Feedback surveys on resolved cases

Purpose

1. Automate the process of sending feedback surveys to customers after their support cases are marked as resolved, capturing insights on service quality, staff performance, and overall experience for continuous improvement, segment analysis, and customer retention in a pottery store context.

2. Automated survey distribution facilitates scalable feedback collection, allows for real-time trend monitoring, supports follow-up automations (e.g., sending thank-you notes or review requests), and reduces manual, error-prone processes.

Trigger Conditions

1. Support case status changes to "Resolved" or "Closed" in the customer support system.

2. Customer record contains valid contact information (email, phone, or social handle).

3. Time delay (e.g., survey sent 2 hours after case resolution) for optimal timing.

4. No prior feedback survey sent for the given case.

Platform Variants

1. Zendesk

• Feature/Setting: Automate trigger via "Ticket status changed" to "Resolved"; webhook to feedback survey API.
  

2. Salesforce Service Cloud

• Feature/Setting: Workflow Rule on case closure; automated email action via Email Alerts.
  

3. Freshdesk

• Feature/Setting: Scenario Automator on ticket status; automate webhook/send email to survey form.
  

4. HubSpot Service Hub

• Feature/Setting: Ticket Pipeline "Closed" automation; trigger survey via "Send Email" workflow.
  

5. Intercom

• Feature/Setting: Automate message via "Conversation closed" outbound survey bot.
  

6. Twilio SMS

• Feature/Setting: Automated SMS API with personalized survey link upon ticket resolution event.
  

7. SendGrid

• Feature/Setting: Automated transactional email API; embed survey link dynamically post-resolution.
  

8. Typeform

• Feature/Setting: Survey API; automate pre-filling user details from case metadata on submission.
  

9. Mailchimp

• Feature/Setting: Automated Journey trigger on event from support system; send survey campaign.
  

10. Google Forms

• Feature/Setting: Automated email with unique link via Gmail API or third-party relay after case resolves.
  

11. SurveyMonkey

• Feature/Setting: Webhook-to-survey invitation API based on CRM/webhook event.
  

12. Microsoft Power Automate

• Feature/Setting: Automate case closure in Dynamics/Outlook triggers survey email flow.
  

13. Slack

• Feature/Setting: Automated Slackbot direct message with survey to customer if communicated via Slack Connect.
  

14. WhatsApp Business API

• Feature/Setting: Automated templated feedback message after case resolution trigger.
  

15. Jotform

• Feature/Setting: Pre-fill API for customer info, triggered by webhook on support platform closure.
  

16. Shopify

• Feature/Setting: Automate email workflow to post-purchase support survey using built-in automator.
  

17. Klaviyo

• Feature/Setting: Automated flow triggered by support event for segmented survey campaign.
  

18. Gorgias

• Feature/Setting: Automated rule: after ticket closes, sends survey email or SMS integration.
  

19. Zoho Desk

• Feature/Setting: Automation rule—Case Closure notification triggers integrated survey email.
  

20. Mailjet

• Feature/Setting: API for transactional, automated post-case feedback survey email.
  

21. Airtable

• Feature/Setting: Automate survey request record when case status updated; link sent via automation script.
  

22. Monday.com

• Feature/Setting: Automated workflow upon item status change, triggering feedback survey email.
  

23. Pipedrive

• Feature/Setting: Automation—deal status “Won/Resolved” triggers survey via configured integration.
  

Benefits

1. Automates feedback capture, increasing response rates and timeliness.

2. Reduces manual intervention with fully automated survey triggers and follow-ups.

3. Enables automating analytics dashboards with survey results for continuous service improvement.

4. Standardizes post-resolution communication for a professional, branded customer experience.

5. Automatable reminders for non-responders enhance feedback completeness.

6. Allows automators to create customizable survey flows matched to case details or customer groups.

7. Automated escalation for negative feedback, ensuring responsive issue management.

8. Supports multichannel survey automation (email, SMS, chat), maximizing customer reach.

9. Enables automated incentivization (e.g., discount codes on completion) to boost engagement.

10. Automates storage and categorization of feedback data for easy export and reporting.