Customer Service and Communication AutomationPurpose
1.2. Automatedly gather, analyze, and report customer feedback to improve service quality, identify issues, and increase retention.
1.3. Standardize and automate multi-channel sentiment collection (SMS, email, voice) to streamline follow-up and ensure every customer receives a survey, enhancing the customer experience and compliance with corporate standards.
Trigger Conditions
2.2. Customer check-out completed in Point-of-Sale system.
2.3. When a closed work order is marked as ‘complete’ in the scheduling tool.
2.4. Automatic timer-based trigger (e.g., 24 hours post-service).
2.5. Manual trigger by service manager via portal.
Platform Variants
• Feature/Setting: Automated SMS API with survey link; configure POST with customer phone and personalized survey URL.
3.2. SendGrid
• Feature/Setting: Automatedly send transactional survey emails; setup dynamic templates with customer-specific merge fields.
3.3. Salesforce Service Cloud
• Feature/Setting: Automate survey workflow in Process Builder; trigger on service case completion and dispatch Feedback Management survey.
3.4. Zendesk
• Feature/Setting: Automate ticket closure trigger to send customer satisfaction survey via integrated surveys module.
3.5. HubSpot
• Feature/Setting: Automation workflow triggers ‘customer feedback’ email; configure survey using Service Hub.
3.6. Mailchimp
• Feature/Setting: Automated post-event journeys; use API to add customers to survey campaign audience segment.
3.7. Typeform
• Feature/Setting: Embed survey links in SMS/email channels; configure webhook to collect responses automatically.
3.8. Google Forms + Gmail API
• Feature/Setting: Automated script triggers Gmail send with pre-filled form link after service completion event.
3.9. Microsoft Power Automate
• Feature/Setting: Automates survey email workflow triggered by Outlook calendar event or service log update.
3.10. SurveyMonkey
• Feature/Setting: API triggers survey dispatch; configuration schedules reminders for non-respondents.
3.11. ActiveCampaign
• Feature/Setting: Automates survey sending via automations; set trigger as tag applied post-service.
3.12. Slack
• Feature/Setting: Webhook sends internal notification to service advisor after survey completed, automating alerts for poor scores.
3.13. Google Sheets + Apps Script
• Feature/Setting: Automated log of sent surveys and statuses; triggers follow-up scripts for non-responses.
3.14. Jotform
• Feature/Setting: Uses ‘thank-you’ page redirects and automated notifications to send/track survey links.
3.15. Freshdesk
• Feature/Setting: Survey automator tied to ticket status; send One-Click Survey as soon as service closed.
3.16. Zoho CRM
• Feature/Setting: Workflow automates feedback request email using Zoho Survey integration after deal or case closure.
3.17. ServiceNow
• Feature/Setting: Automates survey distribution via Flow Designer post-incident closure.
3.18. Braintree
• Feature/Setting: Use webhook after payment processed to trigger survey send within transactional receipt.
3.19. Pipedrive
• Feature/Setting: Automates email survey via workflow automation on deal status update.
3.20. Intercom
• Feature/Setting: Event-based messages send survey links based on ‘conversation closed’ or ‘support case ended’.
3.21. WhatsApp Business API
• Feature/Setting: Automates message flow using outbound template with embedded satisfaction survey link.
Benefits
4.2. Automating multi-channel communication expands customer reach (SMS, email, apps).
4.3. Automated sentiment collection speeds up insights and enables real-time issue resolution.
4.4. Enhances data accuracy by reducing missed surveys or duplicated manual efforts.
4.5. Automated escalation/workflow for negative responses ensures prompt service recovery, improving retention.
4.6. Automated analytics and reporting provide actionable dealership-level and corporate insights.
4.7. Raising overall satisfaction automatedly increases post-service repeat business and reviews.