🤖 Behind the Scenes: How I Automated Customer Support

📌 𝐓𝐡𝐞 𝐂𝐡𝐚𝐥𝐥𝐞𝐧𝐠𝐞:

Running a business means 𝐜𝐨𝐧𝐬𝐭𝐚𝐧𝐭 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐪𝐮𝐞𝐫𝐢𝐞𝐬 - emails, texts, calls and it’s easy to get buried under repetitive questions. I wanted a way to:

✔ 𝐑𝐞𝐬𝐩𝐨𝐧𝐝 𝐢𝐧𝐬𝐭𝐚𝐧𝐭𝐥𝐲 (without being glued to my phone).

✔ 𝐑𝐞𝐝𝐮𝐜𝐞 𝐡𝐮𝐦𝐚𝐧 𝐞𝐫𝐫𝐨𝐫𝐬 (missed messages, slow replies).

✔ 𝐊𝐞𝐞𝐩 𝐭𝐡𝐢𝐧𝐠𝐬 𝐩𝐞𝐫𝐬𝐨𝐧𝐚𝐥 (without sounding like a robot).

🤯 𝐏𝐫𝐨𝐛𝐥𝐞𝐦 𝐈 𝐒𝐨𝐥𝐯𝐞𝐝:

Manually sorting form submissions like "What Category is your Request?" was eating 2+ hours/day. Missed assignments = frustrated customers + chaotic team workflows.

🛠️ 𝐌𝐲 𝐄𝐱𝐚𝐜𝐭 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧 𝐒𝐞𝐭𝐮𝐩:

1️⃣ 𝐓𝐫𝐢𝐠𝐠𝐞𝐫: 𝐅𝐨𝐫𝐦 𝐒𝐮𝐛𝐦𝐢𝐬𝐬𝐢𝐨𝐧

- When a lead submits a form, the system checks:

- "𝐖𝐡𝐚𝐭 𝐂𝐚𝐭𝐞𝐠𝐨𝐫𝐲 𝐢𝐬 𝐲𝐨𝐮𝐫 𝐑𝐞𝐪𝐮𝐞𝐬𝐭?" (Key field)

- Automations → Routes to dev team

- Phone/Text → Triggers SMS alert

- Email → Creates support ticket

- Other → Flags for manager review

2️⃣ 𝐒𝐦𝐚𝐫𝐭 𝐑𝐨𝐮𝐭𝐢𝐧𝐠 (𝐍𝐨-𝐂𝐨𝐝𝐞 𝐋𝐨𝐠𝐢𝐜)

IF "Category = Automations"

→ Update contact field "Department: Tech"

→ @Internal Notification to dev Slack

→ Add task: "Debug request (48hr deadline)"

ELSE IF "Category = Phone/Text"

→ Send SMS acknowledgment

→ Create urgent Opportunity

3️⃣ 𝐅𝐚𝐢𝐥-𝐒𝐚𝐟𝐞𝐬 & 𝐇𝐚𝐧𝐝𝐨𝐟𝐟𝐬

- "𝐍𝐨𝐧𝐞" category → Pings me directly (no fallthroughs)

- Every action logs a 𝐜𝐨𝐧𝐭𝐚𝐜𝐭 𝐟𝐢𝐞𝐥𝐝 𝐮𝐩𝐝𝐚𝐭𝐞 for audit trails

📊 𝐖𝐡𝐚𝐭 𝐈 𝐋𝐞𝐚𝐫𝐧𝐞𝐝:

- 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐥𝐨𝐯𝐞 𝐬𝐩𝐞𝐞𝐝 (even if it’s a bot at first).

- 𝐍𝐨𝐭 𝐞𝐯𝐞𝐫𝐲 𝐪𝐮𝐞𝐫𝐲 𝐧𝐞𝐞𝐝𝐬 𝐚 𝐡𝐮𝐦𝐚𝐧 (saves hours/week).

- 𝐘𝐨𝐮 𝐜𝐚𝐧 𝐚𝐮𝐭𝐨𝐦𝐚𝐭𝐞 𝐰𝐢𝐭𝐡𝐨𝐮𝐭 𝐥𝐨𝐬𝐢𝐧𝐠 𝐭𝐡𝐞 "𝐡𝐮𝐦𝐚𝐧 𝐭𝐨𝐮𝐜𝐡."

🤔 𝐂𝐮𝐫𝐢𝐨𝐮𝐬 𝐡𝐨𝐰 𝐢𝐭’𝐬 𝐬𝐞𝐭 𝐮𝐩?

I’m happy to share details, just real talk about what worked (and what didn’t).

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