Modern IT service providers frequently receive inquiries from potential clients through their website’s contact forms. These queries often include recurring questions about hiring technical talent—such as developer availability, pricing, and skills.
As these inquiries grow in volume, responding manually to each message becomes time-consuming and error-prone. To maintain professional communication while scaling support, the need for an intelligent, automated solution becomes critical.
The client is a U.S.-based IT services provider specializing in software development, automation solutions, and remote technical staffing. Their client base includes startups, enterprises, and digital agencies who rely on them for on-demand access to skilled developers. With a focus on fast onboarding and technical quality, the company’s reputation is built on responsiveness and reliability.
With dozens of inquiries coming in each week, the team found it difficult to respond quickly and accurately to every message. Many questions were repetitive but still required personalized responses. Manual handling led to delays, uneven tone in replies, and the risk of missing high-value leads. The company needed a smart, scalable solution that could maintain professionalism without requiring human intervention every time.
Manual replies led to delayed responses and slower client engagement
Varying response quality impacted professionalism and clarity
Support teams wasted time answering the same questions repeatedly.
Manual handling couldn’t keep up with increasing inquiry volume.
Using Make.com, a no-code automation platform, a workflow was built to manage the contact form submissions from the website. When a visitor submitted their query, the system would automatically send the message to an AI agent connected to a curated FAQ document hosted on Google Docs.
The AI agent reviewed the query, searched for matching answers in the document, and generated a clear, polite email in response. If the question matched the available content, the AI sent a detailed reply directly to the customer’s inbox. If the question was unclear or outside the scope of available information, the system responded professionally, requesting more details or directing the customer to live support.
This solution ensured that every customer received a quick and thoughtful reply while reducing manual work for the internal team.
This diagram shows how the email registration process flows after automation. It highlights each step the bot handles—from checking emails and verifying attachments to sending followups and logging everything for tracking. A simple way to see how the whole process runs smoothly without manual work.
80% reduction in response time.
Consistent answers across all support interactions.
Improved lead handling by responding faster and smarter.
Reduced workload for human support staff.
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