Initiate customer satisfaction surveys after support resolution

Purpose

1.1 Ensure consistent collection of customer feedback post-support for continuous improvement.
1.2 Automate survey delivery after support case closure, reducing manual effort and delays.
1.3 Increase response rates by sending surveys via preferred communication channels.
1.4 Aggregate and centralize feedback for analysis, reporting, and service enhancement.
1.5 Identify customer sentiments, trends, and immediate issues for escalation or follow-up.
1.6 Personalize survey experiences based on interaction context (e.g., product purchased, issue type).

Trigger Conditions

2.1 Support ticket status marked as “resolved” or “closed” in the helpdesk/CRM system.
2.2 Customer support agent manually flags resolution completion.
2.3 Receipt of final communication from support agent within predefined time threshold.
2.4 Status update pushed via integration webhook or API event from support platforms.
2.5 Order completion or in-store service follow-up confirmation triggers survey initiation.

Platform Variants

3.1 Twilio SMS
• Feature/Setting: SMS API; configure automated survey message with customer mobile from CRM webhook.
3.2 SendGrid
• Feature/Setting: Transactional Email API; set event-based triggers for sending HTML survey emails.
3.3 SurveyMonkey
• Feature/Setting: Create survey collector API; configure unique links per customer via contact POST on resolution event.
3.4 Google Forms
• Feature/Setting: Pre-filled form links; generate personalized URLs using form query parameters sent via email or SMS.
3.5 Typeform
• Feature/Setting: Webhooks; generate new response URLs and auto-send via API integration after support resolution.
3.6 Zendesk
• Feature/Setting: Triggers & Automations; webhook fires survey delivery action at ticket closure.
3.7 Salesforce Service Cloud
• Feature/Setting: Workflow Rules/Process Builder; set process to send survey email or SMS on case status “Closed - Resolved”.
3.8 HubSpot Service Hub
• Feature/Setting: Ticket automation; configure workflow to email customer satisfaction survey using native forms.
3.9 Freshdesk
• Feature/Setting: Automation rules; use “Ticket closed” rule for sending survey email or SMS.
3.10 Intercom
• Feature/Setting: Event-based messaging; survey delivered post conversation resolution trigger.
3.11 Mailchimp
• Feature/Setting: Automated Customer Journeys; trigger survey campaign on resolution event tag sync.
3.12 ActiveCampaign
• Feature/Setting: Automation builder; launch survey email/sequences based on closed support ticket tag.
3.13 Microsoft Power Automate
• Feature/Setting: Template flow; connect to support platform and trigger survey email or Teams message on ticket status changed.
3.14 Slack
• Feature/Setting: Incoming Webhooks/Bot API; post survey link in direct message after case is marked resolved.
3.15 WhatsApp Business API
• Feature/Setting: Message templates; use approved survey message template, delivered via API after support completion.
3.16 Zoho CRM
• Feature/Setting: Workflow automation; trigger follow-up survey email on deal or ticket closure.
3.17 Pipedrive
• Feature/Setting: Workflow Automation; send survey via email integration on activity “resolved” marker.
3.18 Qualtrics
• Feature/Setting: API-based email distributions; surveys triggered per support system webhook call.
3.19 Jira Service Management
• Feature/Setting: Automation rules; deliver survey via email/SMS webhook at issue closure.
3.20 Facebook Messenger
• Feature/Setting: Messenger API send; trigger bot to message customer survey after support chat ends.

Benefits

4.1 Eliminates manual survey handling, saving staff time and reducing errors.
4.2 Accelerates feedback loop, enabling quick identification and resolution of service gaps.
4.3 Improves survey participation through instant, channel-appropriate outreach.
4.4 Centralizes feedback data for actionable reporting and trend analysis.
4.5 Enables scalable and consistent customer experience measurement across all support interactions.