Client Request and Vision
The client, an Internet Service Provider (ISP), approached us with the need for a unified customer support system capable of handling customer interactions from multiple communication channels – namely email, phone calls, and WhatsApp.
The client’s vision was to ensure that customers could reach out for support through their preferred medium and receive fast, consistent, and intelligent responses. The ISP wanted the entire process to be automated, from ticket creation to support agent notification and interaction logging, to minimize human intervention and streamline their support operations.
AI-powered tools to intelligently manage
customer inquiries and provide consistent,
context-aware responses.”
Understanding the Client’s Needs
After detailed discussions with the client, we identified their key requirements:
Mapping Out the Solution
We started by creating a workflow map that outlined how each communication channel would integrate into the customer support process. We defined the key stages of interaction—from receiving a customer inquiry to ticket generation, AI-powered responses, logging interactions, and support agent notifications. The workflow was designed to seamlessly connect each channel into a unified support pipeline.
The Solution
To bring the client’s vision to life, we designed and developed a Make.com scenario that automated the entire customer support process. Here is a breakdown of our solution:
What We Created in Make.com
- A fully automated, multichannel support system capable of handling emails, phone calls, and WhatsApp inquiries seamlessly.
- AI-powered responses using Dialogflow and OpenAI to intelligently respond to customer messages, ensuring quick and consistent replies.
- A logging mechanism in Airtable that keeps a complete record of all customer interactions, providing valuable data for monitoring support quality and analyzing response times.
- A workflow that efficiently notifies support agents, ensuring they are alerted to new tickets immediately, which helps reduce response times and improve the overall customer experience.
Conclusion
The solution we provided not only met but exceeded the client’s requirements. The multichannel integration allowed customers to reach out via their preferred medium, while AI-driven responses ensured that customers received consistent and timely help. The logging and notifications improved internal efficiency and enabled the ISP to monitor support performance in real-time.
The client has reported a significant improvement in response times, a reduction in manual workload for the support team, and increased customer satisfaction. The ability to have a centralized log of all interactions also allowed the client to better understand their customers’ needs and improve their service offerings.
