Role-Based Programme
RB0817

Make.com for Customer Service & Customer Success

Automate Support, Customer Journeys & Success Operations

IMAGE REQUIRED
Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational capability in using Make.com to automate customer-service and customer-success workflows across connected systems.
  • Create automated processes for request capture, ticket routing, follow-ups, escalations, onboarding, and customer-status updates.
  • Connect support, CRM, email, collaboration, and customer-success applications to reduce manual handoffs.
  • Apply AI-assisted workflows for summarisation, classification, response preparation, and customer-context analysis.
  • Implement validation, exception handling, approvals, privacy controls, and human oversight for customer-facing automation.

Tools covered

Make.com Scenario BuilderTriggers & ActionsRoutersFiltersWebhooksSchedulingData StoresApplication IntegrationsMake AI AgentsError Handling

Who should attend

  • Customer Service Managers
  • Customer Success Managers
  • Customer Support Professionals
  • Customer Success Executives
  • Customer Experience Professionals
  • Customer Operations Professionals
  • Technical Support Professionals
  • Client Success Managers
  • Account Success Managers
  • Service Delivery Professionals
  • Customer Support Team Leads
  • Customer Success Operations Professionals

Prerequisites & Participant Readiness

  • Basic understanding of customer-service or customer-success workflows
  • Familiarity with tickets, customer requests, follow-ups, onboarding, or CRM activities
  • Basic awareness of support, CRM, email, and collaboration applications
  • No programming expertise required
  • Basic understanding of workflow logic is helpful
  • No previous Make.com experience required

TOC Modules

Concepts
  • Understanding scenarios, modules, triggers, actions, and scenario execution
  • Identifying repetitive activities across customer support and customer-success operations
  • Understanding automated workflows versus activities requiring human interaction
Practical activities
  • Exploring Make.com through a sample customer-service scenario
  • Building a basic Customer Request → Action → Notification workflow
  • Reviewing scenario execution and transferred customer data

Scenarios

Customer Support Request to Resolution

Customer Request → Support Channel → Make.com → Classification & Priority → CRM / Ticket Update → Support Owner → AI-Assisted Brief → Human Response → Resolution

Participants automate the operational steps surrounding a customer request while retaining human ownership of customer communication, diagnosis, and sensitive decisions.

Customer Risk Signal to Proactive Success Action

Support / Customer Data → Make.com → Risk Condition → AI-Assisted Summary → Customer Success Owner → Human Review → Proactive Follow-Up → CRM Status Update

Participants build a proactive customer-success workflow that identifies defined warning signals, provides useful customer context, and prompts timely human intervention.

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