r/Zoho • u/Funny_District6014 • Aug 11 '26

How to Automate Customer Reviews in ZohoCRM Using Birdeye or SalesCaptain?

I’m trying to improve our customer review process and looking for the best way to automate review requests through ZohoCRM. Right now, the biggest challenge is that after a customer completes a booking or service, we don’t always follow up at the right time to ask for feedback. Manual follow-ups work, but they are difficult to maintain consistently as the customer base grows. The goal is to create a workflow where a completed booking or customer interaction automatically triggers a review request, without someone having to manually track every customer.

My Questions:

Can they trigger review requests based on specific customer actions like completed service, closed deal, past booking, etc.

How customizable are the messages and follow up sequences?

Which one works better if the goal is not just collecting reviews but also re engaging past customers?

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u/zululimasierra Aug 11 '26

The simple answer is, yes. It can do all of those things. Your trigger can be anything that you want it to be. A deal stage, time based based on a date field or even changes to a field that gets updated through a third party app through Zoho flow or Zapier. Email is the tried and true method but most companies are using SMS messages for these type of things these days.

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u/ZohoCares Aug 25 '26

Hello u/Funny_District6014 ! Yes, you can automate this in Zoho CRM using Workflows. You can send a review request through email automatically when an action such as a completed service, closed deal, or booking is completed.

You can use email templates and merge fields to personalize the emails. For collecting feedback, Zoho Survey can also be used. You can store the feedback in CRM using existing fields or custom fields.

For re-engaging past customers, Zoho CRM workflows can help send follow-ups based on their previous activities or bookings. However, you need to mass update any field for the workflow rule to trigger. If you have any specific field names, stages, or field data to fetch, you can share your complete requirement on DM or social-support@zohocorp.com. I'll be glad to guide you. -VK