Automation Case Study: Automated Customer Service, Payments, and Refunds Center
We've all had this experience.
Unexpected customer inquiries force you to stop what you're doing and respond, breaking your flow. This is fine for a day or two, but when it piles up, it becomes truly stressful.
Especially if you're a CEO or a hands-on worker, you know how frustrating it is to 'not be able to properly focus on work,' and how it directly impacts company growth.
Are customer inquiries the only problem? When payment requests and refund requests come in constantly, your workflow gets interrupted and time flies as you try to refocus.
And the important thing is that these repetitive tasks consume enormous time and energy.
Hmm...
Company D, carrying these concerns, reached out to us.
"We want to automate our customer service, payment, and refund processes."
Company D was communicating with customers through LINE, and they had the following problems:
- When a customer left an inquiry, someone had to respond individually
- When a payment request came in, they had to manually verify payment processing each time
- Refund requests also had to be received separately and processed manually
The problem was that delayed responses sometimes caused customer loss, and repetitive tasks were draining the time and energy that should have been spent on truly important work.
In fact, many companies face this problem.
You might think 'isn't this just something you have to do?' But what the CEO and employees really need to be doing isn't 'waiting for customer inquiries' — it's building better services and growing the business, isn't it?
What Are the Steps for Customer Service, Payment, and Refund Automation?
We automated the entire process from customer service to payments and refunds.
Let us show you the process now.
First, we set up the LINE API to implement chatbot-like functionality for basic customer service within LINE.
Then we used MAKE to build a system that automatically responds based on each situation.
Specific MAKE Scenario
1. Search for customer information and if no info exists, send a new information input form.
② Check customer info for that ID
③ MAKE module structure that sends new customer info input form
2. Search for the customer's card information and send card registration and charging forms. No card? Send a card registration request.
② When customer wants to register a card, send card linking form
③ When customer wants to charge the card, send charging form; if no card, send card registration request — MAKE module structure
3. When a customer sends a refund request, send refund guidance and transaction history.
① Check balance and provide refund guidance at the appropriate exchange rate
② MAKE module structure that sends refund transaction history
- Tally Forms + LINE + MAKE Integration
When customers want to make payments or charge their cards, we used Tally Forms to collect their information.
Information entered in these forms is automatically processed, with customer data managed and card registration handled seamlessly.
Tally Form Structure
....Let us explain briefly!
As shown above, when a customer fills out the Tally form sent to them, customer/card/charging information is registered as data, and upon form submission, a notification is sent via LINE.
What's the Final Process?
- When a customer inquiry comes in, customer information is automatically registered/verified
- When a customer wants to pay — payment form auto-sent, automatic notification after payment
- When a customer wants a refund — auto balance check, approve refund and it's done! Auto notification included
The point is that the only manual step here is refund approval!
Company D Can Now Save 94% of Time and Costs
Now Company D no longer needs to keep notifications on and wait around for inquiries to come in.
From customer registration to payment notifications and refunds, everything proceeds without human intervention.
The only thing a person needs to do is press the refund approval button once. Everything else flows automatically.
Running the numbers, based on about 5 inquiries per week, spending 5 hours per week on responses and data organization meant 260 hours wasted per year.
Converting to minimum wage, that's 2,607,800 KRW in labor costs saved.
In contrast, the MAKE automation platform costs about 155,964 KRW per year.
By simple calculation, work costs and time were reduced by 94%.
At just 6% of the original time and cost, the same work can be handled more accurately and faster.
Waiting for and guiding customers — it's important, of course.
But if you try to do everything within limited time and resources, you'll end up missing the important stuff too.
Automation isn't just about 'making things easier.'
It's a choice to focus on the work we really need to do.
Reduce repetitive busywork,
don't lose customers,
and help the CEO and team immerse in essential work.
That's the wisdom we can take from this case study.
It's not just about saving time,
but about gaining the freedom to make more important choices with that time, isn't it?