Customer Service & Communication AutomationPurpose
1.2. Automates feedback capture to monitor service quality, detect customer pain points, and improve branch operations.
1.3. Enables automated, scheduled, or event-driven outreach through multiple communication channels (SMS, email, phone).
1.4. Centralizes results in dashboards, automates alerts for negative responses, and automates workflow integration with customer service teams.
Trigger Conditions
2.2. Close of service ticket in support/helpdesk software.
2.3. Customer exit from physical location (automated by mobile geofence or sign-out).
2.4. Scheduled time after service delivery (e.g., 24 hours post-transaction).
2.5. Manual trigger by branch staff via a dashboard after notable interactions.
Platform Variants
3.1. Twilio SMS
- Feature/Setting: Programmable SMS API — automate survey message delivery; sample: POST /Messages endpoint with survey link and personalization.
3.2. SendGrid
- Feature/Setting: Mail Send API — automator for bulk or individual survey emails post-event; configure dynamic templates for automated personalization.
3.3. Google Forms
- Feature/Setting: Automated form link generation and response collection via Forms API; configure auto-responder email triggers.
3.4. Microsoft Power Automate
- Feature/Setting: Automates flows for survey send-outs/aggregation using Outlook email, SharePoint, and Forms connectors.
3.5. SurveyMonkey
- Feature/Setting: Collect Responses API — automate survey invitations; configure collector for web/email and automate follow-up reminders.
3.6. Mailchimp
- Feature/Setting: Campaigns API — automates customer segmentation and automated batch survey dispatches.
3.7. Zendesk
- Feature/Setting: Triggers/Automations — configure after-ticket survey send via Support API.
3.8. Freshdesk
- Feature/Setting: Automations — after support ticket closure, automate survey email via Freshdesk API.
3.9. WhatsApp Business API
- Feature/Setting: Automated message template for surveys sent via POST /messages endpoint.
3.10. Typeform
- Feature/Setting: Webhooks/API — automate form distribution; configure “Thank You” automated emails post-completion.
3.11. Salesforce
- Feature/Setting: Process Builder automation after task completion, trigger survey email/SMS via Email/SMS integration APIs.
3.12. ActiveCampaign
- Feature/Setting: Automations — create workflow that automates email survey distribution post-service trigger.
3.13. HubSpot
- Feature/Setting: Workflows — automate survey sends using property-driven triggers and Survey API integration.
3.14. Zoho CRM
- Feature/Setting: Workflow Automation — trigger survey email after Contact/Lead closed, using Zoho Survey integration.
3.15. Genesys Cloud
- Feature/Setting: Architect flows — automate post-call survey invitations via SMS/voice/IVR; configure callbacks to store responses.
3.16. Amazon SES
- Feature/Setting: SendRawEmail API — automate mailing survey links in transactional emails.
3.17. Slack
- Feature/Setting: Bots/App integrations — automate DM surveys to users; configure responses to report in specific channels.
3.18. Aircall
- Feature/Setting: Call-end webhook automates survey SMS/email via integration with external survey tools.
3.19. Intercom
- Feature/Setting: Automated chatbots — automate survey distribution in-app or via email post-customer interaction.
3.20. Pabbly Connect
- Feature/Setting: Workflow automation — connect triggers (e.g., Google Sheets entry) to automated survey distribution via supported channels.
Benefits
4.2. Streamlines customer satisfaction measurement with centralized, automated dashboards.
4.3. Automator increases response rates via multi-channel automated outreach.
4.4. Automating issue flagging enables rapid response to unresolved complaints.
4.5. Automation ensures consistent customer engagement while reducing operational costs and errors.