Customer Support & FeedbackPurpose
1.2. Automate personalized feedback requests immediately following support resolution, enhancing engagement and accelerating actionable data gathering.
1.3. Enable automated escalation of negative feedback, reporting, and dashboard aggregation.
1.4. Support automating compliance by retaining communication records as mandated in utility regulations.
Trigger Conditions
2.2. Trigger upon agent marking interaction as completed or after defined inactivity period post-resolution.
2.3. Automator fetches relevant customer details and preferred contact channels.
2.4. Instantly trigger if automatic customer identification matches previous survey non-responders.
Platform Variants
3.1. Salesforce Service Cloud
• Feature/Setting: Process Builder/Flow Automation — configure "Case Close" event to trigger survey email via Salesforce Surveys API.
3.2. Zendesk
• Feature/Setting: Triggers — configure automated survey dispatch on ticket solved using Zendesk Satisfaction API.
3.3. Twilio SMS
• Feature/Setting: Programmable Messaging — send automated SMS with survey link using Message API on status change.
3.4. SendGrid
• Feature/Setting: Automated Email Campaigns — trigger transactional survey emails via SendGrid API after ticket closure event.
3.5. Freshdesk
• Feature/Setting: Automations — set event-based workflow for satisfaction survey using Freshdesk API webhooks.
3.6. Microsoft Dynamics 365 Customer Service
• Feature/Setting: Power Automate Flow — automate email or SMS survey using Microsoft Forms and Dynamics 365 connector.
3.7. SurveyMonkey
• Feature/Setting: Webhooks + Collector API — automatedly send survey links using integration triggers from support platform.
3.8. Google Forms
• Feature/Setting: Apps Script Triggers — automates sending Google Form links via email/scripts post-closure.
3.9. HubSpot Service Hub
• Feature/Setting: Workflow Automation — trigger NPS or CSAT survey emails using HubSpot Workflow on ticket close.
3.10. Typeform
• Feature/Setting: Webhooks — configure automated survey invitation sending via Typeform API post-support interaction.
3.11. Qualtrics
• Feature/Setting: Automated Email Triggers — schedule satisfaction survey delivery from Qualtrics API.
3.12. Zoho Desk
• Feature/Setting: Workflow Rules — automate survey email on ticket resolution using Zoho Desk Automation API.
3.13. Intercom
• Feature/Setting: Custom Bots/Outbound Messages — send CSAT survey via automation after close conversation event.
3.14. Mailgun
• Feature/Setting: API Messaging — automate transactional survey emails using Mailgun triggers.
3.15. Aircall
• Feature/Setting: Call Ended Webhook — initiate satisfaction survey SMS/email after support call ends.
3.16. Mailchimp
• Feature/Setting: Automated Email — configure post-support journey for survey emails using Mailchimp API.
3.17. Jotform
• Feature/Setting: API/Autoresponder — automatedly push survey to customers by email after support event closes.
3.18. WhatsApp Business API
• Feature/Setting: Automated Messaging — send survey via WhatsApp template immediately after support is resolved.
3.19. Genesys Cloud
• Feature/Setting: After Interaction Workflow — automate survey delivery using Genesys Cloud Architect Flows.
3.20. ServiceNow
• Feature/Setting: Flow Designer — trigger survey notifications on incident resolution using ServiceNow API.
Benefits
4.2. Increases response rates with multi-channel, automated survey delivery.
4.3. Frees agent time by eliminating manual survey dispatch.
4.4. Enables automated alerting and escalation for critical feedback.
4.5. Supports continuous improvement through reliable, automatable data streams.
4.6. Reinforces regulatory compliance via audit-proof automation of feedback loops.
4.7. Elevates customer experience with seamless, personalized satisfaction survey automation.