Customer Communication and FeedbackPurpose
1.2. Standardizes and streamlines customer experience surveys after each ride.
1.3. Automates communication to increase response rates and actionable insights.
1.4. Gathers data for service improvements, quality monitoring, and real-time intervention.
1.5. Feeds customer sentiment data into CRM and reporting tools for strategic review.
Trigger Conditions
2.2. Automate based on driver sign-off or geofence arrival at destination.
2.3. Automator kicks off post-invoice email or SMS dispatch.
2.4. Triggers if feedback not received within X hours; sends automated reminder.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Automate SMS sending via Messaging API /messages; set dynamic recipient, template, & timing.
3.2. SendGrid
• Feature/Setting: Automate feedback emails via Mail Send API; configure dynamic templates with trip data merge fields.
3.3. Mailgun
• Feature/Setting: Automates feedback email via /messages API; schedule at ride completion.
3.4. HubSpot
• Feature/Setting: Automates follow-up task in Workflows using “Trip Completion” trigger and automated feedback sequence.
3.5. Salesforce Marketing Cloud
• Feature/Setting: Automate journey builder with SMS/Email feedback touchpoint post-trip.
3.6. Intercom
• Feature/Setting: Automator creates Message Series triggered by webhook from booking tool.
3.7. Zendesk
• Feature/Setting: Automates ticket creation and automated feedback request via Triggers & Automations.
3.8. SurveyMonkey
• Feature/Setting: Automate survey send via Webhooks or Email Collector API, linked to trip events.
3.9. Typeform
• Feature/Setting: Automate personalized survey links via Create Response API and automate dispatch.
3.10. Google Forms
• Feature/Setting: Automator sends prefilled form links using Apps Script trigger on trip completion.
3.11. ActiveCampaign
• Feature/Setting: Automates follow-up campaign with automation builder and trip-completion tag.
3.12. Klaviyo
• Feature/Setting: Automate feedback flow via triggered flows; API event “Trip Complete.”
3.13. Pipedrive
• Feature/Setting: Automates activity or email with Workflow Automation at deal stage “Trip Complete.”
3.14. Microsoft Power Automate
• Feature/Setting: Builds automations linking booking systems and communication channel APIs.
3.15. Zoho CRM
• Feature/Setting: Automates survey dispatch on trip completion via workflow rules & Zoho Survey API.
3.16. Slack
• Feature/Setting: Automator posts feedback requests in private channels or direct customer DM using chat.postMessage.
3.17. WhatsApp Business API
• Feature/Setting: Automate post-trip message templates via /messages endpoint, scheduled on booking app trigger.
3.18. Telegram Bot API
• Feature/Setting: Automates feedback chat via sendMessage on event trigger.
3.19. Freshdesk
• Feature/Setting: Automator creates feedback task or sends survey through automations module.
3.20. Customer.io
• Feature/Setting: Automates feedback campaigns with event-triggered broadcasts.
3.21. Aircall
• Feature/Setting: Automates post-call feedback SMS/email via integration with webhook events after ride support call.
3.22. Facebook Messenger Platform
• Feature/Setting: Automates feedback surveys to customer Messenger via send API on trip events.
3.23. Qualtrics
• Feature/Setting: Automates survey triggers using API event listeners with booking data payload.
3.24. Monday.com
• Feature/Setting: Automates action creation for follow-up or survey link generation using automations on status change.
Benefits
4.2. Automator reduces workload for staff, allocates time to service enhancement not outreach.
4.3. Feedback automation yields higher volume, improving data quality and actionable business intelligence.
4.4. Timely automated feedback requests capture freshest customer sentiment, leading to real-time issue management.
4.5. Automation ensures follow-up and customer appreciation, driving loyalty and positive public reviews.