Customer Support & ServicePurpose
1.2. Enhance customer experience by collecting actionable feedback in an automated, timely manner.
1.3. Use automation to streamline gathering of insights for service improvement, regulatory requirements, and SLA monitoring.
1.4. Automate escalation or flagging of negative survey responses for rapid follow-up by support teams.
1.5. Ensure all service closure events trigger a repeatable automated feedback cycle, reducing manual intervention.
Trigger Conditions
2.2. Automated update received from technician field mobile app marking job as complete.
2.3. Contracted service milestones reached, automatically scheduled by ERP or project management platform.
2.4. Time-based triggers post-service delivery (e.g., 24 hours after resolution).
Platform Variants
• Feature/Setting: SMS API; automate sending of survey messages upon trigger by configuring messaging webhooks and templates.
3.2. SendGrid
• Feature/Setting: Mail Send API; automate personalized email survey dispatch upon event from service database or webhook.
3.3. Salesforce
• Feature/Setting: Process Builder/Flow; configure automated email or SMS survey delivery after service case closure using flows.
3.4. HubSpot
• Feature/Setting: Workflow Automation; automate survey send via integrated forms or email tools post ticket closure.
3.5. Zoho CRM
• Feature/Setting: Workflow Rules & Deluge Script; automates survey link emailing following a status change.
3.6. Microsoft Power Automate
• Feature/Setting: Scheduled Flow/Trigger; automate follow-up survey through Outlook or Teams messages.
3.7. Google Workspace
• Feature/Setting: Apps Script with Gmail & Forms APIs; automates survey dispatch and response tracking.
3.8. Intercom
• Feature/Setting: Custom Bots & Post-Resolution Messages; automates in-app or email survey after support closure.
3.9. Slack
• Feature/Setting: Workflow Builder; automate direct survey messaging in Slack channels linked to service events.
3.10. Mailchimp
• Feature/Setting: Customer Journey Automation; send survey emails triggered by service follow-up tag.
3.11. SurveyMonkey
• Feature/Setting: Webhooks & API; automate survey delivery linked to external system triggers.
3.12. Typeform
• Feature/Setting: Webhook-Triggered Forms; automate customized survey forms sent via automation script.
3.13. Freshdesk
• Feature/Setting: Automations (“Dispatch’r” rules); automate survey link when ticket is resolved.
3.14. Zendesk
• Feature/Setting: Trigger Automation; automatically send post-resolution survey via email or SMS.
3.15. Pipedrive
• Feature/Setting: Workflow Automation; automate survey outreach after deal/service completion.
3.16. Oracle Service Cloud
• Feature/Setting: Business Rules; automate targeted survey invitations based on incident closures.
3.17. SAP Service Cloud
• Feature/Setting: Workflow Rules; automate survey forms linked to service event endpoints.
3.18. Monday.com
• Feature/Setting: Automations Center; schedule automated survey tasks based on board updates.
3.19. Jira Service Management
• Feature/Setting: Automation Rules; dispatch surveys following issue resolution with API calls.
3.20. ActiveCampaign
• Feature/Setting: CX Automation; automate survey sequence via email or SMS post-interaction.
3.21. Qualtrics
• Feature/Setting: API Integration; automate survey distribution based on external triggers from support system.
3.22. Trello
• Feature/Setting: Butler Automation; trigger automated survey message with card move or label.
Benefits
4.2. Ensures automation of follow-ups, making the customer support process more efficient and error-free.
4.3. Automating negative feedback alerts enables rapid, automated escalations for dissatisfied customers.
4.4. Automation reduces staff workload and ensures survey engagement is consistent.
4.5. Improved, automated data aggregation for continuous service improvement and compliance reporting.
4.6. Seamless integration ensures all steps are automatable, creating a frictionless, automated loop between service delivery and customer feedback.