Voice of the customer analysis workflow

Purpose

1.1. Capture and analyze customer feedback from multiple channels (calls, social, webforms) specific to animal cafes to optimize customer experience, service offerings, and resolve support issues rapidly.
1.2. Aggregate unstructured feedback data, perform sentiment and intent analysis, trigger support or management responses, and generate insights for continuous improvement specific to pet-friendly café environments.

Trigger Conditions

2.1. New feedback submission via website, mobile app, or feedback kiosk.
2.2. Customer call or voicemail received on support hotline.
2.3. Social media mention, comment, or direct message referencing the animal cafe.
2.4. Email feedback sent to dedicated customer support address.
2.5. Online review posted on public review platforms (Google, Yelp, TripAdvisor, etc.).

Platform Variants

3.1. Twilio Voice
• Feature: Capture and transcribe incoming customer calls.
• Setting: Configure Speech Recognition Webhook, direct transcript to feedback analysis endpoint.
3.2. Google Cloud Speech-to-Text
• Feature: Voice transcription for recorded feedback.
• Setting: Enable synchronous recognition, configure with call audio input.
3.3. Zendesk
• Feature: Aggregate and manage email or form-based customer feedback.
• Setting: Create trigger to tag and forward new tickets labeled “feedback.”
3.4. Intercom
• Feature: In-app feedback widget.
• Setting: Auto-send new feedback as webhook events for further processing.
3.5. Meta Graph API (Facebook/Instagram)
• Feature: Retrieve comments and DMs mentioning the animal cafe.
• Setting: Monitor with /comments and /conversations endpoints, track keyword triggers.
3.6. Twitter/X API
• Feature: Real-time search for brand or location mentions.
• Setting: Enable filtered stream with keywords and location geotag.
3.7. Yelp Fusion API
• Feature: Pull new public reviews programmatically.
• Setting: Configure business ID and daily review polling.
3.8. Google My Business API
• Feature: Retrieve new Google reviews and ratings.
• Setting: Poll locations.list and reviews.list endpoints for updates.
3.9. Microsoft Azure Text Analytics
• Feature: Perform sentiment and key-phrase analysis.
• Setting: Connect with /text/analytics/v3.0/sentiment and keyPhraseExtraction.
3.10. AWS Comprehend
• Feature: Sentiment, entity, and topic extraction from incoming text.
• Setting: Use DetectSentiment and DetectEntities APIs.
3.11. Slack
• Feature: Internal staff can forward chat-based customer feedback.
• Setting: Listen to message events with app mention trigger.
3.12. Typeform
• Feature: Collect structured and qualitative feedback through forms.
• Setting: Set webhook on responses.complete event.
3.13. HubSpot
• Feature: Centralize feedback from website chat and emails.
• Setting: Forward incoming feedback to workflow or contact timeline.
3.14. SurveyMonkey API
• Feature: Survey distribution and feedback retrieval.
• Setting: Poll responses endpoint with custom survey ID.
3.15. Freshdesk
• Feature: Omnichannel feedback ticketing.
• Setting: Auto-route new tickets tagged as “customer voice.”
3.16. Zendesk Sunshine
• Feature: Unified user record enrichment with feedback events.
• Setting: Push custom events to user profile.
3.17. Notion API
• Feature: Aggregate and display ongoing feedback summaries for staff review.
• Setting: Append analyzed feedback to central feedback database.
3.18. Tableau API
• Feature: Visualize trends in customer sentiment and feedback frequency.
• Setting: Upload structured data for dashboarding.
3.19. Airtable
• Feature: Structured feedback log and status tracking.
• Setting: Insert parsed feedback entries, use automations for follow-ups.
3.20. Trello
• Feature: Surface actionable feedback as cards for staff action.
• Setting: Auto-create card in “Customer Feedback” list on trigger.

Benefits

4.1. 24/7 unified feedback collection across all customer contact points.
4.2. Instant sentiment analysis allows rapid identification of negative experiences.
4.3. AI-based insights drive continuous menu, space, and service improvements.
4.4. Supports rapid escalation of animal health/safety or staff-related concerns.
4.5. Enhances transparency by generating weekly feedback reports for management.
4.6. Reduces manual data entry and response lag, improving customer loyalty.
4.7. Enables tailored offers and outreach to increase repeat visits from pet owners.
4.8. Consolidates all feedback into actionable tickets for staff workflow automation.