Customer Relationship Management AutomationPurpose
1.2. Increase review presence, gather actionable insights, boost brand reputation, and proactively address negative customer experiences.
1.3. Streamline and automate personalized thank-you messaging, feedback forms, and third-party review site requests post-purchase.
1.4. Enable real-time automated escalation of negative feedback to customer care for fast resolution.
1.5. Generate automated analytics for management on feedback sentiment and review conversion rates.
Trigger Conditions
2.2. Customer has not submitted a previous review for the same product/order.
2.3. Pre-set interval after delivery (e.g., 48 hours).
2.4. Exclusion if order is marked as “Returned” or “Refunded.”
2.5. Follow-up trigger if no response within 5 days of initial request.
Platform Variants
3.1 Shopify
• Feature: Shopify Flow — trigger post-purchase workflows; action: Send customer email using built-in automation.
3.2 Klaviyo
• Feature: Automated Flows — set “Order delivered” as trigger; action: Send survey or review request emails.
3.3 Mailchimp
• Feature: Customer Journeys — trigger upon segment change; action: “Send Email” with embedded feedback link.
3.4 Yotpo
• Feature: Review Request Automation — configure automatic review email post-purchase; set delay and template.
3.5 SMSBump
• Feature: Automated SMS — post-shipping automation to request reviews via SMS, link to feedback form.
3.6 Trustpilot
• Feature: Automated review invitations API — trigger invitation post-transaction; configure via Trustpilot Business dashboard.
3.7 Twilio
• Feature: Programmable Messaging API — set delivery SMS/WhatsApp review request; track customer reply automation.
3.8 Salesforce Marketing Cloud
• Feature: Journey Builder — configure journey for "Order Delivered" trigger; send omnichannel feedback requests.
3.9 Zendesk
• Feature: Triggers & Automations — generate tickets for negative reviews; auto-send satisfaction surveys post-case.
3.10 SurveyMonkey
• Feature: Email Collector Automation — auto-invite customers post-purchase to feedback survey.
3.11 Google Forms via Gmail API
• Feature: Send custom form link with order meta-information via Gmail API automation.
3.12 HubSpot
• Feature: Workflows — automate email outreach for feedback post-purchase; track responses.
3.13 WooCommerce
• Feature: Automated follow-up emails — plugin-based, schedule feedback/review ask after status “Completed.”
3.14 Zapier
• Feature: Zap automations — trigger on new order delivery event; automate multi-channel review solicitation workflow.
3.15 ActiveCampaign
• Feature: Automated Email — trigger based on list updates from sales completion; task: send dynamic review request.
3.16 Intercom
• Feature: Post-event message automation — send customer survey after last support interaction.
3.17 Typeform
• Feature: Automated survey link distribution; configure via webhook/API after order fulfillment.
3.18 Gorgias
• Feature: Auto-reply and rule-based customer service workflow — request satisfaction survey after each resolved ticket.
3.19 Facebook Messenger API
• Feature: Send automated Messenger post-purchase review request; use message templates.
3.20 SendGrid
• Feature: Transactional Email API — configure automated feedback email for order delivery event.
3.21 Microsoft Power Automate
• Feature: Scheduled Workflow — run post-digital receipt sending review notification.
3.22 Slack (for internal alerting)
• Feature: Automated alert when negative feedback received — support team notified to follow up instantly.
Benefits
4.2. Reduce manual workload with workflow automation.
4.3. Automate sentiment analysis and reporting to identify trends.
4.4. Foster customer loyalty with prompt automated follow-ups.
4.5. Increase review volume and boost reputation on external sites with automated reminders.
4.6. Quickly address issues via automated alerts, automating retention efforts.
4.7. Enable scalable, automated customer support escalation based on feedback.
4.8. Track and optimize automated email/SMS open rates and response rates.