Post-service follow-up for feedback and reviews

Purpose

1.1. Automate the follow-up process after a horse trailer service is completed to collect customer feedback and reviews, enhancing customer satisfaction, service quality, and online reputation.
1.2. Automating outreach ensures every customer is engaged, increasing feedback volume while relieving staff of manual reminder tasks, centralizing all response data for ongoing improvement.

Trigger Conditions

2.1. Service completion marked in dealer management system or CRM.
2.2. Invoice or work order marked as closed.
2.3. Scheduled follow-up interval (e.g., 24 hours post-service or custom date).
2.4. Customer contact availability (phone, email, SMS, or social profile).

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Configure Programmable SMS; set up auto-triggered outbound SMS for survey links or review requests.
• Sample: Use Twilio Studio Flow with REST API trigger from CRM/webhook.

3.2. SendGrid
• Feature/Setting: Automate transactional email workflows sending personalized feedback forms post-service.
• Sample: Use Dynamic Templates with Mail Send API and automated event webhook.

3.3. Mailchimp
• Feature/Setting: Automate email journeys; send follow-up campaign using customer tags upon service closure.
• Sample: Use Customer Journeys automation with trigger “Tag Added”.

3.4. Salesforce CRM
• Feature/Setting: Automate journey builder; trigger personalized feedback survey upon service case resolution.
• Sample: Set up Process Builder or Flow with Email Alert action.

3.5. HubSpot
• Feature/Setting: Automate feedback request via workflow after ticket status changes to ‘Closed’.
• Sample: Use Workflow Automation > Create Email > Set Trigger (Ticket Closed).

3.6. ActiveCampaign
• Feature/Setting: Automate post-service email or SMS series; track submissions automatically.
• Sample: Use Automation Builder; Start Trigger: Deal “Service Complete”.

3.7. Intercom
• Feature/Setting: Automate chat/email follow-up; schedule auto-messages post-conversation or ticket closure.
• Sample: Use Series Campaigns with Conversation End trigger.

3.8. Zendesk
• Feature/Setting: Automate customer satisfaction survey (CSAT) after ticket closure.
• Sample: Use Triggers > Notify Target for outbound email/SMS API call.

3.9. Google Sheets
• Feature/Setting: Automate logging of follow-up status and feedback responses for analytics.
• Sample: Use Sheets API webhooks to auto-record customer survey results.

3.10. Microsoft Power Automate
• Feature/Setting: Create automated flows emailing feedback forms when a record updates in Dynamics.
• Sample: Automated Flow; Trigger: Dataverse record update; Action: Send Email.

3.11. SurveyMonkey
• Feature/Setting: Automate survey distribution via API on service completion; collect data in dashboard.
• Sample: Use Create Collector API with recipient’s email mapped via webhook.

3.12. Typeform
• Feature/Setting: Automatically send personalized Typeform feedback links after service update.
• Sample: Use Typeform Webhooks API to dynamically send forms.

3.13. WhatsApp Business API
• Feature/Setting: Automate follow-up message templates for survey or review; trigger from CRM.
• Sample: Use Messages endpoint with “Service Completed” trigger.

3.14. Facebook Messenger API
• Feature/Setting: Automated chat follow-ups inviting for public review or survey link.
• Sample: Use Send API with post-service event trigger.

3.15. Freshdesk
• Feature/Setting: Automate feedback survey post-ticket resolution using Feedback Request automator.
• Sample: Set Scenario Automation > Ticket is Resolved > Send Email.

3.16. Pipedrive
• Feature/Setting: Auto-generate follow-up activity/task or automated email on deal status update.
• Sample: Use Workflow Automation; Trigger: Deal moved to “Serviced”.

3.17. BambooHR
• Feature/Setting: Automate internal follow-up task creation for staff based on feedback; enable HR analytics.
• Sample: Use Webhook Integration to create tasks post-service event.

3.18. Slack
• Feature/Setting: Automated Slack notifications or reminders for team review of negative feedback.
• Sample: Use Incoming Webhooks or Slack Bots triggered by CRM updates.

3.19. Google Forms
• Feature/Setting: Automatically send feedback form links post-service via mail merge APIs.
• Sample: Use Apps Script or Forms API to automate outreach.

3.20. Zoho CRM
• Feature/Setting: Automate multi-channel feedback reminders (email/SMS) via custom workflow rules.
• Sample: Workflow Rule: “When Service Stage = Complete” > Send Email/SMS API.

Benefits

4.1. Automates repetitive outreach, freeing staff time and reducing errors.
4.2. Automated feedback collection increases response rate and insight volume.
4.3. Automation ensures consistency and timeliness of follow-ups, boosting customer loyalty.
4.4. Centralized, automated review gathering enhances dealership’s online reputation.
4.5. Automated analysis of response data supports continuous improvement efforts.