Customer Support & AftercarePurpose
1.2. Enables automating personalized outreach, tracks automated response rates, closes the feedback loop automatedly, and supports automated aftercare engagement.
Trigger Conditions
2.2. Automated trigger on status update within CRM, ERP, or helpdesk workflows.
2.3. Closed ticket assigned with optional custom fields (e.g., ticket category = "Technical assistance").
2.4. Triggered via webhook or API callback upon ticket resolution event.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Automate sending SMS with survey link using Programmable SMS — configure event-based SMS automation via webhook on support closure.
3.2. SendGrid
• Feature/Setting: Automate personalized email with dynamic templates; use the "Send Email" API triggered automatically on ticket resolution.
3.3. Zendesk
• Feature/Setting: Configure Triggers & Automations; use API endpoint `POST /api/v2/tickets/{id}/satisfaction_rating`.
3.4. Salesforce Service Cloud
• Feature/Setting: Automated Workflow Rules — set "Email Alert" action on case status update to Closed.
3.5. HubSpot Service Hub
• Feature/Setting: Automate feedback email via Workflow; configure "Ticket status is Closed" as entry criteria.
3.6. Intercom
• Feature/Setting: Automated Resolution Bot; webhook triggers outbound message API after conversation is marked closed.
3.7. Freshdesk
• Feature/Setting: Automate feedback notification using "Automations - Ticket Updates" with Event: Status = Resolved.
3.8. Mailchimp
• Feature/Setting: Automated email campaign using “API-driven” triggers via automated workflow integration.
3.9. ActiveCampaign
• Feature/Setting: Use CX Automation; configure API-based trigger and automated “Survey Request” email after support ticket closure.
3.10. Google Forms + Gmail API
• Feature/Setting: Automate Google Forms survey sendout using Apps Script or Gmail API upon webhook event.
3.11. Typeform
• Feature/Setting: Automate personalized invite generation; use Typeform’s API to create and send survey links post-resolution.
3.12. Microsoft Power Automate
• Feature/Setting: Build Flow to automate feedback requests triggered by Dynamics or Outlook email after support ticket closure.
3.13. SurveyMonkey
• Feature/Setting: Automate survey invitation using “Create Collector” API and automated email on closed cases.
3.14. Slack
• Feature/Setting: Automate DM or channel notification with feedback form using Incoming Webhooks or Workflow Builder linked to ticketing tool.
3.15. WhatsApp Business API
• Feature/Setting: Automate message sending with feedback request via WhatsApp API integration upon ticket resolution.
3.16. Zoho Desk
• Feature/Setting: Automated workflow sends survey email using “Send Survey” action on ticket status "Closed."
3.17. Monday.com
• Feature/Setting: Automate emails or in-app notifications using Automations Center and status change trigger.
3.18. Trello + Butler
• Feature/Setting: Automate emailing or third-party survey link dispatch using Butler Rules when a card moves to “Done”.
3.19. Help Scout
• Feature/Setting: Automate follow-up email using “Workflows” based on mailbox event: conversation closed.
3.20. Shopify + Flow
• Feature/Setting: Automate post-support feedback requests to order contacts with “Order Support Closed” trigger.
Benefits
4.2. Increases efficiency by automating repetitive tasks; reduces missed requests.
4.3. Enables omnichannel automation: SMS, email, in-app, or chat.
4.4. Provides measurable improvements to support quality via automated insights.
4.5. Rapidly surfaces customer experience issues through automated workflows for swift aftercare intervention.
4.6. Scales automated customer engagement as business grows, ensuring consistent follow-up.