How to Automate Customer Support with

Let’s face it: your customers have neither the time nor the inclination to send an email and wait for hours before they get solutions to their problems. No, they want answers, and they want them as soon as possible. 

This is where automation comes in. Based on our experiences with customers, customer support automation injects speed and efficiency into your customer support. As a result, you get to delight your customers! 

So, with that in mind, let’s look at how you can automate your customer support with

Why Automate Your Customer Support?

There are several benefits to automating your customer support, and a few worth highlighting include:

  • Increased efficiency. When you automate parts of your processes, your customer support will be more efficient. This means your team will deal with issues faster and save more time to deal with more complicated issues.

For example, the Community Health Impact Coalition (CHWIC) used to automate ticketing and assignments and keep track of remediation.

“Before we started using Sheet.Best, we relied primarily on WhatsApp to receive and deal with user-reported technical issues. This was overwhelming for our team and end users since it was challenging to track requests and notify users when their issue had presumably been resolved.”

Once they automated their customer support with, CHWIC’s teams resolved issues faster and made their customers much happier!

  • Reduces cost. It’s simple; when your teams are more efficient, they’ll get more done in less time. This helps you reduce costs in the long run. 
  • More options. When you automate your processes, you’ll be able to give your customers more options. For example, you can expand your customer service touchpoints by implementing self-help and chatbot options. 

B4B Company used to build intelligent chatbot conversation databases, reducing the time they and their clients had to spend configuring the databases:

“All our bots are more intelligent. They can send and get data from Google Sheets, transforming a simple query into a rich conversation with the users.”

Instead, they can now focus on running the business while the chatbot DB makes every customer feel fully taken care of!

  • Saves customers’ time. Automation not only helps you save your team’s time, but you can save your customers’ time. They won’t have to set aside time dedicated to solving a problem. They can do it at work, between meetings, or even in front of the TV. 
  • Improved customer journey. Finally, when you give customers more options, save their time, and solve their problems more effectively and efficiently, you’ll deliver far better customer journeys.

What Can You Automate in Customer Support?

Now that we’ve seen why you should consider automating your customer support, let’s look at some of the things you’ll be able to automate with

Self-Service Customer Support

One of the most popular use cases for automation in customer support is self-service customer support help desks. These typically take the form of a knowledge base where customers can find answers to their questions and solutions to their problems. 

Slack help center knowledge base example
Slack does a great job of reducing their customer support team’s workload with a detailed knowledge base!

They can also incorporate other features like chatbots and email capabilities. 

The major benefit of these self-service helpdesks is that they’re always available. So your customers don’t have to send an email or message and wait for a reply. In turn, this helps you deliver stellar customer experiences. 

Customer Onboarding

Customer onboarding can be challenging, especially if you’re selling a software product that’s delivered online. 

When you automate your customer onboarding processes, you can guide customers through every step of installing, configuring, and using the product in the application or on an external platform. 

The bonus is that this can be done without any human intervention. This means that customers can subscribe and start using the product 24/7. 


There’s a reason chatbots are becoming so popular when it comes to delivering exceptional customer experiences. Simply put, they help customers solve their problems without waiting to speak to a customer support agent or trawling through pages and pages of support documentation. 

They just need to type their question and get a list of relevant answers instantly. 

Hubspot's chatbot example to automate customer support
Let the chatbots handle generic questions and qualification while your team focuses on upselling and closing!

As such, they eliminate friction in the customer support process and help you keep customer satisfaction high. 

👉 Need inspiration? Discover how B4B Company automates chatbot data collection and conversations with

Support Ticket Management

Finally, you can also automate your support ticket management without paying exorbitant fees for popular ticketing providers. 

When you do, everyone across your entire business can always see what steps have been taken to resolve an issue and how far it’s from resolution. 

This is especially helpful when you’re working with a larger support team, where different people will deal with the same issue at different stages. 

👉 Need inspiration? Learn how CHWIC automates their ticketing and resolution with

How to Automate Customer Support with

You now know what you can automate when it comes to customer support and why you should. So, let’s go through the steps you’ll need to follow to automate your customer support with 

Step 1: Decide what you want to automate

The first step is to decide what you’d like to automate. To do this, you’ll need to carefully consider your customer support processes and determine where inefficiencies lie

How to identify process bottlenecks to automate your customer support
Look for tasks and activities where your team spends too much time performing repeated processes. You’ll have found your automation candidate!
Source: KissFlow

Once you’ve found these inefficiencies, you’ll need to figure out how they can be automated. Map out the tasks needed to complete the activity and identify repetitive areas you can automate.

For example, your support agents may do a lot of copy/pasting with their answers. This is a clear sign that a chatbot with a good conversation database could replace them.

Once you’ve identified these, you can decide which you’d like to automate.

For example, you can easily automate the most frequent questions about your products and services that don’t require the human touch. Your agents can instead focus on supporting customers who have detailed questions and need tailored help. 

Step 2: Populate your Google Sheet 

Next, once you know what you’d like to automate, you can start populating your Google sheet

How you do this will depend on what you’re automating. 

For example, when you’re creating a self-service helpdesk, you might populate your sheet with subjects in one column and related topics in another. 

Likewise, if you’re creating a chatbot conversation database, you might have questions in one column and answers in another. 

Either way, no matter what you’d like to automate, you must make sure to prepare your spreadsheet properly

Step 3: Create your API

Once you’ve populated your spreadsheet, you can use to create an API. 

On the New Connection screen, you’ll first give your connection a name. Let’s assume you name your API Customer Helpdesk

You’ll then select the Origin, which, in this case, will be a Google Sheet. Finally, you’ll paste the Connection URL in the text box provided. 

To get this URL, you’ll share your sheet like you normally would when sharing spreadsheets with others.  

Step 4: Use your API

Finally, once you’ve created your API, you can use it in the tool or platform you’re using. 

For instance, when creating a self-service helpdesk, you’ll likely use your API to display data in a web or mobile application. 

This will also be the case when using your API as a chatbot database. 

Fortunately, with, you can use your API anywhere. 

Are You Ready to Start Delivering Phenomenal Customer Experiences?

Maybe you can’t change the world with a spreadsheet and an API, but you can change how you do business. Trade frustrating wait times for efficiency that keeps your team focused on providing exceptional customer experiences.

Explore’s plans or get in touch with us (within your dashboard) to build the plan that supports your team!

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