How GoodLiving Transformed Customer Support with Smart Automation
Client Background
- On-site consultations and site surveys
- Professional installation services
- Timely repair and maintenance support
- A dedicated after-sales service structure
Challenges
High Volume, Limited Hands
Customer inquiries kept rising, but with limited staff available on certain days, responses and assignments were often delayed.
Manual Lead Assignment
Without an automated system, leads weren’t assigned based on availability, causing confusion and missed opportunities.
Missed Follow-Ups
No structured follow-up process meant many potential buyers dropped off without receiving timely engagement.
Untracked services
Service requests like surveys, repairs, and installations were untracked, as they weren’t linked to any central CRM.
Solution
ChatGPT-Powered Chatbot
Custom CRM Pipeline Design
Set up a detailed lead pipeline inside ihakimi CRM with stages like:
- Follow-Up 1 → 4
- Future Follow-Up
- Site Survey
- Purchased
- Repair
- After-Sales Service
More Benefits
Smart Auto-Assignment Logic
Leads are now automatically assigned to the correct employee based on their working schedule. This ensures even on single-staff days, workload remains manageable.
Task and Note Automation
When human input is needed:
The chatbot automatically creates a task and note for the responsible user. Ensures nothing is missed and follow-ups happen on time.
Implementation
Chat Integration
A GPT-powered assistant was trained on their specific FAQ and brand tone to handle customer queries naturally.
CRM Set-Up
ihakimi was customized with multiple lead stages and automation rules personalized to GoodLiving’s workflow.
Training & Support
Hands-on guidance was provided to onboard the team and ensure smooth daily operations with the new system.
Results
Quick Response
Customer queries were answered instantly using a chatbot integrated with ChatGPT.
Automated Lead Assign
Leads were auto-assigned based on team availability and predefined working schedules.
Consistent Follow-Ups
A 4-stage follow-up process ensured timely engagement with every potential lead.
Service Tracking
Surveys, repairs, & after-sales services were managed directly within the CRM system.
Better Team Productivity
Workloads were distributed fairly across team members based on working day logic.
Higher Lead Conversions
Leads were nurtured effectively and resulted in more successful deal closures recorded.
Better Data Visibility
A centralized CRM dashboard gave clear insights into all lead and service activity.
Customer Engagement
Conversations felt personal, while automation helped scale support without extra effort.
Key Data Analysis
- 98.3% Lead Engagement Rate: 98% leads were processed through the pipeline.
- 88–93% Retention in Follow-Up Stages: Most leads stayed engaged through the first 2 follow-ups.
- Improved Lead Journey & Conversions: Leads were nurtured better, with more converting at the right stage.
- Organized Service Tracking: Site visits, repairs, and after-sales were all tracked in one place.
- Automated Workflow & Visibility: Follow-ups ran automatically with clear, real-time lead updates.
Lesson Learned
OpenAI/ChatGPT Integration is practical and effective for service-based businesses.
Custom CRM setups are far better than one-size-fits-all platforms.
Follow-up structure and timing are critical for conversion success.
Automation doesn’t replace humans; it empowers them to focus on what matters.