Post-support feedback requests

Purpose

1.1. Collect customer feedback after support interactions to assess service quality and identify improvement areas.
1.2. Automate the process for timely and consistent post-support feedback requests via SMS, email, chat, or call.
1.3. Streamline feedback data aggregation directly into review dashboards or CRM for analytics.
1.4. Enhance customer retention by showing commitment to continuous improvement.
1.5. Reduce manual workload for support staff, ensuring no follow-up opportunities are missed.

Trigger Conditions

2.1. Support ticket status changes to closed or resolved.
2.2. Completion of a phone/chat/email support session.
2.3. Time delay after the last interaction (e.g., 30 minutes/1 hour).
2.4. Manual trigger by support agents upon positive customer interaction.
2.5. Customer self-resolves via a knowledge base and signals closure.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Configure SMS API to send feedback forms when a support case closes.
3.2. SendGrid
• Feature/Setting: Use "Mail Send" API to deliver personalized feedback emails post-support.
3.3. Zendesk Support
• Feature/Setting: Automate "Trigger" to dispatch survey when ticket status = "solved."
3.4. Freshdesk
• Feature/Setting: Use "Automations" to email feedback links after ticket closure.
3.5. HubSpot Service Hub
• Feature/Setting: Set "Workflows" to send customer satisfaction surveys automatically.
3.6. Intercom
• Feature/Setting: Deploy "Custom Bot" to prompt feedback in live chat after issue resolution.
3.7. Microsoft Teams
• Feature/Setting: Send adaptive card surveys via webhook on ticket completion.
3.8. Slack
• Feature/Setting: Trigger direct survey links using the Slack API "chat.postMessage."
3.9. Google Forms
• Feature/Setting: Auto-send form invitations using Gmail API after support resolution.
3.10. SurveyMonkey
• Feature/Setting: Integrate via "Collectors" API to email surveys upon ticket closure.
3.11. Zoho Desk
• Feature/Setting: Enable "Automation Rules" to send feedback forms after support resolution.
3.12. Salesforce Service Cloud
• Feature/Setting: Configure "Process Builder" to dispatch satisfaction surveys post-case.
3.13. Mailchimp
• Feature/Setting: Use "Campaign Triggers" to send feedback requests after customer support events.
3.14. Typeform
• Feature/Setting: API integration to generate personalized feedback forms post-interaction.
3.15. WhatsApp Business API
• Feature/Setting: Send templated feedback request messages when support is finished.
3.16. Facebook Messenger
• Feature/Setting: Automated bot sequence triggers feedback survey link after chat session.
3.17. Help Scout
• Feature/Setting: Trigger "Workflows" to deliver feedback emails when a conversation closes.
3.18. Jotform
• Feature/Setting: Automated API-triggered dispatch of feedback forms post-support.
3.19. Pipedrive
• Feature/Setting: Set up workflow automation to email customers feedback surveys when deals/service tickets reach resolved status.
3.20. Aircall
• Feature/Setting: Use "API webhook" to send SMS/email survey after a call support session ends.
3.21. ActiveCampaign
• Feature/Setting: Automate “Automations” to solicit feedback via email when support cases are closed.
3.22. Google Chat
• Feature/Setting: Send survey links into chat threads using "Incoming Webhooks" upon support closure.

Benefits

4.1. Increases actionable feedback volume and data quality.
4.2. Immediate, timely insights captured close to the customer support experience.
4.3. Scalability to cover all support channels without added staff effort.
4.4. Enhances brand perception by demonstrating ongoing customer care.
4.5. Enables rapid detection of service gaps for process improvement.
4.6. Centralized data collection simplifies analytics and reporting.
4.7. Customizable contact timing/channel to maximize response rates.
4.8. Lowers operational cost associated with manual follow-ups.
4.9. Maintains consistent communication standards and messaging.
4.10. Reduces human error and ensures no post-support follow-ups are missed.