Hey Makers
Are you facing the daunting challenge of managing customer interactions? Specifically handling incoming leads or sharing product updates without automated communication systems. Slower response times, missed opportunities to engage with customers, and inconsistent product updates can make the process frustrating and inefficient.
All these problems can be avoided with a powerful solution from Justine, Customer Success Lead at OpenPhone, who stepped in to save the day. Whether you are in Sales, Customer Success, or Marketing, this solution will save you time and effort.
This solution lets Justine close deals faster, assist customers, nurture positive brand advocates, broadcast product launches, and update large contact lists!
What apps and tools did Justine use to get the solution running?
What are the benefits of the solution?
- 15+ hours saved per week
- 30% increase in conversion rates
- 25% increase in positive feedback and testimonials from customers
Keep reading to dive deeper!
What problem were you trying to solve with your automation?
We needed to address three core challenges:
- Proactive outreach for new incoming leads – Speeding up communication so prospects don’t lose interest.
- Proactive replies to customer reviews – Responding quickly to positive and negative feedback to nurture strong customer relationships.
- Informing customers about new launches and updates – Sending timely, personalized product announcements at scale
Why did the problem exist?
Customers were juggling thousands of incoming leads, reviews, and existing relationships without a straightforward way to manage or automate communication. Because we didn’t have an official Make integration, teams had to rely on manual processes or patchwork solutions. This caused:
- Delayed responses to new leads (costing potential deals)
- Missed opportunities to engage with happy customers who might provide testimonials
- Inefficient updates about new products or features, draining time and resources
How did you solve the problem? What does your solution look like?
We built an official OpenPhone + Make integration to create automated workflows. Here are three scenarios:
1. Proactive outreach for new leads (Typeform + OpenPhone)
- Trigger: A prospect fills out a Typeform survey
- Action: Make automatically creates a new OpenPhone contact and sends a personalized text message
- Why it helps: Immediate engagement keeps you top of mind and increases conversion rates, while including consent/opt-out language ensures compliance.
2. Proactive replies to customer reviews (Survicate + OpenPhone)
- Trigger: A new feedback form is submitted through Survicate
- Action: Make routes responses based on whether feedback is positive or negative; sends a follow-up text or email accordingly
- Why it helps: Encourages delighted customers to provide testimonials or referrals, and quickly addresses unhappy customers before issues escalate.
3. Bulk customer updates and launch announcements (Google Sheets + OpenPhone)
- Trigger: A Google Sheet with a list of recipients is updated or marked
- Action: Make automatically sends out personalized text messages through OpenPhone in batches
- Why it helps: Keeps everyone informed about product launches, promotions, or important updates without manual, repetitive tasks.
What did your solution achieve?
- Reduced manual effort: Automates up to 90% of outreach tasks, saving teams an average of 15+ hours per week.
- Faster lead response times: Cuts response times from hours to under 5 minutes, increasing conversion rates by up to 30%.
- Improved customer engagement: Personalized follow-ups and updates lead to a 25% increase in positive feedback and testimonials.
Justine, the brain behind this solution
Helpful resources
Google Sheet guide in our Help Center