Support satisfaction survey automations

Purpose

1.1. Automate the collection, aggregation, and analysis of support satisfaction feedback from dye store customers following customer interactions with support staff.
1.2. Automates the dispatch of post-interaction surveys via multiple channels, ensuring comprehensive coverage and maximizing feedback volume for service improvement.
1.3. Enables instant tracking, reporting, and response routing to streamline customer follow-ups and drive up the Net Promoter Score (NPS) and CSAT for fabric dye retailers.
1.4. Ensures feedback directly reaches relevant departments automatedly for quality control and escalations.

Trigger Conditions

2.1. Support ticket closed status in customer service CRM system.
2.2. Automated trigger on live chat session ending on website or social media.
2.3. Order delivery status updated in ERP, signaling completion and satisfaction inquiry time.
2.4. Incoming support email thread identified as resolved by classification automator.
2.5. Time elapsed (e.g., 24 hours) post-support interaction without recorded feedback.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Configure SMS Survey API with trigger on ticket status change; use Message API for templated satisfaction messages, e.g., POST to /Messages with {{survey_link}}.
3.2. SendGrid
• Feature/Setting: Automate transactional email API POST /mail/send to distribute survey links when a support request is resolved.
3.3. Google Forms
• Feature/Setting: Automate via Google Forms API to pre-fill identification and auto-send form link through webhook integration.
3.4. SurveyMonkey
• Feature/Setting: Automate collector endpoint to generate unique survey links and automator webhook POST to email contacts on support closure events.
3.5. Typeform
• Feature/Setting: Use Typeform Responses API to automate real-time survey submissions and Results API for seamless data collection.
3.6. Zendesk
• Feature/Setting: Automate triggers in Zendesk Support for "Ticket Solved" to deliver surveys via Zendesk Notify and external API automator.
3.7. Intercom
• Feature/Setting: Configure Series automation to send in-app chat or email survey using Intercom API after each conversation ends.
3.8. HubSpot Service Hub
• Feature/Setting: Automate email workflow post-ticket closure to dispatch feedback forms using Workflow automation and Forms API.
3.9. Salesforce Service Cloud
• Feature/Setting: Automate Process Builder/Flow to invoke email or SMS survey action via Salesforce Surveys or external automators.
3.10. Freshdesk
• Feature/Setting: Automate scenario automation on ticket closure to use Feedback Survey widget or webhook survey distributor.
3.11. Slack
• Feature/Setting: Use Slack Workflow Builder to automate posting surveys to channels or direct messages, integrating with survey links.
3.12. Microsoft Teams
• Feature/Setting: Automate adaptive card delivery in Teams channels through the Graph API, embedding survey links post-support.
3.13. Mailchimp
• Feature/Setting: Automate triggered email survey campaigns using Automation API and segmentation by recent support closure.
3.14. Qualtrics
• Feature/Setting: Use Qualtrics API to automate survey distributions and automate feedback data ingestion.
3.15. Zoho Desk
• Feature/Setting: Automate notification rules to send survey links from automator workflows upon ticket resolution.
3.16. Jotform
• Feature/Setting: Automate Jotform API to generate and email pre-filled surveys based on support events.
3.17. Airtable
• Feature/Setting: Automate form views for customer satisfaction, automate notifications, and collect submissions via API triggers.
3.18. WhatsApp Business API
• Feature/Setting: Automate templated message delivery with feedback prompt upon case resolution via OnMessage webhook.
3.19. Facebook Messenger
• Feature/Setting: Automate bot sequence to deliver survey request post-support using Messenger Send API.
3.20. Shopify
• Feature/Setting: Automate notification API to send survey emails or SMS to fabric dye purchasers post support or delivery events.

Benefits

4.1. Automates routine survey distribution, drastically saving staff time and reducing manual errors.
4.2. Ensures every customer gets an automated satisfaction prompt, increasing participation rates.
4.3. Enables automated, real-time feedback analytics and escalation of negative experiences for prompt corrective action.
4.4. Automates actionability on insights—triggering alerts, follow-ups, or workflow improvements without manual intervention.
4.5. Makes satisfaction data collection fast, reliable, and scalable for dye store retail operations.