InTouch Hub · Blue Isle Software

customer-followup

Process customer responses to follow-up messages after service/purchase. Route positive feedback to review requests, negative feedback to the owner for immediate action.

Customer Follow-Up Skill

Automated post-service follow-up via any messaging channel. Sends a "How was your experience?" message after a job is completed. Positive responses get a thank-you and review request. Negative responses get escalated to the owner immediately.

The Problem

Most small service businesses never follow up after a job. The ones that do, do it manually and inconsistently. Result: no reviews (competitors outrank you on Google), unhappy customers churn silently, and problems that could be fixed quickly fester into bad Yelp reviews.

Dedicated customer feedback tools (Podium, Birdeye, ServiceTitan) cost $200-500/month. Most small businesses can't justify that.

How It Works

  1. Service is completed — someone triggers the follow-up (manually, on a schedule, or via a trigger file)
  2. Customer receives a message on their preferred channel: "How was your experience with [service]?"
  3. Customer replies naturally
  4. AI analyzes the sentiment: - Positive: Thank-you response + Google Review link - Negative: Empathetic response to customer + immediate alert to owner with details and urgency - Neutral: Gentle follow-up asking for specifics

Setup

1. Enable Inbound Messaging

The customer's reply channel must be enabled inbound:

2. Create Customer Contact Profiles

For each customer (or create dynamically via the API):

3. Customize the Skill

Edit SKILL.md to set your business details:

4. Create the Follow-Up Job

A simple job that sends the initial follow-up message:

name: customer-followup-send
description: Send post-service follow-up to customer

tasks:
  - name: followup
    tool: message
    properties:
      subject: "How was your service?"
      body: "Hi! We hope everything went well with your recent [service type]. We'd love to hear your feedback — just reply to this message. Your response helps us improve!"
      contactNames: "${customerName}"

Trigger this job: - Manually via OneShot after completing a service - On a schedule — daily at 5pm, pulling customers serviced that day - Via trigger file — when a "job complete" file is dropped by your dispatch software - Via the AI assistant — "Send a follow-up to John Smith"

5. Install the Skill

Pre-installed at INTOUCH_HOME/skills/customer-followup/SKILL.md.

Usage Flow

Step 1 — Trigger sends initial message:

SMS to customer: "Hi! We hope everything went well with your
recent AC repair. We'd love to hear your feedback — just reply
to this message."

Step 2 — Customer replies:

Customer: "Tech was great, fixed it fast. Only issue was he
tracked mud on the carpet."

Step 3 — AI processes via @customer-followup:

FEEDBACK: NEGATIVE — REQUIRES ATTENTION

Customer: John Smith
Sentiment: Mixed (positive on service, negative on cleanliness)
Issue: Technician tracked mud on carpet
Urgency: Medium

RESPONSE TO CUSTOMER:
Thank you for the feedback! Glad we got your AC fixed quickly.
I'm sorry about the carpet — I've flagged this for Mike who
will reach out to you. We'll make it right.

ALERT TO OWNER:
John Smith (AC repair, today): Positive on speed and tech
skill, but tech tracked mud on the carpet. Medium urgency.
Customer is not angry but expects resolution.

Customization

Edit SKILL.md to change:

Cost

Compare to Podium ($250/month) or Birdeye ($300/month).

Advanced: Automated Review Tracking

Pair with a YAML job that: 1. Runs daily 2. SQL queries customer feedback from a database 3. Claude generates a weekly satisfaction report 4. Posts to the owner via Slack or email

This gives you trend tracking — "satisfaction dropped 15% this month, mostly around wait times" — without a dedicated analytics platform.