Customer Relationship & Support AutomationsPurpose
1.2. Automate outreach for 100% survey coverage and to foster feedback loops.
1.3. Enhance retention and lifetime value by personalizing follow-up support based on customer sentiment.
1.4. Identify detractors for proactive resolution, and collect testimonials from promoters.
1.5. Support ongoing training of customer service by analyzing structured feedback.
Trigger Conditions
2.2. Update in CRM indicating a new customer contact or completed order stage.
2.3. Delivery confirmation via shipping partner API, status set to “delivered.”
2.4. Time delay (e.g., 24 hours post-delivery) to ensure product receipt.
2.5. Manual trigger for disputed or escalated resolutions.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Messaging API — configure automated outbound SMS with personalized survey link.
• Sample: Use POST to /Messages resource for triggered SMS events.
3.2. SendGrid
• Feature/Setting: Transactional Templates — trigger email with embedded rating buttons.
• Sample: Templates + Dynamic Template Data API.
3.3. Mailchimp
• Feature/Setting: Customer Journey Builder with SurveyMonkey integration for automated campaigns.
• Sample: Add Customer triggers campaign, which hands off to survey API.
3.4. HubSpot
• Feature/Setting: Workflows for “Closed Won” deal — send satisfaction survey via marketing email API.
• Sample: POST to /email/public/v1/singleEmail/send.
3.5. Salesforce
• Feature/Setting: Process Builder — configure automated Email Alert; integration with Salesforce Surveys.
• Sample: Workflow: Email Alert + Survey Invitation Action.
3.6. Google Forms
• Feature/Setting: Apps Script webhook — generates form prefilled, sends personalized email.
• Sample: deploy script with onFormSubmit trigger.
3.7. SurveyMonkey
• Feature/Setting: Webhooks on Collectors — sends survey on new API event (purchase confirmation).
• Sample: Register webhook to /collectors/webhooks endpoint.
3.8. Zendesk
• Feature/Setting: Triggers on Ticket Solved — send CSAT survey via email or embedded ticket.
• Sample: Trigger type:Ticket, action: POST survey request.
3.9. Freshdesk
• Feature/Setting: Automations — “On Ticket Closure” automate CSAT survey deployment.
• Sample: Freshdesk automations/dispatch’r rule.
3.10. Typeform
• Feature/Setting: Webhooks + Logic Jumps; trigger survey via email or SMS provider API.
• Sample: Create webhook trigger for form; POST data using external service API.
3.11. Microsoft Power Automate
• Feature/Setting: “When order marked as complete” — send Forms Pro (now Dynamics 365 Customer Voice) survey.
• Sample: Trigger flow from Dynamics 365, Action: Send survey.
3.12. Slack
• Feature/Setting: Workflow Builder — auto-DM purchase contacts with Slack-native survey or survey bot.
• Sample: Use “Send a form” step, connect to external survey API if needed.
3.13. ActiveCampaign
• Feature/Setting: Automation Trigger (Order Completed) — send survey email with conditional logic.
• Sample: POST using Email API, custom field mapping for responses.
3.14. Intercom
• Feature/Setting: Event trigger on conversation closed/completed, send customer survey via Messenger.
• Sample: Use Intercom Event API + Surveys module.
3.15. Qualtrics
• Feature/Setting: “Transaction Event” trigger; workflow automatically sends transactional survey email.
• Sample: API event-based distribution (CreateDistribution API call).
3.16. Klaviyo
• Feature/Setting: Flows — post-purchase trigger to send satisfaction survey campaign.
• Sample: Use “Placed Order” event to trigger campaign.
3.17. Shopify
• Feature/Setting: Shopify Flow — triggers webhook on order fulfillment, sends survey email/SMS via integration.
• Sample: Use “Order Fulfilled” trigger, action webhook to survey tool.
3.18. Zoho CRM
• Feature/Setting: Automation Rule “After Sales” — send Zoho Survey invitation.
• Sample: Workflow to trigger Zoho Survey API.
3.19. JotForm
• Feature/Setting: POST Purchase webhook triggers email with survey link.
• Sample: Use webhook integration to email sending service.
3.20. Gorgias
• Feature/Setting: Automation on resolved ticket, send CSAT request via email or SMS.
• Sample: Automation rule: Ticket Resolved, action: Send Message.
Benefits
4.2. Faster detection and resolution of negative experiences, reducing churn and reputation risk.
4.3. Aggregated data for performance dashboards and compliance with service KPIs.
4.4. Automated reminders boost response rates, generating high-quality, actionable insights.
4.5. Supports regulatory and quality management standards through structured documentation of customer interactions.