Feedback collection and testimonial requests

Purpose

1.1. Automate feedback collection from customers after optical instrument repairs, ensuring higher response rates and actionable customer insights.
1.2. Initiate automated testimonial requests to capture satisfied clients' reviews, building reputation and social proof for the business.
1.3. Maintain customer relationships by automating post-service engagement, improving retention and loyalty.
1.4. Enable ongoing automation to monitor customer experience quality across repair interactions.

Trigger Conditions

2.1. Automatedly triggered after repair job completion, as marked in job tracking software or upon invoice payment.
2.2. Trigger set for scheduled time delay (e.g., 24–48 hours post-service) to ensure timely automation.
2.3. Automation can be triggered by positive service outcome tags set in CRM.
2.4. Automator activates when warranty registration is confirmed or follow-up ticket is closed.

Platform variants

3.1. Twilio SMS
• Feature/Setting: SMS Messaging API; configure automation to send feedback request texts using connected phone numbers.
• Sample: POST to /Messages endpoint with merged customer data and feedback link.
3.2. SendGrid
• Feature/Setting: Mail Send API; automatedly email surveys or testimonial requests.
• Sample: Configure send parameters with dynamic template data and send_at scheduling.
3.3. Mailchimp
• Feature/Setting: API-triggered Campaigns; automate feedback forms or review prompts post-service.
• Sample: Use /automations/trigger endpoint with customer and job data.
3.4. Google Sheets
• Feature/Setting: API integration; append feedback responses automatically into a central sheet.
• Sample: POST values to /spreadsheets/{id}/values/.
3.5. Zendesk
• Feature/Setting: Ticket Automation; send automated surveys or post-ticket feedback.
• Sample: Trigger email notification automation on 'ticket solved' event.
3.6. SurveyMonkey
• Feature/Setting: Webhooks or API; dispatch survey invitations.
• Sample: POST to /collectors with email addresses when job closed.
3.7. Typeform
• Feature/Setting: API-triggered forms; automatedly send unique feedback links per customer.
• Sample: Invoke /responses endpoint with customer data for custom links.
3.8. Outlook 365
• Feature/Setting: Automated Mail Rules; automate sending templated feedback request emails after flagged completion.
• Sample: Use Graph API to trigger sendMail action upon qualifying CRM flag.
3.9. HubSpot
• Feature/Setting: Workflow Automation; automatedly email feedback or testimonial requests when deal moves to 'closed-won'.
• Sample: Workflow triggers email with customizable feedback form link.
3.10. Salesforce
• Feature/Setting: Process Builder/Flows; automate feedback collection on case closure.
• Sample: Auto-send survey using Survey Invitation API feature.
3.11. Freshdesk
• Feature/Setting: Automations; send post-ticket closed automation surveys via configured rules.
• Sample: Use Observer to send feedback email at ticket resolution.
3.12. Calendly
• Feature/Setting: Workflow API; send follow-up questions post-appointment automatically.
• Sample: POST to /scheduled_events for feedback automation.
3.13. Intercom
• Feature/Setting: Automated Messages; automate NPS or review request after marked service completion.
• Sample: Schedule Outbound auto-message on custom attribute update.
3.14. ActiveCampaign
• Feature/Setting: Site or list automation; send feedback requests or testimonial invitations after particular tags are added.
• Sample: Automation triggers on tag addition, firing feedback form URL.
3.15. Pipedrive
• Feature/Setting: Workflow Automation; automate email feedback form after deal closed.
• Sample: Post-deal automation sends feedback link via API.
3.16. Google Forms
• Feature/Setting: Automated form share; create unique customer links for automated feedback gathering.
• Sample: Triggered share of prefilled form via Gmail API.
3.17. Slack
• Feature/Setting: Bot message automation; automate direct message or channel alert for feedback posting request.
• Sample: Bot sends reminders to collect reviews via chat API.
3.18. Zoho CRM
• Feature/Setting: Workflow Rules; automate survey links or testimonial requests after process stage.
• Sample: Workflow action emails feedback link to contact on update.
3.19. Microsoft Teams
• Feature/Setting: Automated message posting; automates staff reminder for testimonial collection.
• Sample: Bot or Adaptive Card posts to designated channel upon job flagged complete.
3.20. Qualtrics
• Feature/Setting: REST API; automate survey invitations based on service events.
• Sample: Automated POST to survey-distribution endpoint with contact info.
3.21. Monday.com
• Feature/Setting: Automation Recipes; auto-email customer for feedback when pulse updates to ‘repaired’.
• Sample: Use automation: "When status changes to X, send email to person".
3.22. GMail
• Feature/Setting: Automated send; script automated mailing of feedback form after labeled event.
• Sample: Use Apps Script to send mail on trigger.
3.23. Airtable
• Feature/Setting: Automation; send an email or webhook for testimonials when status is ‘complete’.
• Sample: Automation fires on record change; sends feedback survey link.

Benefits

4.1. Automates after-service outreach, reducing manual follow-up workload.
4.2. Automation ensures consistent feedback collection, boosting actionable insights.
4.3. Automated testimonial requests build reputation on autopilot, supporting marketing efforts.
4.4. Automating the process raises review conversion rates and streamlines data gathering.
4.5. Automator-driven follow-up enhances overall customer engagement and loyalty.