Customer Support & Feedback AutomationPurpose
1.2. Reduce manual effort in managing feedback-based incentives, eliminate missed reward opportunities, and drive recurring visits in a pet-friendly café.
1.3. Increase real-time customer engagement by integrating feedback channels (email, SMS, social, web) with reward distribution systems, logging every interaction and fulfillment for compliance and analytics.
1.4. Provide a seamless omnichannel experience, ensuring feedback is processed, categorized, and rewarded regardless of the communication method used.
Trigger Conditions
2.2. Customer rating above/below configurable threshold (e.g. ≥4 stars: reward X, <4 stars: prompt follow-up).
2.3. Receipt of customer comment containing specified keywords (“pet friendly”, “service”, “coffee”, etc.).
2.4. Time-based triggers (e.g., after visit, week/month later for repeat feedback).
2.5. Validation of customer identity through loyalty/member database or point-of-sale completion.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Programmable SMS API — trigger survey request post-visit, parse replies, auto-send coupon code (e.g., trigger: “Survey completed”; action: Send SMS reward with code).
3.2. SendGrid
• Feature/Setting: Marketing Campaigns API — dispatch feedback surveys by email after transaction, auto-segment responses, auto-email discount voucher.
3.3. Typeform
• Feature/Setting: Webhook & API — initiate on form submission, push feedback record, trigger reward automation workflow.
3.4. Google Forms
• Feature/Setting: App Script webhook — monitor form responses, execute script to check responses, email digital coupon via Gmail API.
3.5. Shopify
• Feature/Setting: Flow Automation — listen for order completion, email feedback link, create customer tag on reward issue.
3.6. Square POS
• Feature/Setting: Customer Feedback API — capture feedback post-payment, API call to reward module, log to CRM.
3.7. Salesforce
• Feature/Setting: Surveys & Flow Builder — assign post-visit survey, use Process Builder to issue reward when feedback meets criteria.
3.8. HubSpot
• Feature/Setting: Feedback Surveys & Workflows — send satisfaction surveys, automate reward task for qualifying responses.
3.9. Zoho CRM
• Feature/Setting: Survey Integration — trigger reward email when survey response captured, auto-log reward in contact record.
3.10. Mailchimp
• Feature/Setting: Automation Journeys — post-visit feedback request, issue coupon code as journey step for high score.
3.11. Slack
• Feature/Setting: Incoming Webhooks — notify internal team of feedback received, slash command to manually issue reward when auto-rule not met.
3.12. Facebook Messenger
• Feature/Setting: Messenger API — deliver feedback survey, auto-send thank you + reward message for qualifying responses.
3.13. WhatsApp Business
• Feature/Setting: Business API — broadcast feedback requests, auto-reply with digital coupon for positive feedback.
3.14. Microsoft Power Automate
• Feature/Setting: Automated workflow — monitor feedback entries (e.g., SharePoint, Forms), trigger Outlook reward email.
3.15. Zapier
• Feature/Setting: Multi-app workflow — feedback trigger from form/POS, issue reward SMS or email, update spreadsheet log.
3.16. Klaviyo
• Feature/Setting: Flow Trigger — feedback rating completion fires incentive email to customer.
3.17. LoyaltyLion
• Feature/Setting: Event rule — on feedback submission, allocate points or voucher per feedback quality metric.
3.18. SurveyMonkey
• Feature/Setting: Webhook integration — check responses, auto-email voucher or synchronize with loyalty app.
3.19. Intercom
• Feature/Setting: Custom Bots — prompt customer for feedback post-interaction, issue coupon via Messenger on approval.
3.20. AirTable
• Feature/Setting: Script/Automation — log feedback, trigger reward row creation, sync reward with customer record.
3.21. Smartsheet
• Feature/Setting: Automated Workflow — monitor sheet for feedback updates, send reward email task to customer upon satisfaction threshold met.
3.22. Freshdesk
• Feature/Setting: Feedback ticket event — open feedback ticket, trigger external script for reward distribution, close ticket upon successful delivery.
Benefits
4.2. Eliminates manual reward determination and issuance, reducing staff workload.
4.3. Provides real-time analytics on feedback and reward success.
4.4. Guarantees consistent, fair reward policies across all customer segments and channels.
4.5. Strengthens customer loyalty, retention, and brand reputation for pet-friendly, service-oriented cafés.