The Challenge
Customer success teams know that timely feedback is critical — but collecting it consistently is another story.
- Support tickets close without a follow-up satisfaction survey because no one had time to create and send one
- Product milestones pass without capturing user sentiment while the experience is still fresh
- Manually created feedback forms are inconsistent in structure, making cross-team analysis unreliable
- Response data sits in Google Forms and never makes it into the CRM or support platform where it’s needed
- Escalation-worthy feedback goes unnoticed because no automated routing exists
The Autohive Solution
With Autohive’s Google Forms integration, customer feedback becomes a seamless, automated part of your support and product workflows — triggered by real events, not manual memory.
Event-Triggered Form Creation
When a support ticket closes, a product feature launches, or a customer reaches a milestone, Autohive automatically creates a tailored follow-up survey in Google Forms. No manual form building — the right questions appear at the right time.
Instant Form Publishing
The integration publishes the survey immediately and generates a responder URI, which your workflow can send via email, Slack, or any other channel — ensuring customers receive feedback requests while the experience is still top of mind.
Automated Response Capture and Routing
Retrieve submitted responses automatically and route them into your existing systems. Satisfaction ratings trigger NPS updates in your CRM; open-ended comments feed into sentiment analysis; low scores automatically create escalation tasks.
Benefits
- Zero missed touchpoints — Every qualifying customer interaction triggers a feedback form automatically
- Consistent survey structure — Programmatically defined forms ensure you’re comparing apples to apples across all responses
- Faster escalation — Negative responses route instantly to the right team member without manual monitoring
- Higher response rates — Timely, contextual surveys sent right after interactions get more responses than batched campaigns
- Seamless CRM integration — Response data flows directly into your customer success platform, no manual data entry required
How It Works
- Define your trigger — Configure which events (ticket close, milestone complete, etc.) should initiate a feedback survey
- Auto-create the form — Autohive generates a Google Form with the appropriate questions for that interaction type
- Publish and send — The form is published instantly and the survey link is dispatched to the customer via your preferred channel
- Capture responses — Submitted responses are retrieved automatically as they come in
- Route and act — Responses feed into your CRM, trigger sentiment scoring, or create escalation tasks based on the content
Getting Started
- Sign up at app.autohive.com
- Connect Google Forms from the Autohive marketplace
- Set up your event triggers and survey templates
- Deploy your agents and close the customer feedback loop automatically
