to testimonials/marketing.

Trigger Conditions

1. Successful order fulfillment or delivery in ERP or inventory system.

2. Status updated to “Order Complete” or “Shipped” in CRM or e-commerce platform.

3. Post-purchase time lapse (e.g. 3 days after delivery confirmation event in logistics tracking API).

4. Product warranty registration completed.

5. Payment confirmation notification received.

6. Customer not unsubscribed from communications.

Platform Variants

1. Twilio SMS

• Feature/Setting: SMS Messaging API — configure send-feedback SMS template using order event as trigger.
  

2. SendGrid

• Feature/Setting: Transactional Email API — automate branded email surveys post-purchase; set recipient, subject, and custom HTML body.
  

3. Mailchimp

• Feature/Setting: Customer Journeys — trigger automated survey email in post-purchase sequence.
  

4. HubSpot

• Feature/Setting: Workflows — API endpoint triggers feedback form email; feedback is associated with customer contact record.
  

5. Salesforce

• Feature/Setting: Process Builder/Flow — send email or SMS survey upon “Closed-Won” opportunity or finished service case.
  

6. Zoho CRM

• Feature/Setting: Workflow Automation — upon conversion status change, use Zoho Survey API to send survey.
  

7. Google Forms

• Feature/Setting: Form Response Notifications — generate unique survey links per transaction, send via desired channel API.
  

8. Slack

• Feature/Setting: Incoming Webhooks — post feedback collection request in private channel for manual follow-up if needed.
  

9. WhatsApp Business API

• Feature/Setting: Template Message — automate delivery of feedback request (with survey link) post-delivery.
  

10. Typeform

• Feature/Setting: Webhooks & Embed — dynamically generate survey links embedded in customer email/sms flows.
  

11. Freshdesk

• Feature/Setting: Automation Rules — send follow-up ticket/survey for NPS collection after ticket closure.
  

12. SurveyMonkey

• Feature/Setting: API Integration — create and distribute personalized feedback survey invitations using customer data from ERP.
  

13. Microsoft Power Automate

• Feature/Setting: Trigger on Dynamics 365 event, push feedback forms via email, Teams, or SMS connector.
  

14. Intercom

• Feature/Setting: Post-purchase messenger bot — trigger automated chat survey.
  

15. Zendesk

• Feature/Setting: Triggers & Automations — send CSAT survey by email or SMS after ticket is marked resolved.
  

16. Shopify

• Feature/Setting: Flow App — trigger survey email (via third-party or built-in) based on order fulfillment.
  

17. ActiveCampaign

• Feature/Setting: Automation — deliver feedback request email or SMS as a step in a post-purchase sequence.
  

18. Klaviyo

• Feature/Setting: Flows — email/send SMS survey using event-triggered flows; segment by item purchased.
  

19. Gorgias

• Feature/Setting: After-sale macro — send automated survey when order conversation closes.
  

20. Pipefy

• Feature/Setting: Automation — on pipe phase change, send email/SMS survey to customer.
  

21. Airtable

• Feature/Setting: Automations — upon record update for purchase completion, trigger integrated survey tool.
  

22. ClickSend

• Feature/Setting: SMS API — push feedback collection prompts to customer mobile after purchase.
  

23. Monday.com

• Feature/Setting: Automations — on item status “Delivered,” trigger survey email/SMS via integrated app.
  

Benefits

1. Increased response rates by reaching customers through preferred channels.

2. Rapid insight into customer satisfaction with appliance parts and support experience.

3. Early detection of issues prevents negative reviews and escalates unsolved cases.

4. Data integration enables reporting, benchmarking, and operational refinement.

5. Streamlined follow-up/engagement improves retention, advocacy, and future sales conversion.