ANDLANE v2.1

↳ support · service

Customer service automation — every follow-up, every review, every chance.

Follow-ups that don't fall through. Triage that routes. Reviews that arrive. Without anyone remembering to send them.

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Overview

Why automate this, exactly?

Small businesses don't lose customers to bad products. They lose them to silence — the follow-up that nobody sent, the support ticket that got buried, the renewal email that never went out, the unhappy customer who left a review you didn't see until it was on Trustpilot. Andlane builds customer service automation that closes the gaps between what you mean to do and what actually gets done. Post-purchase and onboarding sequences that ladder a customer from purchase through to repeat. Ticket triage that classifies incoming support requests by urgency and routes them to the right person. Review and feedback request flows that fire at the right moment (right after a great experience, not three weeks later). Churn-risk alerts that watch your usage data and ping you before a customer leaves quietly.

What we'll build

Four pieces that work together.

Each one is useful on its own. Stacked, they remove a category of work from your week entirely.

build
01 / piece

Post-purchase & onboarding sequences

Multi-step flows that walk customers through their first 30 days — welcome, setup help, first-value check-in, feedback ask, repeat-purchase nudge. Sent by email, SMS or WhatsApp, triggered by customer behaviour.

build
02 / piece

Ticket triage & routing

AI classifies incoming support requests by urgency (refund request, technical issue, sales question, FYI), routes to the right team member, and pre-drafts a response based on past similar tickets.

build
03 / piece

Review & feedback request flows

Asks for a review at the moment of peak customer satisfaction — usually 3 to 14 days post-purchase or post-service. Multi-channel (email, SMS, WhatsApp), with smart routing to public platforms for happy customers and direct feedback for unhappy ones.

build
04 / piece

Churn-risk alerts

Watches your usage data (login frequency, feature adoption, support ticket sentiment) and pings you when a customer's behaviour suggests they're about to leave — early enough that you can actually do something about it.

In practice

What it looks like in a real business.

A real-world scenario ↘

A small SaaS team was losing customer renewals because nobody followed up after onboarding calls. The product worked, the customers were happy on the call, then six weeks later they'd silently lapse. We built post-call automation: meeting transcript captured automatically → AI summary generated → CRM updated with action items → personalised follow-up email drafted in the rep's voice and queued for one-click send within 5 minutes of the call ending. We also added a 30-day check-in flow and a 60-day satisfaction survey. Their renewal rate went up 23 percent in three months. They didn't change the product, the price, or the sales team — they just stopped dropping the ball after the call ended.

Tools we plug into

Plays nice with the tools you already use.

If yours isn't on this list, ask — we can almost certainly work with it.

Zendesk Intercom Front HubSpot Service Help Scout Crisp Slack Microsoft Teams Stripe Mailchimp Klaviyo

Common questions

About customer service automation.

How is this different from just setting up Mailchimp sequences?
Mailchimp sequences are calendar-based and content-only — same email goes to everyone on day 7, regardless of context. We build behaviour-based, AI-personalised flows that adapt to what the customer has actually done, with content drafted specifically for their situation.
Will customers feel like they're getting auto-messages?
Only if it's done badly. Done right, personalisation is so specific and well-timed ("hey, I noticed you set up your first invoice last Tuesday — how did the client receive it?") that customers can't tell. We always include a real human reply path so customers can respond and reach you.
Can you integrate with my existing helpdesk?
Yes. We work with Zendesk, Intercom, Front, HubSpot Service, Help Scout, Crisp, and most major helpdesks. The triage and drafting layer sits on top of whichever tool you already use.
What about negative reviews — can the system handle those?
The review flow routes happy customers to public platforms (Google, Trustpilot) and unhappy customers to a direct feedback channel where you can solve their issue before they post publicly. Combined with sentiment alerts, this drops your public 1-star rate significantly.
How do churn-risk alerts actually work?
We define a churn-risk score based on signals specific to your business — login frequency, feature usage, support ticket sentiment, response time to your emails. When the score crosses a threshold, you get a Slack/email alert with the at-risk customer and suggested intervention. Typical alerts fire 14 to 30 days before churn.
Ready when you are ↘

Start small. Start with a call.

Tell us what's slowing you down. We'll tell you, in plain English, whether and how we can automate it. Free, 15 minutes, no pitch.

  • Free 15-min call
  • £250 audit option
  • Fixed quotes
  • No long contracts
£250
audit · fixed · one-off
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