๐ค Behind the Scenes: How I Automated Customer Support
๐ ๐๐ก๐ ๐๐ก๐๐ฅ๐ฅ๐๐ง๐ ๐: Running a business means ๐๐จ๐ง๐ฌ๐ญ๐๐ง๐ญ ๐๐ฎ๐ฌ๐ญ๐จ๐ฆ๐๐ซ ๐ช๐ฎ๐๐ซ๐ข๐๐ฌ - emails, texts, calls and itโs easy to get buried under repetitive questions. I wanted a way to: โ ๐๐๐ฌ๐ฉ๐จ๐ง๐ ๐ข๐ง๐ฌ๐ญ๐๐ง๐ญ๐ฅ๐ฒ (without being glued to my phone). โ ๐๐๐๐ฎ๐๐ ๐ก๐ฎ๐ฆ๐๐ง ๐๐ซ๐ซ๐จ๐ซ๐ฌ (missed messages, slow replies). โ ๐๐๐๐ฉ ๐ญ๐ก๐ข๐ง๐ ๐ฌ ๐ฉ๐๐ซ๐ฌ๐จ๐ง๐๐ฅ (without sounding like a robot). ๐คฏ ๐๐ซ๐จ๐๐ฅ๐๐ฆ ๐ ๐๐จ๐ฅ๐ฏ๐๐: Manually sorting form submissions like "What Category is your Request?" was eating 2+ hours/day. Missed assignments = frustrated customers + chaotic team workflows. ๐ ๏ธ ๐๐ฒ ๐๐ฑ๐๐๐ญ ๐๐ฎ๐ญ๐จ๐ฆ๐๐ญ๐ข๐จ๐ง ๐๐๐ญ๐ฎ๐ฉ: 1๏ธโฃ ๐๐ซ๐ข๐ ๐ ๐๐ซ: ๐
๐จ๐ซ๐ฆ ๐๐ฎ๐๐ฆ๐ข๐ฌ๐ฌ๐ข๐จ๐ง - When a lead submits a form, the system checks: - "๐๐ก๐๐ญ ๐๐๐ญ๐๐ ๐จ๐ซ๐ฒ ๐ข๐ฌ ๐ฒ๐จ๐ฎ๐ซ ๐๐๐ช๐ฎ๐๐ฌ๐ญ?" (Key field) - Automations โ Routes to dev team - Phone/Text โ Triggers SMS alert - Email โ Creates support ticket - Other โ Flags for manager review 2๏ธโฃ ๐๐ฆ๐๐ซ๐ญ ๐๐จ๐ฎ๐ญ๐ข๐ง๐ (๐๐จ-๐๐จ๐๐ ๐๐จ๐ ๐ข๐) IF "Category = Automations" โ Update contact field "Department: Tech" โ @Internal Notification to dev Slack โ Add task: "Debug request (48hr deadline)" ELSE IF "Category = Phone/Text" โ Send SMS acknowledgment โ Create urgent Opportunity 3๏ธโฃ ๐
๐๐ข๐ฅ-๐๐๐๐๐ฌ & ๐๐๐ง๐๐จ๐๐๐ฌ - "๐๐จ๐ง๐" category โ Pings me directly (no fallthroughs) - Every action logs a ๐๐จ๐ง๐ญ๐๐๐ญ ๐๐ข๐๐ฅ๐ ๐ฎ๐ฉ๐๐๐ญ๐ for audit trails ๐ ๐๐ก๐๐ญ ๐ ๐๐๐๐ซ๐ง๐๐: - ๐๐ฎ๐ฌ๐ญ๐จ๐ฆ๐๐ซ๐ฌ ๐ฅ๐จ๐ฏ๐ ๐ฌ๐ฉ๐๐๐ (even if itโs a bot at first). - ๐๐จ๐ญ ๐๐ฏ๐๐ซ๐ฒ ๐ช๐ฎ๐๐ซ๐ฒ ๐ง๐๐๐๐ฌ ๐ ๐ก๐ฎ๐ฆ๐๐ง (saves hours/week). - ๐๐จ๐ฎ ๐๐๐ง ๐๐ฎ๐ญ๐จ๐ฆ๐๐ญ๐ ๐ฐ๐ข๐ญ๐ก๐จ๐ฎ๐ญ ๐ฅ๐จ๐ฌ๐ข๐ง๐ ๐ญ๐ก๐ "๐ก๐ฎ๐ฆ๐๐ง ๐ญ๐จ๐ฎ๐๐ก." ๐ค ๐๐ฎ๐ซ๐ข๐จ๐ฎ๐ฌ ๐ก๐จ๐ฐ ๐ข๐ญโ๐ฌ ๐ฌ๐๐ญ ๐ฎ๐ฉ? Iโm happy to share details, just real talk about what worked (and what didnโt).