Scheduling and dispatch of surveys to collect customer satisfaction data

Purpose

1.1. Automate scheduling and dispatch of customer satisfaction surveys after wrecker/towing service incidents.
1.2. Automates collection of real-time feedback, instantly quantifies the customer experience, and ensures continual service improvement.
1.3. Supports automated reporting to management and enables automation of follow-up workflows based on survey outcomes.
1.4. Enables automators to segment, analyze, and act on automatable engagement data for operational and marketing optimizations.

Trigger Conditions

2.1. Job completion in towing management system.
2.2. Customer contact status updated to ‘Serviced’ in CRM.
2.3. Payment confirmed; automate dispatch of survey within 12 hours.
2.4. Service dispatcher marks case as closed; automates immediate survey workflow.
2.5. Manual override by staff for special cases needing feedback.

Platform Variants

3.1 Twilio SMS
• Feature/Setting: Use Twilio Programmable SMS API; configure automation to trigger survey SMS to customer phone.
• Example: POST to /Messages with body containing survey link and recipient number.

3.2 SendGrid
• Feature/Setting: Leverage SendGrid Mail Send API; automate email-based surveys.
• Example: POST to /mail/send with dynamic template containing survey link.

3.3 SurveyMonkey
• Feature/Setting: Automated survey creation and dispatch using SurveyMonkey Webhooks.
• Example: Configure webhook to fire on CRM-job-close event and send survey invite.

3.4 Google Forms
• Feature/Setting: Use Google Forms API; automate survey link distribution via Gmail API.
• Example: Automator triggers Gmail draft with Form URL to customer post-service.

3.5 HubSpot
• Feature/Setting: Set up Workflow Automations; trigger survey emails after deal status moves to ‘Closed Won’.
• Example: Use Workflow action: “Send Survey Email” with embedded form.

3.6 Mailchimp
• Feature/Setting: Automate survey campaign sending using Automation Rules.
• Example: Build triggered automation with survey link for new CRM contacts.

3.7 Typeform
• Feature/Setting: Use Typeform Webhooks or API to automate unique survey URLs per contact.
• Example: Trigger form invitations when customer marked ‘Serviced’.

3.8 Zendesk
• Feature/Setting: Automated Ticket Solved triggers survey using Zendesk Automations.
• Example: Condition: Ticket Solved > Action: Send survey email.

3.9 Qualtrics
• Feature/Setting: Use Qualtrics Survey Distribution API; automate transaction-completion survey scheduling.
• Example: POST to /mailings endpoint with recipient’s details.

3.10 Salesforce
• Feature/Setting: Automate survey workflow in Process Builder or Flow Builder on case closure.
• Example: Flow triggers “Send Survey” action upon case status update.

3.11 Zoho CRM
• Feature/Setting: Employ Zoho CRM Automation Rules; send automated survey when service module updated.
• Example: Workflow: “On Record Update” > Action: “Send Survey via Email”.

3.12 Outlook 365
• Feature/Setting: Power Automate automation for sending Forms survey via Outlook after calendar event changes.
• Example: Trigger flow on calendar ‘Service Completed’ event.

3.13 ActiveCampaign
• Feature/Setting: Automate survey delivery via Email Automation; conditionally branch by contact tag.
• Example: “Add Tag: Service Complete” triggers “Send Survey” sequence.

3.14 Intercom
• Feature/Setting: Set up auto-messages in Intercom after support conversation ends.
• Example: Auto-message with CSAT survey dispatched.

3.15 Jotform
• Feature/Setting: Automate survey dispatch using Jotform API or Zapier; send post-service feedback forms.
• Example: API POST to create unique survey per dispatch event.

3.16 Airtable
• Feature/Setting: Automate workflow using Airtable Automations on new record creation in ‘Service Completed’ table.
• Example: Action: “Send Email with Survey Link”.

3.17 Slack
• Feature/Setting: Use Slack API or Workflow Builder to automate internal reminders to send survey links.
• Example: Action triggers bot message to staff post-service.

3.18 Freshdesk
• Feature/Setting: Automate feedback request on ticket resolution using Freshdesk Dispatch’r automation.
• Example: Ticket-resolved sends survey link email.

3.19 Pabbly Connect
• Feature/Setting: Automate survey dispatch between CRM and email/sms via Pabbly Connect Workflows.
• Example: CRM Event triggers automated chain for survey delivery.

3.20 Microsoft Teams
• Feature/Setting: Automate Teams Bot to notify internal channel or customer with survey after workflow status change.
• Example: Adaptive card survey message automatedly delivered post-service.

3.21 Constant Contact
• Feature/Setting: Automate follow-up survey campaigns; schedule based on list criteria.
• Example: Customer added to “Service Completed” list triggers survey email.

3.22 Monday.com
• Feature/Setting: Board automation for triggering survey actions when an item status changes.
• Example: Status “Done” sends automated survey notification.

3.23 Zapier
• Feature/Setting: Use multi-step Zaps to connect job completion with survey email/SMS delivery.
• Example: Automates CRM-trigger to Sendgrid/Twilio survey flow.

3.24 Lemlist
• Feature/Setting: Automated outbound survey campaign with merge fields for personalization.
• Example: New contact triggers drip survey email.

4. Benefits

4.1. Automated survey workflows guarantee timely feedback collection.
4.2. Consistently automates follow-up for higher response rates and CSAT insights.
4.3. Reduces manual intervention and error, maximizing operational efficiency.
4.4. Automating data aggregation provides actionable insights for continuous improvement.
4.5. Automation facilitates scalable, repeatable processes, enhancing customer engagement and retention.