Support, Service & Community EngagementPurpose
1.2. Collect actionable insights for continuous improvement in support processes.
1.3. Enhance customer satisfaction by rapid issue resolution and transparency.
1.4. Drive positive community engagement and maintain a loyal customer base in the Aeromodel shop segment.
1.5. Automate post-interaction workflows, reducing manual follow-up for support teams.
Trigger Conditions
2.2. End of live chat session.
2.3. Completion of customer phone call.
2.4. Outgoing resolution email sent.
2.5. Customer marks conversation as resolved or rates a chat.
Platform Variants
3.1. Zendesk
• Feature/Setting: Webhooks; trigger on ticket closure, send customer email feedback survey.
• Configuration: Enable API trigger, map customer email and ticket ID fields.
3.2. Freshdesk
• Feature/Setting: Automations → Observer Rules; launch feedback workflow on ticket status change.
• Configuration: Observer event—"ticket resolved"; email webhook to feedback form.
3.3. Salesforce Service Cloud
• Feature/Setting: Process Builder; initiate post-interaction email using external REST API.
• Configuration: Trigger—Case Closed, call HTTP feedback service.
3.4. Intercom
• Feature/Setting: Custom Bots; send post-conversation survey via Messenger.
• Configuration: Automation rule—conversation closed, launch survey bot.
3.5. Twilio SMS
• Feature/Setting: Programmable Messaging API to send SMS feedback link or prompt.
• Configuration: Auto-SMS on call completion via voice endpoint webhook.
3.6. SendGrid
• Feature/Setting: Transactional Templates; email feedback survey to customer.
• Configuration: API call on ticket closed event, inject unique feedback link.
3.7. Typeform
• Feature/Setting: Hidden Fields API; personalize feedback surveys.
• Configuration: Populate with customer and interaction data, auto-send.
3.8. Mailgun
• Feature/Setting: API send; trigger feedback email campaigns post-interaction.
• Configuration: Use webhook from support to Mailgun endpoint.
3.9. Google Forms
• Feature/Setting: Prefilled Forms API; send link immediately after support resolution.
• Configuration: Prefill customer/contact fields from event data.
3.10. HubSpot Service Hub
• Feature/Setting: Workflow Automation; schedule survey emails after closed tickets.
• Configuration: Trigger—Ticket Stage changed, feedback workflow activated.
3.11. SurveyMonkey
• Feature/Setting: API Collector; create dynamic surveys per interaction.
• Configuration: Call collector API with customer data after support.
3.12. WhatsApp Business API
• Feature/Setting: Template Message; send feedback request via WhatsApp.
• Configuration: Trigger—support chat closed, automatic feedback template.
3.13. Microsoft Teams
• Feature/Setting: Adaptive Cards via Webhook; post survey in chat after IT support.
• Configuration: Message card pushed on ticket closure.
3.14. Slack
• Feature/Setting: Workflow Builder; DM customer with feedback form link.
• Configuration: Event—support DM ends, trigger workflow.
3.15. Zoho Desk
• Feature/Setting: Automated Workflow; post-ticket closure feedback mailer.
• Configuration: Workflow—Ticket Closed → HTTP Request to survey system.
3.16. Facebook Messenger
• Feature/Setting: Messenger Bots; automated feedback follow-up.
• Configuration: Post-chat bot asks for quick feedback.
3.17. Jira Service Management
• Feature/Setting: Automation Rules; survey trigger after issue resolve.
• Configuration: Rule—Issue transitioned to Done, send survey.
3.18. Aircall
• Feature/Setting: Call End Webhook; trigger SMS or email feedback link.
• Configuration: Use webhook to external feedback API.
3.19. Google Chat
• Feature/Setting: Webhook Cards; automated post-support feedback prompt.
• Configuration: Ticket closed triggers webhook to chat room.
3.20. Pipedrive
• Feature/Setting: Workflow Automation; feedback email on activity completion.
• Configuration: Activity marked as done, launch feedback email API.
Benefits
4.2. Immediate collection of customer sentiments for timely action.
4.3. Seamless integration with various customer touchpoints.
4.4. Customizable workflow aligns with unique aeromodelling support cases.
4.5. Enables data-driven support improvements for better customer retention.