Customer Support & ServicePurpose
1.2. Automatedly collect actionable insights to improve service, product offerings, and overall customer experience.
1.3. Automates dissemination of surveys using diverse communication channels (email, SMS, in-app, etc.) to maximize response rates.
1.4. Enables segmentation and automatable follow-up based on satisfaction score or feedback contents.
1.5. Automates analytics dashboard population for continuous improvement initiatives and KPI benchmarking.
Trigger Conditions
2.2. Completion of online or in-store purchase (POS integration).
2.3. Post-chat session via website or mobile app support.
2.4. End of a phone support call (via voice system log).
2.5. Scheduled follow-up based on previous unresolved issues or feedback loop.
Platform Variants
• Feature/Setting: Automate SMS survey delivery using Twilio Programmable Messaging API (POST to /Messages resource).
3.2. SendGrid
• Feature/Setting: Automate survey email sending via SendGrid Mail Send API (v3/mail/send endpoint).
3.3. Salesforce
• Feature/Setting: Automate survey creation with Salesforce Survey API; trigger via Process Builder on Case Close.
3.4. HubSpot
• Feature/Setting: Automate post-interaction emails with HubSpot Workflows; use Service Ticket Closed trigger.
3.5. Mailchimp
• Feature/Setting: Automate survey campaign via Campaigns API; dynamic audience segmentation on send.
3.6. Zendesk
• Feature/Setting: Automate survey sending using Zendesk Triggers and Satisfaction Ratings API.
3.7. SurveyMonkey
• Feature/Setting: Automate survey distribution via SurveyMonkey API's /collectors endpoint after support event.
3.8. Google Forms
• Feature/Setting: Automate Google Form link sharing via GMail API or Google Chat API upon trigger.
3.9. Typeform
• Feature/Setting: Automate survey invitation with Typeform Responses API and webhook integration.
3.10. Freshdesk
• Feature/Setting: Automate survey dispatch using Freshdesk Automation rules and Satisfaction Survey API.
3.11. Intercom
• Feature/Setting: Automate in-app surveys or message follow-ups via Intercom Conversations API and webhooks.
3.12. ActiveCampaign
• Feature/Setting: Automate survey email sequence via Automations; trigger by contact update or deal stage.
3.13. Slack
• Feature/Setting: Automate internal survey feedback via Slack API chat.postMessage on ticket resolution.
3.14. WhatsApp Business API
• Feature/Setting: Automate customer survey distribution as template messages via /messages endpoint.
3.15. Microsoft Teams
• Feature/Setting: Automate in-chat polls via Microsoft Graph API and webhook on support closure.
3.16. Zoho CRM
• Feature/Setting: Automate survey workflow via Zoho CRM Automation (Blueprint/Workflow Rules) and Zoho Survey API.
3.17. Klaviyo
• Feature/Setting: Automate personalized post-purchase surveys via Klaviyo Flows triggered by order events.
3.18. Pipedrive
• Feature/Setting: Automate survey follow-up with Pipedrive Workflow Automation and third-party survey platform integration.
3.19. Facebook Messenger
• Feature/Setting: Automate chatbot-driven survey using Messenger Send API (messages endpoint) post-chat.
3.20. Shopify
• Feature/Setting: Automate survey delivery via Shopify Flow automation app and integration with email/survey apps.
3.21. Microsoft Power Automate
• Feature/Setting: Automate survey link delivery via Teams, Outlook, or SMS upon support action.
3.22. Jira Service Management
• Feature/Setting: Automate CSAT survey issue creation/notification using Jira Automation rules and webhook triggers.
Benefits
4.2. Ensures automated and unbiased customer data to refine service operations.
4.3. Automating follow-ups maximizes survey response rates and actionable input.
4.4. Reduces time-to-insight via automated dashboard and analytics population.
4.5. Automates segmentation and targeted retention/offers based on real feedback.
4.6. Scales with business growth — automation adapts without need to add manual labor.
4.7. Automated audit trails for compliance and quality assurance in customer service.