Customer Service and SupportPurpose
1.2. Improve service quality and client satisfaction by systematically gathering feedback.
1.3. Identify trends, resolve complaints early, and retain clients through prompt engagement.
1.4. Automate outreach post-service completion to increase survey response rates while minimizing manual work.
Trigger Conditions
2.2. Customer record contains valid contact method (email, SMS, etc.).
2.3. Client consents to feedback/communications.
2.4. Predefined post-visit interval elapsed (e.g., 24 hours after completion).
Platform Variants
3.1. Twilio SMS
• Feature: Programmable Messaging API
• Setting: Configure messaging with endpoint and survey link; schedule to send after service completion.
3.2. SendGrid
• Feature: Mail Send API (v3/mail/send)
• Setting: Compose and dispatch survey invitation emails with personalized fields.
3.3. Mailchimp
• Feature: Campaigns API
• Setting: Automated triggered email or SMS campaign delivery to segmented customer group.
3.4. Slack
• Feature: Incoming Webhooks
• Setting: Notify staff/supervisors of completed survey distributions with timestamp and customer name.
3.5. Google Forms
• Feature: Prefilled Link Generator
• Setting: Embed unique prefill parameters in distributed survey links per client interaction.
3.6. SurveyMonkey
• Feature: Collect Responses API
• Setting: Batch create and distribute custom survey invites to CRM contacts.
3.7. Microsoft Power Automate
• Feature: Automated Workflow
• Setting: Detect service job completion in Excel/SharePoint; auto-trigger survey delivery via integrated channel.
3.8. HubSpot
• Feature: Workflows Automation
• Setting: Customer lifecycle stage reach “Post-Service”; set action to send feedback email.
3.9. Salesforce
• Feature: Flow Builder
• Setting: Post-service update event triggers Contact Send Survey action.
3.10. Zoho CRM
• Feature: Workflow Rules
• Setting: Create rule—when deal is closed, auto-send survey email/SMS.
3.11. Zendesk
• Feature: Triggers & Automations
• Setting: Solved ticket → send follow-up survey to requestor.
3.12. Intercom
• Feature: Series Campaigns/API
• Setting: End-of-service message triggers in-app or email survey distribution.
3.13. Typeform
• Feature: Webhooks
• Setting: Unique survey links sent instantly using customer-specific metadata.
3.14. Google Sheets
• Feature: Apps Script Triggers
• Setting: New row (service completion) event triggers survey email dispatch.
3.15. ActiveCampaign
• Feature: Automations
• Setting: Automation that sends a survey to segment "Recently Completed Jobs."
3.16. Freshdesk
• Feature: Automated Email Notifications
• Setting: Support ticket resolved — trigger survey link notification.
3.17. Airtable
• Feature: Automations
• Setting: When record status is "Done," send customer communication with survey link.
3.18. Pipedrive
• Feature: Workflow Automation
• Setting: Deal moved to “Completed” stage triggers automated survey email.
3.19. WhatsApp Business API
• Feature: Message Templates
• Setting: Automated personalized post-service message with embedded survey link via approved template.
3.20. OneSignal
• Feature: Push Notification API
• Setting: Deliver survey prompt via mobile push to serviced user’s device.
3.21. Outlook 365
• Feature: Power Automate/Flow Integration
• Setting: Calendar event “Job Complete” triggers survey email with custom template.
Benefits
4.2. Improved customer satisfaction tracking, enabling data-driven service improvements.
4.3. Scalable process for increased service volumes—reliable outreach every time.
4.4. Multi-channel approach lifts response rates and reaches varied customer preferences.
4.5. Freed operational resources—staff focus on high-value interactions, not repetitive tasks.