Aggregation of customer feedback analytics

Purpose

1. Aggregates and analyzes multi-channel customer feedback for appliance customer service to uncover actionable insights.

2. Aims to identify trends, improve support processes, drive product enhancements, and power data-driven decision-making.

3. Enables continuous monitoring of brand reputation, customer sentiment, and support quality across all touchpoints.

4. Centralizes feedback from surveys, social media, review platforms, support tickets, and direct communications.

Trigger Conditions

1. Incoming survey results, review posts, social media mentions, or support ticket closure.

2. Scheduled time-based aggregations (e.g., daily, weekly, monthly).

3. Threshold event (e.g., negative sentiment score crosses defined value).

Platform Variants

1. Salesforce Service Cloud

• Feature/Setting: Case Closed webhook → Reports API; auto-extract feedback upon case resolution.
  

2. Zendesk

• Feature/Setting: Ticket Event Triggers + Satisfaction Survey API; fetch feedback on ticket solved.
  

3. SurveyMonkey

• Feature/Setting: Webhooks → Survey Response Received; pull new feedback instantly.
  

4. Google Forms

• Feature/Setting: Google Sheets API; trigger on new row added with feedback data.
  

5. Trustpilot

• Feature/Setting: Reviews API; auto-pull new public reviews in real time.
  

6. Yotpo

• Feature/Setting: Reviews Webhook + API; aggregate new appliance reviews as they're published.
  

7. Twitter/X

• Feature/Setting: Search Tweets API; poll for brand mentions or hashtags.
  

8. Facebook

• Feature/Setting: Graph API for Page Reviews/Comments; monitor and ingest new feedback.
  

9. Instagram

• Feature/Setting: Hashtag Search via Graph API; fetch and analyze mentions/replies.
  

10. Google My Business

• Feature/Setting: Locations Reviews API; ingest new location-specific customer reviews.
  

11. Microsoft Outlook

• Feature/Setting: Graph API; trigger on new email to [email protected].
  

12. HubSpot Service Hub

• Feature/Setting: Conversations API; extract feedback from post-support surveys.
  

13. Intercom

• Feature/Setting: Webhooks for Conversation Closed + Customer Satisfaction Score; gather new responses.
  

14. Freshdesk

• Feature/Setting: Webhooks Trigger + Feedback API; extract survey responses at ticket close.
  

15. Typeform

• Feature/Setting: Responses Webhook; real-time capture of completed feedback forms.
  

16. Google Sheets

• Feature/Setting: Sheets API; monitor new row additions for manual or funneled feedback entries.
  

17. Slack

• Feature/Setting: Events API; capture user feedback submissions posted to #feedback channel.
  

18. Qualtrics

• Feature/Setting: Response Export API/Webhook; pull latest survey answers.
  

19. Mailchimp

• Feature/Setting: Survey Response Webhook/Reports API; retrieve responses to automated feedback emails.
  

20. Jira Service Management

• Feature/Setting: Issue Transition Webhook + Satisfaction API; aggregate feedback at support completion.
  

21. WhatsApp Business API

• Feature/Setting: Webhook on new inbound feedback message; parse and dispatch for analysis.
  

Benefits

1. Reduces manual feedback consolidation; error-free, fast aggregation.

2. Unifies fragmented data across diverse channels for holistic insight.

3. Enables proactive support improvement and rapid escalation of emerging trends.

4. Fuels analytics dashboards and auto-generated reports for management and QA.

5. Automates root cause analysis and targeted follow-up actions.

6. Increases customer satisfaction by enabling real-time, actionable intelligence.