Why do we need to automate the customer care process?

In business, not all customers buy right away. They need to be advised, reminded, and cared for to gradually come to a decision. For small businesses, manually tracking each customer is almost impossible: easy to miss, slow response, lost sales opportunities.

In reality, many shop owners, startups or SMEs have encountered the following situation:

• Forgotten consultation appointments.
• Delayed or missing follow-up emails.
• Reminder messages are not sent in time for interested customers.

This is the reason Automations become a mandatory tool if you want to operate neatly and efficiently.

Automations in GTG CRM - Solution for SMEs

GTG CRM offers features Automations to help small businesses:

• Automate customer care scenarios.
• Ensure customers always receive the right message, at the right time.
• Save 15 hours per week compared to manual work.

The highlight of Automations is that it is easy to use, intuitive, and suitable for even newbies

• Drag-and-drop scenario creation: No need to code, just select the condition (e.g., customer fills out form to leave information) → attach action (send welcome email or send welcome message).
• Personalize messages: Instead of sending the same content to everyone, workflow allows you to set up your own scenario based on customer behavior. Example: The customer does not respond after 3 days → the system assigns the staff to call directly.
• Save time & manpower: once setup, the system runs automatically 24/7, you just need to monitor the report.

Real-life situation

You are the owner of a small spa. Every day, dozens of customers register for treatment consultation through the form on the website. If you do it manually, you have to:

• Check the form → send a thank you email.
• Schedule a consultation via text message.
• After 2 days, send another reminder message.
• If the customer does not respond, assign an employee to call.

With Automations in GTG CRM, everything is automated according to your settings:

1. When the customer fills out the form, the system automatically sends a thank you email with a brochure.
2. After 1 day, if the customer has not responded, the system will send a reminder message schedule.
3. After 3 days, if still silent, workflow will assign customer service staff to call directly.

Everything happens automatically, no need for you to remember or do manual operations.

Benefits for small businesses

• Don't miss out on customers: every lead is nurtured.
• Save time: instead of manual repetition, you focus on growing your business.
• Increase conversion rates: customers are taken care of at the right time, on the right channel, with the right message.
• Increase customer experience: consistency makes customers feel more professional and trustworthy.

Conclusion discussion

Automations are not just “faster” tools, they are a quantum leap in the way SMEs care for their customers. With GTG CRM, you can easily create smart care scenarios, automate processes and ensure you don’t miss any customers.