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Customer experience automation

We also automate the routine work after a sale, such as welcome messages, standard replies, review requests and the message to a customer who has stopped buying.

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After the sale, most contact still happens by hand

Someone types every welcome message, and review requests go out when somebody remembers. A lapsed customer goes unnoticed until the revenue has gone. Routine replies eat into campaign time.

We tie each step to a CRM event. The welcome goes out when the deal closes and the review request when the invoice is paid, so the team handles only the exceptions that need judgment.

What we automate

Customer onboarding

The Automation

When a deal is marked won in the CRM, we send the welcome with next steps and who to contact, and an intake form collects the contract details.

The Result

New customers stop calling to ask what happens next. Nobody types the same details twice.

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Chatbots and AI assistants

The Automation

We add an assistant to the site and the inbox that answers questions on hours, pricing, order status and booking from an answer bank the company has approved. Anything else goes to a person with the transcript attached.

The Result

Customers get an answer at any hour.

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Customer support

The Automation

We route every email, web form and chat request into one helpdesk, which tags it by topic and acknowledges it with an expected reply time. Templates answer the standard cases and a named person takes the rest.

The Result

Nothing sits unanswered in a personal inbox, and response times show in one place. Support hours go to the cases no template covers.

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Review requests

The Automation

The review link goes out when the invoice is paid or the job is done, with one reminder if nothing appears. After a strong review we ask for one introduction.

The Result

Reviews build up because every job ends with a request. Only customers who have just praised the work are asked for a referral.

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Feedback collection

The Automation

We send a short survey after each job. A good score leads to the review request, and a poor one goes to a person for a call. New public reviews arrive with a drafted reply and a flag on low ratings.

The Result

The survey catches problems before they become public reviews.

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Upselling and cross-selling

The Automation

We pick the next offer from purchase history and send it by email or SMS. The accessory follows the main purchase, the higher tier once usage reaches the limit.

The Result

Existing customers get the next offer when it becomes relevant. Nobody builds a one-off campaign.

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Retention

The Automation

When a service or renewal is due, we send a reminder with a booking link, and the team gets a task if nobody has booked.

The Result

Repeat work gets booked from the record.

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Reactivation of lapsed customers

The Automation

We set the CRM to find customers whose repeat purchase is overdue. Each gets one message saying what is still on file, such as a quoted price, and how long it holds. No reply alerts the team.

The Result

Lapsed customers surface while there is still time to win them back.

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Deliverables

A map of every post-sale step done by hand, by whom and how often
Five baseline numbers, taken before the build and again at day thirty
The automations, documented and connected to the CRM, helpdesk, forms and messaging tools
An approved answer bank and message templates in the company's voice
A dashboard of response times, review counts, survey answers and reactivation replies
A handover session, after which the team adjusts the system itself

Where it applies

New customers hear nothing between signing and the start of the work
Support requests land in several inboxes
Review requests go out now and then, so most jobs produce none
Most of a large database has had no contact in twelve months
Renewals and repeat purchases depend on the customer remembering

Client results

Growing organisation

How an outreach team stopped losing replies across four inboxes

Real answers were sitting among auto-replies, bounces and unsubscribes.30 min to every replyRead the case study

The challenge

Replies to the client's outreach arrived in four mailboxes, beside call notes and team chat, and real answers sat among auto-replies, bounces and unsubscribes.

The solution

We set every mailbox to be checked each 30 minutes, with rules tested on 67 real messages that tell real replies from the noise.

The impact

Every real reply now reaches the right person within 30 minutes, and four inboxes, calls and chat arrive as one morning list.