Feedback categorization and reporting

Purpose

 1.1. To collect, categorize, and report on customer feedback (positive, neutral, negative, suggestions, complaints) seamlessly from multiple sources in real-time for pet-friendly cafés.
 1.2. To consolidate feedback from chat, email, forms, and social media into structured categories.
 1.3. To generate actionable reports for staff, managers, and owners to improve café services, enhance animal welfare practices, and boost customer retention.
 1.4. To automate escalation of urgent or specific feedback types (health issues, animal mistreatment reports, etc.).
 1.5. To track recurring issues by feedback category and link to operational or product changes.

Trigger Conditions

 2.1. New feedback submission detected on a digital channel (email, web form, chat, or social media inbox).
 2.2. Keywords or sentiment matching set parameters (e.g., “sick,” “dirty,” “allergic reaction,” “amazing staff”).
 2.3. Time-based feedback review window reached (e.g., daily, hourly batch processing).
 2.4. Feedback with attachments (images or videos) submitted via forms or chat.

Platform Variants

 3.1. Zendesk
  • Feature/Setting: Ticket Creation API — configure webhooks to send all customer messages for categorization, set views for tags like “animal welfare.”

 3.2. Salesforce Service Cloud
  • Feature/Setting: Case Management — set up feedback case routing rules and email-to-case to capture all inbound feedback automatically.

 3.3. Twilio SMS
  • Feature/Setting: Incoming Messages Webhook — configure the webhook to trigger categorization and incident reporting workflows.

 3.4. HubSpot Service Hub
  • Feature/Setting: Conversations Inbox API — integrate to collect feedback via chatbots, forms, and email.

 3.5. Freshdesk
  • Feature/Setting: Feedback Ticket API — route all customer feedback tickets into predetermined categories with automation rules.

 3.6. Google Forms
  • Feature/Setting: Form Response API — automatic trigger on new form submission for categorization and reporting workflows.

 3.7. Typeform
  • Feature/Setting: Webhook Notifications — push new feedback responses for automated sentiment tagging and report generation.

 3.8. Intercom
  • Feature/Setting: Conversations API — real-time monitoring of chat feedback, trigger categorization flows.

 3.9. Facebook Messenger
  • Feature/Setting: Messenger Webhooks — process customer messages for categorization and escalation workflows.

 3.10. Slack
  • Feature/Setting: Incoming Webhooks & Events API — monitor #feedback and #customer-support channels, trigger categorization on new feedback posts.

 3.11. Microsoft Teams
  • Feature/Setting: Activity Feed API — automate categorization of feedback posted in Teams channels.

 3.12. AirTable
  • Feature/Setting: New Record Webhook — add feedback responses as new records, trigger categorization scripts.

 3.13. Notion
  • Feature/Setting: Database API — automate feedback entry categorization and link to reporting dashboards.

 3.14. Monday.com
  • Feature/Setting: Forms + Integration Recipes — trigger automated categorization and task assignment for feedback.

 3.15. Asana
  • Feature/Setting: Webhook API — automate feedback collection and real-time categorization in dedicated feedback projects.

 3.16. SurveyMonkey
  • Feature/Setting: Survey Response Webhook — automatically fetch and categorize feedback from new survey responses.

 3.17. Google Sheets
  • Feature/Setting: Google Sheets API — monitor new row addition for feedback capture and trigger further automation steps.

 3.18. Gmail
  • Feature/Setting: Gmail API — auto-label and forward specific feedback emails for centralized categorization.

 3.19. Outlook
  • Feature/Setting: Microsoft Graph API — automate feedback email sorting and trigger categorization jobs.

 3.20. Zoho Desk
  • Feature/Setting: Tickets API — capture and categorize all customer feedback via web and email tickets.

 3.21. Sprout Social
  • Feature/Setting: Message API — aggregate and categorize social feedback (Instagram/Facebook/Twitter) for reporting.

 3.22. Instagram DMs
  • Feature/Setting: Messenger API for Instagram — monitor DMs for keyword triggers and route to feedback reporting.

Benefits

 4.1. Automated collection and categorization eliminates manual sorting.
 4.2. Faster response to customer concerns and escalations.
 4.3. Centralized, real-time reporting visible to key stakeholders.
 4.4. Consistent monitoring of feedback trends for strategic improvements.
 4.5. Improved compliance and tracking around sensitive or urgent issues (e.g., animal welfare).
 4.6. Enhanced staff accountability and follow-up.
 4.7. Data-driven decisions on service and operational improvements.