Customer satisfaction survey dispatch after support closure

Purpose

 1.1. Automate dispatch of customer satisfaction surveys after support ticket or case closure, ensuring rapid feedback collection and higher response rates.
 1.2. The process automates survey delivery via multiple digital channels (SMS, email, WhatsApp, etc.) to GPS equipment purchasers or partners, integrating feedback into CRM or analytics platforms.
 1.3. Enables monitoring of support team effectiveness and triggers automatable escalations for dissatisfied customers, improving business agility and customer retention.
 1.4. Ensures all survey, response, and escalation data redirect to management dashboards and automated reports for continuous improvement in wholesale technology sales and support operations.

Trigger Conditions

 2.1. Automatedly monitors support system for case/ticket status changing to ‘closed’ or ‘resolved’.
 2.2. Checks customer consent and communication preferences stored in CRM.
 2.3. Verifies if a survey was already sent within a pre-defined cooling period to avoid duplicate/automated dispatches.

Platform Variants

 3.1. Twilio SMS
  • Feature: Programmable SMS API; automates sending post-closure survey links via SMS.
  • Sample: Configure trigger (ticket closed) → Twilio API (Send Message endpoint) with personalized survey URL.

 3.2. SendGrid
  • Feature: Mail Send v3 API; automates survey dispatch via transactional email.
  • Sample: On status update, invoke SendGrid email template API with customer details and customized survey link.

 3.3. Salesforce
  • Feature: Process Builder/Flows; automates post-case workflows to email or SMS using integrated actions.
  • Sample: Rule—‘Case Closed’ → Action—Send Email Alert/Process to survey form.

 3.4. Zendesk
  • Feature: Triggers & Webhooks; automates survey email dispatch on ticket solved.
  • Sample: Ticket status=solved triggers HTTP webhook to survey tool.

 3.5. Microsoft Power Automate
  • Feature: Flow automation; automates survey email/SMS after Dynamics 365 case close.
  • Sample: Case resolved → Trigger Flow → Send survey via Outlook/Microsoft Teams.

 3.6. HubSpot
  • Feature: Workflow Automation; automates customer follow-up emails with survey after ticket close.
  • Sample: Ticket status=Closed triggers workflow to send email with embedded survey.

 3.7. Freshdesk
  • Feature: Automations → Ticket Updates; triggers survey emails on ticket closure.
  • Sample: On ticket update, auto-send API request to survey platform.

 3.8. Intercom
  • Feature: Custom Bots & Workflows; automates in-app message or email surveys when conversation ends.
  • Sample: Closed conversation → auto-dispatch survey bot/message.

 3.9. SurveyMonkey
  • Feature: Webhooks & API; automates survey distribution via connected support platform.
  • Sample: API request to create collector and send survey post-ticket.

 3.10. Google Forms
  • Feature: Google Apps Script or workflow integration; automates survey email on form trigger.
  • Sample: Support closure triggers script to send form link.

 3.11. Slack
  • Feature: Incoming Webhooks/Workflow Builder; automates internal notification or survey dispatch to customer-end channel.
  • Sample: Closed ticket triggers workflow with survey invite.

 3.12. WhatsApp Business API
  • Feature: Automates message send-out via programmable API.
  • Sample: Trigger event to WhatsApp API with templated survey invitation.

 3.13. Mailchimp
  • Feature: Automation Journey; automates sending post-support satisfaction campaign.
  • Sample: Triggered email journey based on CRM input.

 3.14. ActiveCampaign
  • Feature: Automation workflows; automates triggered survey delivery based on deal/support status update.
  • Sample: Status change activates campaign to send survey link.

 3.15. Zoho CRM
  • Feature: Workflow Automation; automates email survey triggered by deal or case status.
  • Sample: Closed status triggers Deluge script to dispatch survey.

 3.16. Typeform
  • Feature: Webhook/API; automates customized survey send using support system integration.
  • Sample: API call triggered with personalized link/data.

 3.17. Pipedrive
  • Feature: Workflow Automation; automates survey send after activity/deal closure.
  • Sample: Activity “Support Closed” triggers action “Send Email”.

 3.18. ServiceNow
  • Feature: Flow Designer & Notification; automates post-resolution survey notifications.
  • Sample: On Resolve, flow sends survey via SMS/Email.

 3.19. Monday.com
  • Feature: Automations Center; automates survey link sending upon item/status change.
  • Sample: Closed status in support board triggers survey email.

 3.20. SAP Customer Experience
  • Feature: Workflow Management; automates customer follow-up with survey via chosen channel.
  • Sample: Incident close triggers workflow to external email/SMS API.

 3.21. Oracle CX
  • Feature: Business Rules Engine; orchestrates automatable notifications with embedded survey.
  • Sample: Rule for closed service request initiates survey dispatch by channel.

Benefits

 4.1. Automates survey dispatch, reducing manual admin and delays.
 4.2. Ensures 100% customer follow-up, improving feedback capture rates.
 4.3. Triggers escalations or further automation on negative responses.
 4.4. Integrates closed-loop feedback into analytics for automatable service improvement.
 4.5. Supports multi-channel automated survey campaigns for diverse customer segments and international GPS wholesaling markets.
 4.6. Enhances customer retention with automated, personalized support experiences.