Reputation & Customer FeedbackPurpose
1.2. Automate identifying, contacting, and following up with top customers at optimal post-visit intervals for maximum response.
1.3. Streamline testimonial collection, manage feedback, and automate publishing positive reviews to public channels.
1.4. Enable multi-channel, automated requests across email, SMS, WhatsApp, and social media direct messaging.
1.5. Store and categorize received testimonials for automated internal reporting and marketing use.
Trigger Conditions
2.2. Customer flagged as a “top customer” by spend frequency, recency, or VIP status—automation to dynamically identify.
2.3. Automated timer: e.g., 24 hours after visit, request is triggered unless opted out.
2.4. Automatedly triggered by manual staff tag in CRM or automated workflow marking “experience positive.”
2.5. Triggered on data received from integrated hospitality platforms, e.g., OpenTable reservation completion.
Platform Variants
• Feature/Setting: Automate sending SMS testimonial requests.
• Sample: Configure SMS API to trigger on “Top Customer” event with custom text and review link.
3.2. SendGrid
• Feature/Setting: Automated email campaign for testimonial solicitation.
• Sample: Use Marketing Campaigns API triggered by loyalty event, with dynamic restaurant branding.
3.3. Mailchimp
• Feature/Setting: Automated journeys to segment VIP diners and request testimonials by email.
• Sample: Configure workflow with “VIP” tag event trigger and feedback link.
3.4. HubSpot CRM
• Feature/Setting: Automator for emailing/sending in-app testimonial requests based on contact score.
• Sample: Use workflow automation upon “closed meal” property and filter by satisfaction score.
3.5. Salesforce
• Feature/Setting: Automate testimonial requests via Salesforce Flow and process builder.
• Sample: Workflow triggers email or SMS via integrated service when customer NPS >8.
3.6. WhatsApp Business API
• Feature/Setting: Automated template message for testimonial request post-dining.
• Sample: Configure API to send when CRM flags as “top customer.”
3.7. Zapier
• Feature/Setting: Automatedly connects trigger event sources (POS, CRM) to messaging platforms.
• Sample: “Meal Completed” in POS triggers WhatsApp/SMS/email via Zap.
3.8. ActiveCampaign
• Feature/Setting: Automated sequence to top segment, requesting feedback and follow-ups.
• Sample: Email automation flow triggers testimonial form landing page.
3.9. Intercom
• Feature/Setting: In-app and email outbound automation for customer feedback and testimonials.
• Sample: Send message upon completion of reservation in guest profile segment.
3.10. Google Sheets (via API)
• Feature/Setting: Record and track testimonial request status in automated sheet rows.
• Sample: API automator logs requests and responses, triggers reminders.
3.11. Airtable
• Feature/Setting: Automate database of top customers and testimonial status tracking.
• Sample: Automation triggers follow-up email/SMS if no testimonial received in set time.
3.12. Typeform
• Feature/Setting: Automate sending feedback/testimonial forms post-visit.
• Sample: API triggered by CRM event, auto-generates unique survey link.
3.13. SurveyMonkey
• Feature/Setting: Automatedly distribute testimonial surveys and reminders via email/SMS.
• Sample: Trigger after a successful reservation checkout via hospitality software integration.
3.14. Facebook Messenger API
• Feature/Setting: Automated direct messaging for testimonial solicitation post-visit.
• Sample: Message triggered by POS “VIP” purchase detection event.
3.15. Slack
• Feature/Setting: Internal alerts and automation for teams on collected testimonials.
• Sample: Webhook pushes new review alert to management channel.
3.16. Pipedrive
• Feature/Setting: Automatedly moves qualified contacts to “Testimonial Request” stage, launches email.
• Sample: Stage change in automated pipeline triggers API call.
3.17. Klaviyo
• Feature/Setting: Automatedly segments and messages high-value diners for testimonials.
• Sample: Trigger event—post-visit flow for feedback form.
3.18. Gmail API
• Feature/Setting: Personalized, automated testimonial request emails on schedule.
• Sample: API triggers email to top customer template post-visit.
3.19. Microsoft Power Automate
• Feature/Setting: Automator chain to connect reservation, CRM, messaging.
• Sample: Reservation closed triggers Teams/Outlook message for testimonial.
3.20. Constant Contact
• Feature/Setting: Automates survey delivery and collection for loyalty members.
• Sample: Campaign sequence initiates on meal completion event.
3.21. Yelp API
• Feature/Setting: Automated request for public review from satisfied customers.
• Sample: API sends “Please review us” link post positive feedback form.
3.22. Zendesk
• Feature/Setting: Automates feedback ticket or survey upon ticket close for dining experience.
• Sample: Workflow triggers follow-up testimonial email if CSAT >4.
3.23. Google Forms API
• Feature/Setting: Automated generation of feedback forms per triggered request.
• Sample: After meal, automate creation and send of personalized form link.
3.24. Monday.com
• Feature/Setting: Automates tracking and managing testimonial requests as tasks.
• Sample: Workflow automation updates record when testimonial received.
Benefits
4.2. Consistent, automated solicitation to maximize collection of positive testimonials from key customers.
4.3. Enables omnichannel, automatable engagement (email, SMS, apps) for higher response rates.
4.4. Automated segmentation ensures only VIP/highly satisfied customers are contacted, reducing review risk.
4.5. Centralized, automated tracking of request status, follow-ups, and testmonials for analytics and marketing.
4.6. Improves brand reputation through timely, automated publication and amplification of positive feedback.
4.7. Scalable automation for multi-location or franchise Nuevo Latino restaurant chains without added workload.