Marketing and Customer Engagement AutomationsPurpose
1.2. Identify promoters, passives, and detractors to inform marketing, customer service improvements, and retention strategies.
1.3. Automate survey dispatch, reminder management, response aggregation, and reporting for efficient Net Promoter Score (NPS) management.
1.4. Enable segmentation and follow-up actions based on NPS scores (e.g., personalized offers to promoters, recovery workflows for detractors).
Trigger Conditions
2.2. After customer service interaction (e.g., support ticket resolution).
2.3. Post-loyalty program interaction or milestone event (join anniversary, points redemption).
2.4. Scheduled interval post-visit (e.g., 3 days after receipt issuance).
Platform Variants
• Feature/Setting: Programmable Messaging API; configure webhook to auto-send SMS NPS survey on trigger.
3.2. SendGrid
• Feature/Setting: Marketing Campaigns API; set automation to email NPS survey with contact merge fields.
3.3. Qualtrics
• Feature/Setting: XM Directory + Survey Distribution; configure automated transaction-triggered email survey distributions.
3.4. SurveyMonkey
• Feature/Setting: Collect Responses API; automate survey link distribution via email/SMS integration.
3.5. HubSpot
• Feature/Setting: Workflows + Feedback Surveys; trigger surveys after deals close, sync responses to contacts.
3.6. Salesforce Marketing Cloud
• Feature/Setting: Journey Builder + Survey Integration; launch NPS surveys post-purchase via email or SMS step.
3.7. Zendesk
• Feature/Setting: Triggers + Satisfaction Surveys API; send NPS surveys upon ticket closure.
3.8. Mailchimp
• Feature/Setting: Customer Journeys + Survey Content Blocks; auto-send NPS emails after campaign milestones.
3.9. Google Forms
• Feature/Setting: Forms API via Google Apps Script; trigger form invitation delivery upon event in Sheets/Drive.
3.10. ActiveCampaign
• Feature/Setting: Automations + CX App Integration; launch survey sequence based on completed activity.
3.11. Freshdesk
• Feature/Setting: Automation Rules + CSAT/NPS Survey Module; distribute NPS invites on ticket status change.
3.12. Typeform
• Feature/Setting: Webhooks + Email Notification; send personalized NPS surveys automatically post-transaction.
3.13. Intercom
• Feature/Setting: Series Automations + Surveys Tool; trigger in-app or email NPS request on action.
3.14. Klaviyo
• Feature/Setting: Flows + NPS Survey Integration with custom variables; send after order fulfillment.
3.15. Slack
• Feature/Setting: Incoming Webhook to specific channel; push internal NPS results summary for real-time alerts.
3.16. Zoho Survey
• Feature/Setting: Triggers + Zoho CRM Integration; auto-send NPS surveys linked to CRM events.
3.17. Microsoft Power Automate
• Feature/Setting: Prebuilt survey connector; automate Teams/Outlook NPS survey distribution post-event.
3.18. Apple Business Chat
• Feature/Setting: Business Chat API + survey link drop; trigger NPS request after online order delivery.
3.19. Facebook Messenger
• Feature/Setting: Messenger API with bots; send interactive NPS survey after transaction.
3.20. WhatsApp Business API
• Feature/Setting: Template Message + onboarding for survey invites; dispatch NPS query post-purchase.
Benefits
4.2. Reduces manual effort and survey fatigue through timely automation.
4.3. Enables swift response to negative feedback and rewards promoters.
4.4. Integrates with marketing, CRM, and analytics stacks for holistic customer engagement.
4.5. Enhances retention, loyalty, and customer lifetime value.