Feedback Collector

What is Feedback Collector?

• Milestone-Triggered Surveys. Integrates with WhatsApp Business API and Telegram Bot API via n8n to capture NPS, CSAT, and CES scores instantly after critical trade milestones like customs clearance or final delivery, feeding data directly into HubSpot to trigger immediate service recovery protocols.
• Silent Churn Prevention. Solves the problem of unhappy logistics clients who leave without complaining by using "WhatsApp Flows" and simple Telegram bots to present one-tap surveys within the chat interface, removing friction and dramatically increasing response rates compared to traditional web forms.
• Closed-Loop Recovery. Closes the loop on every transaction by ensuring your operations team knows exactly how they performed while the experience is still fresh in the client's mind, instantly flagging "Detractors" to your retention team for intervention within minutes.

Replaces:

• Manual survey email blasts
• Spreadsheet tallying of NPS
• "Mystery shopper" audits
• Reactive damage control calls
• Ignoring silent unhappy customers
• Quarterly business reviews with outdated data
• Disjointed SurveyMonkey exports

Why Feedback Collector?

• Capturing the "Silent Majority." Traditional email surveys suffer from abysmal response rates, meaning you are making strategic decisions based on a tiny fraction of your client base. The Feedback Collector leverages the WhatsApp Business API to achieve open rates of 98%, ensuring you hear from the quiet clients before they decide to switch competitors. This ubiquity allows you to capture sentiment from deskless drivers and busy warehouse managers who never check their email inboxes.

• Stopping the Churn Spiral. The logistics industry suffers from a mediocre average Net Promoter Score (NPS) between 38 and 42, leaving huge room for competitors to steal your clients. By detecting negative sentiment markers like "anger" regarding delays immediately, this agent acts as an early warning system for client attrition. It instantly flags "Detractors" to your retention team, allowing you to intervene minutes after a service failure rather than weeks later.

• Lowering the Cost of Insight. Gathering quality control data manually is expensive, often requiring hours of phone calls and email tag that bloat your operational overhead. Implementing automated feedback loops via AI can reduce customer service costs by 40% to 60% while simultaneously improving satisfaction scores. This worker collects the same volume of data as a dedicated quality assurance team at a fraction of the salary cost.

• Operationalizing the "Trust Economy." In the modern "trust economy" of global trade, transparency and responsiveness are your primary competitive differentiators. While the industry average languishes, top performers leveraging real-time feedback tools are achieving NPS scores in the 50-60 range. This agent turns your customer feedback from a passive report into an active asset that drives continuous operational improvement and proves your reliability to new prospects.

How It Works

1. Event-Driven Activation. The workflow begins when a specific milestone is reached in your TMS or ERP, such as "Customs Released" or "POD Signed." n8n detects this event and triggers the Feedback Collector to select the appropriate survey template based on the transaction type. This ensures the question is relevant to the exact moment in the shipment lifecycle.

2. Frictionless Survey Delivery. The agent sends a hyper-short, interactive survey via the WhatsApp Business API or Telegram Bot API, avoiding the need for external links. Using interactive buttons or Typeform integrations, it presents simple options like "Rate your experience 1-5" directly in the chat window. This native experience respects the user's time and maximizes the likelihood of an immediate response.

3. Real-Time Sentiment Decoding. As responses arrive, the agent employs Gemini PRO to analyze unstructured text comments for specific pain points like "documentation delay" or "driver attitude." It calculates real-time metrics for CSAT and CES, categorizing the feedback into "Promoters," "Passives," and "Detractors" automatically. This step converts raw chat logs into structured data ready for strategic analysis in HubSpot.

4. Closed-Loop Escalation. If a score falls below a set threshold, the agent instantly creates a high-priority ticket in your CRM and alerts your Customer Success Manager via Slack. It simultaneously sends an automated apology message to the client, promising a personal follow-up within an hour. This "closed-loop" mechanism turns a potential service failure into a demonstration of your firm's responsiveness.

Get Started

Stop guessing why you lost that key account and start managing your customer experience with data-driven precision. Deploy the Feedback Collector today to turn every shipment delivery into a touchpoint that builds loyalty and secures your margins. Book your strategy call now to configure your automated quality assurance engine.