Sales and Customer Experience AutomationsPurpose
1.2. Enable targeted outreach for reputation management, NPS scoring, and real-time issue recovery.
1.3. Aggregate feedback for analytics, trigger satisfaction-based campaigns, and support regulatory compliance with transparent customer communication.
1.4. Reduce manual intervention in post-purchase engagement, ensuring scale and consistency across all customer touchpoints.
Trigger Conditions
2.2. Order fulfillment or pickup confirmation (physical or digital goods).
2.3. Lapse of configurable period post-delivery (e.g., 24 hours after grocery delivery confirmation).
2.4. Absence of refund or complaint initiated within a set window.
Platform Variants
3.1. Twilio SMS
• Feature: SMS Messaging API – Send personalized SMS feedback requests post-purchase.
• Sample Config: Configure webhook to trigger POST /Messages endpoint with order data.
3.2. SendGrid
• Feature: Transactional Email API – Dispatch branded emails with embedded feedback forms.
• Sample Config: Link order confirmation event to /mail/send API call.
3.3. Mailchimp
• Feature: Customer Journey Automation – Initiate journeys on purchase tags for feedback request emails.
• Sample Config: Set up email triggers on “Completed Order” event.
3.4. ActiveCampaign
• Feature: Automations – Post-purchase automated feedback email/send SMS routine.
• Sample Config: Automation start trigger “Makes a purchase” → Send feedback email step.
3.5. HubSpot
• Feature: Workflows – Automatic survey email to recent buyers via Workflow tool.
• Sample Config: “Order Completed” property triggers “Send Survey” action.
3.6. Salesforce Marketing Cloud
• Feature: Journey Builder – Feedback survey messaging after transactional data event.
• Sample Config: “Order Complete” Data Extension triggers “Send Email Activity”.
3.7. Zendesk
• Feature: Customer Satisfaction Automation – Send CSAT surveys upon ticket or order closure.
• Sample Config: Set automation to send survey based on ticket solved status with purchase tag.
3.8. Google Forms
• Feature: Response Collection API – Link form distribution to post-order email automation.
• Sample Config: Embed Google Forms in email; send email via Gmail API on order completion.
3.9. Slack
• Feature: Incoming Webhooks – Notify managers on feedback submissions for real-time follow-up.
• Sample Config: Trigger webhook to #feedback channel after form submission.
3.10. Shopify
• Feature: Flow App – Configure automated email/SMS request after fulfillment event.
• Sample Config: “Order Fulfilled” triggers “Send Email/SMS” action.
3.11. Klaviyo
• Feature: Flows – Post-purchase flow with feedback prompt.
• Sample Config: Flow triggers on “Fulfilled Order” → dynamic feedback sequence.
3.12. SurveyMonkey
• Feature: API/Email Collector – Distribute surveys automatically on transaction events.
• Sample Config: Use collector URL in transactional email API.
3.13. Yotpo
• Feature: Review Requests – Trigger review requests post-fulfillment via platform integration.
• Sample Config: Configure trigger on order status update for automatic review invitation.
3.14. WhatsApp Business API
• Feature: Automated Message Templates – Send feedback request using session messages.
• Sample Config: Order status triggers template message via API endpoint.
3.15. Zoho CRM
• Feature: Workflow Rules – Email survey links post-purchase through automation.
• Sample Config: “Deal Won” triggers “Send Survey Email” action.
3.16. Typeform
• Feature: Webhooks/API – Send dynamic feedback requests via email/SMS including survey links.
• Sample Config: Trigger Typeform link email distribution webhook after each order.
3.17. Facebook Messenger API
• Feature: Automated messaging – Messenger sends feedback request after purchase confirmation.
• Sample Config: Trigger feedback sequence using Messenger Send API on event webhook.
3.18. Freshdesk
• Feature: Automation Rules – Send satisfaction survey post ticket closure linked to purchase ID.
• Sample Config: “Ticket Resolved” triggers “Send Feedback Survey”.
3.19. Google Sheets
• Feature: Sheets API – Log all feedback responses for analytics after feedback form submission.
• Sample Config: Push responses to new row using Apps Script on form submit.
3.20. Microsoft Power Automate
• Feature: Automated Cloud Flows – Integrate order events to trigger survey emails.
• Sample Config: “When an item is created in Orders” → “Send Email with Survey Link”.
Benefits
4.2. Enables data-driven improvements in service and inventory.
4.3. Supports quick issue recovery, enhancing brand reputation.
4.4. Unifies feedback across email, SMS, social, and chat, ensuring consistent experience.
4.5. Minimizes human error and enables granular segmentation for targeted responses.
4.6. Frees up staff to focus on in-person service and operational excellence.