CSAT surveys by text for accounting firms
One-question satisfaction surveys by SMS, scored into your CRM, with every detractor routed to a human while the experience is still fresh. Frontdesk runs it for clients.
Trigger
Any interaction you choose completes: a call, a ticket, a visit, a delivery.
Built from
Why teams set this up
Email surveys get single-digit response rates and arrive days late. By the time the score lands in a dashboard, the unhappy customer has already decided.
Far higher response than email surveys
Scores attached to real contact records
Detractors reach a human the same hour
How the automation runs
After every closed ticket, one text goes out. Replies run 40%, each score lands on the contact, and the Tuesday "2" becomes a manager callback by Tuesday afternoon. The quarterly report writes itself from CRM filters.
- 1Outbound SMS
A single question goes out: how did we do, 1 to 5?
- 2Two-way texting
Replies are understood whether they say 5 or "pretty good actually"
- 3CRM update
Scores save to the contact and roll up over time
- 4Conditional branch
4s and 5s get a thank-you, 1s and 2s page a manager
- 5Smart ticket
Every detractor becomes a tracked follow-up
How accounting firms teams run it
Post-engagement scores by text, trending by partner and season.
Synced with your systems
Built from standard Frontdesk blocks
No custom development. Each step is a building block you can rearrange, retime, or extend, so this workflow can grow into the next one.
Growth journeys that include this workflow
This workflow is one step inside larger growth journeys that run the full customer lifecycle.
Cross-sell and upsell
Use customer context, behavior, timing, and eligibility to make relevant expansion offers.
See the journey →Plan upgrade automation
Recognize when customers are outgrowing a plan and make the upgrade path clear.
See the journey →Add-on recommendation flow
Use the current job, purchase, issue, or milestone to offer a useful add-on.
See the journey →Common questions
How does the csat surveys by text workflow start?
Any interaction you choose completes: a call, a ticket, a visit, a delivery.
Which channels does this use?
This workflow runs over sms, two-way sms. Each step can use the channel that fits the customer and the urgency.
Can my team stay in control of when it fires?
Yes. The trigger can be a field a person flips on a ticket or contact, so a human makes the decision and Frontdesk does the follow-through. Any step can also route to a teammate with the transcript and collected data.
Does it keep our records up to date?
Every call, text, and email in the workflow is logged against the contact and ticket, with transcripts attached. Frontdesk can also sync contacts and fields to your CRM.
What happens when a customer needs a human?
The workflow hands off with context: the right teammate gets the full history, the transcript, and the collected answers, so the customer never repeats themselves.
Which systems does this work with for accounting firms businesses?
Frontdesk can work with HubSpot, Salesforce, Pipedrive, Google Calendar, Outlook, Webhooks, plus API and webhook connections for custom systems, so every conversation lands on the right record.
Thinking bigger than one workflow?
The customer journey library maps full lifecycle automations across activation, onboarding, retention, and growth.
Explore customer journeys →This workflow also runs for any industry.
See the all-industry version →More from reviews and feedback
Ask at the right moment, and intercept problems before they go public.
Post-service review requests
Happy customers get asked for a review at the exact moment they are happiest, on the channel they actually open.
Negative feedback intercept
The unhappy customer talks to you before they talk to Google. Bad survey replies trigger an immediate manager alert and a same-day recovery call.
Testimonial collection calls
The AI calls your happiest customers, asks permission to record, and delivers transcripts your marketing can quote.