Customer Support and CommunicationPurpose
1.2. Automating survey dispatch helps the business capture customer satisfaction data efficiently, identify service gaps, support QA audits, and drive operational improvements based on real-time feedback metrics.
1.3. Supports the customer support and communication workflow by triggering surveys automatically after resolution events, personalizing outreach, and increasing survey completion rates through timely, multi-channel distribution.
Trigger Conditions
2.2. Automator listens for specific status changes in helpdesk or support platforms such as “resolved”, “closed”, or “completed”.
2.3. Triggers can also be set for elapsed time after last support interaction, e.g., 5 minutes or 24 hours post-resolution.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Use Programmable SMS API; configure "sendMessage" after webhook trigger from support system; e.g., POST to /Messages endpoint with survey link.
3.2. SendGrid
• Feature/Setting: RESTful Mail Send API; configure transactional templates to automate survey emails; link API trigger to “ticket closed” event.
3.3. Zendesk
• Feature/Setting: Triggers and Automations; configure webhook or automated email with CSAT survey upon ticket status change to “solved”.
3.4. Intercom
• Feature/Setting: Series and Custom Bots; automate in-app or email post-support surveys via “conversation closed” automation rules.
3.5. SurveyMonkey
• Feature/Setting: Webhooks and Email Collectors; automatically email survey invitations when triggered by integrated support systems.
3.6. Google Forms + Gmail
• Feature/Setting: Apps Script or API for automated emailing of unique survey links post-ticket closure.
3.7. Mailchimp
• Feature/Setting: Automated Campaigns; trigger follow-up email with embedded survey using API or Zapier integration.
3.8. HubSpot Service Hub
• Feature/Setting: Workflow Automation; configure post-ticket workflows to send customer satisfaction (CSAT) surveys automatedly.
3.9. Typeform
• Feature/Setting: Webhooks/API; automate survey delivery upon support ticket events.
3.10. Microsoft Power Automate
• Feature/Setting: Automate flow connecting Office365/Outlook with Forms for post-support surveys.
3.11. Salesforce Service Cloud
• Feature/Setting: Process Builder/Flows to automate survey dispatch on case closure events.
3.12. Freshdesk
• Feature/Setting: Scenario Automations; automatically send satisfaction surveys on ticket resolution using “Dispatch Satisfaction Survey” setting.
3.13. WhatsApp Business API
• Feature/Setting: Automated messaging post-interaction with survey prompt using /messages endpoint.
3.14. ActiveCampaign
• Feature/Setting: Automations; configure post-support follow-up emails with survey CTA.
3.15. Jotform
• Feature/Setting: API/Webhook triggers; send survey links after ticket completion.
3.16. Zoho Desk
• Feature/Setting: Workflow Automator for CSAT survey email on ticket closure.
3.17. Slack
• Feature/Setting: Automated DM via bot user when support ticket marked resolved; use chat.postMessage API.
3.18. Facebook Messenger Platform
• Feature/Setting: Send API for automated survey messages upon finished support chat.
3.19. Aircall
• Feature/Setting: Automated post-call SMS or email via webhook trigger after each support call.
3.20. Qualtrics
• Feature/Setting: Automated email invitations for surveys triggered by API integration or resolved tickets.
Benefits
4.2. Automated workflows save staff time, reduce errors, and ensure consistency in post-support engagement.
4.3. Automation centralizes feedback data, driving continuous service improvement and actionable insights.
4.4. Automator workflows help the dive shop scale customer communications without manual effort, boosting brand loyalty.
4.5. Survey automation enhances quality control by rapidly identifying areas requiring operational improvement.