Automated follow-up for online order feedback

Purpose

1. Automates the process of collecting feedback, increasing response rates and capturing real-time guest sentiment post online order.

2. Automates scheduling and personalized delivery of feedback requests to diners via SMS, email, or chat.

3. Automates routing of responses to correct staff or systems for immediate action.

4. Automates data aggregation for analytics and reporting, facilitating continual customer experience improvements.

5. Ensures all customers receive a feedback prompt, automating loss prevention of post-visit insights.

6. Automates loyalty reward triggers for positive feedback or recovery workflows for negative feedback.

Trigger Conditions

1. Online order status changed to "delivered" or "completed".

2. Pre-set elapsed time post order (e.g., 1 hour).

3. Confirmed payment status.

4. Customer profile exists with contacting method (email, SMS, chat ID).

5. Automated adjustment for missed triggers (e.g., order completion data not received).

Platform Variants

1. Twilio SMS

• Feature/Setting: Automate sending SMS post-order; configure Messaging API with order event webhook.
  

2. SendGrid

• Feature/Setting: Automate custom HTML/email feedback requests from parsed online order events using API v3.
  

3. Mailgun

• Feature/Setting: Automates sending triggered transactional feedback emails via /messages endpoint.
  

4. Slack

• Feature/Setting: Automate feedback reminders to staff or channels via Incoming Webhooks.
  

5. Facebook Messenger

• Feature/Setting: Automates customer follow-up with feedback bots using Send API.
  

6. WhatsApp Business API

• Feature/Setting: Automates delivery of templated feedback messages using /messages endpoint triggered by order update.
  

7. Intercom

• Feature/Setting: Automate in-app message delivery requesting feedback, use Conversations API.
  

8. Zendesk

• Feature/Setting: Automatically generate tickets for negative feedback via Custom Ticket Fields and API.
  

9. Typeform

• Feature/Setting: Automates embedding unique feedback links in emails or SMS via Forms API.
  

10. Google Sheets

• Feature/Setting: Automates logging each feedback response using Sheets API for analysis.
  

11. HubSpot

• Feature/Setting: Automates customer activity timeline updates and feedback task creation with Engagements API.
  

12. Salesforce

• Feature/Setting: Automating contact records with survey outcomes using REST API.
  

13. SurveyMonkey

• Feature/Setting: Automating survey creation/distribution via Create Survey & Collector APIs.
  

14. Zoho CRM

• Feature/Setting: Automates capture and workflow triggers from API-integrated feedback forms.
  

15. Freshdesk

• Feature/Setting: Automatically creates tickets and triggers workflow based on negative feedback via Ticket API.
  

16. AirTable

• Feature/Setting: Automates feedback entry row generated per order using API.
  

17. Shopify

• Feature/Setting: Automates order event webhook triggering a feedback workflow via REST Admin API.
  

18. Google Chat

• Feature/Setting: Automates posting feedback requests/alerts to channels using Google Chat API.
  

19. LINE Messaging API

• Feature/Setting: Automates order-based feedback prompts via push message function.
  

20. Microsoft Teams

• Feature/Setting: Automatically post feedback reminders to restaurant ops channel via Connector API.
  

Benefits

1. Automates and scales precise, timely post-order outreach for feedback.

2. Automates feedback handling, triggers loyalty or service recovery workflows.

3. Automates data consolidation for actionable insights, boosting customer satisfaction.

4. Enables consistent, automatable guest experience with minimal staff intervention.

5. Automates compliance with feedback schedules, improving response and retention rates.