Automated follow-ups for unresolved customer requests

Purpose

1.1. Automate and orchestrate systematic follow-ups for unresolved customer requests, ensuring no inquiry or complaint from art buyers or gallery clients is left unattended.
1.2. Provides fine art galleries with automated customer service continuity, reducing manual intervention, automating reminders, and increasing client satisfaction.
1.3. Automates nudging staff or clients for additional info, follow-up scheduling, response confirmations, and escalation if no action occurs.

Trigger Conditions

2.1. Automating follow-up initiates when a customer query, issue, or purchase request remains unresolved beyond a pre-set SLA (e.g., 24 hours).
2.2. Triggers can automate on status: "Pending", "Open", or "Awaiting Info," and after previous reminder intervals pass without resolution.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Automate SMS triggers; configure Twilio Studio Flow's event triggers, use webhook POST to /Messages endpoint with message template.
3.2. SendGrid
• Feature/Setting: Automate transactional email reminders via SendGrid’s "Mail Send API". Setup API key, configure dynamic template with tags.
3.3. HubSpot
• Feature/Setting: Automate using "Workflows" with ticket status filter; add workflow action to send sequence emails or SMS via integrated provider.
3.4. Salesforce Service Cloud
• Feature/Setting: Automate via Process Builder, setting criteria as unresolved cases, fire follow-up emails or Chatter message post.
3.5. Zendesk
• Feature/Setting: Automate with "Triggers" using ticket status and last update timestamp; set action as email notification or webhook call.
3.6. Freshdesk
• Feature/Setting: Automate using Scenario Automator with filters for pending tickets; automated emails or tasks for agent or client.
3.7. Microsoft Power Automate
• Feature/Setting: Automate using scheduled triggers over Dynamics 365 or Outlook; send adaptive cards, Teams alerts, or email reminders.
3.8. Google Workspace (Gmail API)
• Feature/Setting: Automator config to send follow-up emails via Gmail API, use Apps Script or API batch send endpoint for templated messages.
3.9. Mailchimp
• Feature/Setting: Automate using Journeys; set up event to trigger a follow-up drip.
3.10. Slack
• Feature/Setting: Automate reminders in support/curator channels using "Reminders API" or Slackbot scheduling via Events API.
3.11. Intercom
• Feature/Setting: Automate via "Outbound Messaging" using rules—target unresolved conversations over x hours old.
3.12. Zoho Desk
• Feature/Setting: Automate follow-up rules and time-based automations under "SLA Settings".
3.13. Pipedrive
• Feature/Setting: Automator config via "Workflow Automation" for deals/requests, send an automated activity or email.
3.14. ActiveCampaign
• Feature/Setting: Automate using automations for customer tags/status updates; configure automated email or SMS sequence.
3.15. Aircall
• Feature/Setting: Automator rules to trigger an IVR callback or voicemail message if unresolved tickets flagged.
3.16. Monday.com
• Feature/Setting: Automate with "Automations Center", set status/action triggers to launch follow-up emails or internal notifications.
3.17. Asana
• Feature/Setting: Automates using "Rules" for task status, automated comment/task assignments as follow-ups.
3.18. ServiceNow
• Feature/Setting: Automate with "Flow Designer", set trigger based on ticket state, issue automated notifications.
3.19. Jira Service Management
• Feature/Setting: Automate with Automation Rules, configure trigger for status and time-in-status, send notification or escalate.
3.20. WhatsApp Business API
• Feature/Setting: Automate follow-up messages using Message Templates via /messages POST after waiting period.
3.21. Outlook (Microsoft Graph API)
• Feature/Setting: Automates email follow-ups by scheduling events and configuring Graph API calls to send templated follow-up emails.
3.22. ClickSend
• Feature/Setting: Automate using SMS/email triggers from API dashboard, configure delivery time and automated content merge fields.

Benefits

4.1. Automates persistent, timely follow-up without staff manual effort, ensuring every unresolved customer request receives attention.
4.2. Improves customer retention via automated communication, reducing missed opportunities and delayed responses.
4.3. Automating escalations minimizes risk of issues falling through; automatedly structures support workflows for fine art galleries.
4.4. Scalable automation handles volume surges without additional human resources.
4.5. Data analytics through automation enables continuous refinement of follow-up strategies and service improvement.