Why is customer service automation necessary?

In business, not all customers buy on their first try. They need advice, reminders, and follow-up to gradually make a decision. For small businesses, manually tracking each customer is almost impossible: it's easy to miss out, responses are slow, and sales opportunities are lost.

In reality, many shop owners, startups, and SMEs face the following situation:

• The consultation appointment was forgotten.
• Follow-up emails are sent late or incomplete.
• The reminder message was sent at a time when the customer was interested.

This is why process automation has become an essential tool for smooth and efficient operations.

Automations in GTG CRM - A solution for SMEs

GTG CRM offers automation features that help small businesses:

• Automate customer service scenarios.
• Ensure that customers always receive the right message at the right time.
• Save 15 hours per week compared to doing it manually.

The standout feature of automations is their ease of use and intuitive interface, making them suitable even for beginners.

• Create a drag-and-drop scenario: no coding required, just select a condition (e.g., customer fills out a form and leaves information) → assign an action (send a welcome email or send a welcome message).
• Personalize your message: instead of sending the same content to everyone, the workflow allows you to set up custom scenarios based on customer behavior. For example: If a customer doesn't respond after 3 days, the system assigns a staff member to call them directly.
• Save time and manpower: once set up, the system runs automatically 24/7; you only need to monitor the reports.

Real-life situation

You own a small spa. Every day, dozens of customers register for treatment consultations via a form on your website. If you do it manually, you would have to:

• Check the form → send a thank-you email.
• Schedule a consultation via text message.
• After two days, send another reminder message.
• If the customer doesn't respond, a staff member must be assigned to call them.

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

1. When customers fill out the form, the system automatically sends a thank-you email along with a brochure.
2. After one day, if the customer has not responded, the system will send a reminder message.
3. After 3 days, if there is still no response, the workflow will assign a customer service representative to call directly.

Everything happens automatically; you don't need to remember anything or do anything manually.

GTG CRM's Automation Workflow helps you set up automated customer care scenarios.

Benefits for small businesses

• No customer is left out: every lead is nurtured.
• Save time: instead of repetitive manual tasks, you can focus on business development.
• Increase conversion rates: customers are cared for at the right time, through the right channel, with the right message.
• Enhance the customer experience: Consistency makes customers feel more professional and trusting.

Conclude

Automations are not just tools to "get things done faster," but also a leap forward in how SMEs take care of their customers. With GTG CRM, you can easily create smart customer care scenarios, automate processes, and ensure you don't miss any customers.