Customer Support and CommunicationPurpose
1.2. Automatedly direct high-priority complaints to managers, trigger workflows for resolution, and track response times for compliance.
1.3. Automate the categorization, notification, and traceability of negative feedback to support continuous improvement and compliance.
Trigger Conditions
2.2. Automate trigger on keywords such as "angry," "unacceptable," or low ratings (1–2 stars) in feedback forms.
2.3. Escalation automator initiates if customer requests supervisor involvement or mentions regulatory complaint.
Platform Variants
• Feature/Setting: Automated SMS notification to escalations group; configure “Send Message” API with escalation text and mobile numbers.
3.2. SendGrid
• Feature/Setting: Automate email dispatch; use “Send Email” API with escalation templates to compliance and support leads.
3.3. Slack
• Feature/Setting: Automate channel alert via “chat.postMessage” API with structured escalation details to a dedicated #escalations channel.
3.4. Microsoft Teams
• Feature/Setting: Use “Create chatMessage” Graph API for automating escalation message to escalation response team.
3.5. ServiceNow
• Feature/Setting: Automate incident creation via “Table API: POST /now/table/incident” for urgent tickets with negative feedback tags.
3.6. Zendesk
• Feature/Setting: Apply automatable workflow rules and triggers so that high-priority negative tickets are assigned to senior agents automatically.
3.7. Freshdesk
• Feature/Setting: Automate ticket escalation using rule-based automation (Supervisor rules) when negative sentiment is detected.
3.8. Salesforce Service Cloud
• Feature/Setting: Automated case escalation rule that triggers on low CSAT or keywords in customer feedback.
3.9. HubSpot
• Feature/Setting: Use Workflow automation; trigger internal notification and task assignment when feedback is marked negative.
3.10. Intercom
• Feature/Setting: Auto-tag negative conversations and automate escalated follow-up by triggering “Send Team Notification.”
3.11. Genesys Cloud
• Feature/Setting: Automate escalation workflow with “Create Alert” API when customer interaction sentiment is negative.
3.12. Jira Service Management
• Feature/Setting: Automate issue creation and assignment using Automation Rules for cases matching negative feedback criteria.
3.13. Google Workspace (Gmail & Chat)
• Feature/Setting: Automate forwarding urgent emails and posting alerts in Google Chat spaces using Apps Script.
3.14. Outlook/Exchange
• Feature/Setting: Automate inbox rules to forward detected negative feedback to supervisors' inbox using email filter automation.
3.15. Monday.com
• Feature/Setting: Automate board update and escalate item status via Automation Recipes when escalation keywords detected.
3.16. Asana
• Feature/Setting: Automate task creation and tagging for negative feedback using “Rules” in projects related to customer service.
3.17. Notion
• Feature/Setting: Automate escalation note updates in feedback database using API integration upon detection triggers.
3.18. Trello
• Feature/Setting: Automate escalation card creation with Butler automation when new negative feedback is added.
3.19. Zoho Desk
• Feature/Setting: Automate escalation using Blueprint workflows for negative or escalated customer tickets.
3.20. Aircall
• Feature/Setting: Automate escalated call alerts with webhook integrations triggered by negative call outcome tags.
Benefits
4.2. Automating feedback analysis provides quicker analytics on complaint trends, informing product improvements.
4.3. Automation enables real-time alerts, drastically reducing resolution times and enhancing customer satisfaction.
4.4. Automator workflows maintain compliance and auditable logs on all escalated cases for regulatory and quality assurance.
4.5. Reduce staff workload by automating the initial triaging and prioritization of negative feedbacks.