The problem
Manual bookings, missed calls, overloaded staff.
Solution
AI system for recording via WhatsApp + integration with calendar and payment.
Result
- The number of bookings for treatments has doubled
- Reducing the cost of CPL by 2 times
- 40% increase in customer satisfaction
How it works
Automating the customer registration process can dramatically increase salon capacity and reduce the cost of CPL. Contrary to popular belief that chatbots only collect contacts, in fact, a smart bot can completely replace manual booking by automatically selecting free slots and synchronizing them with the company's CRM.
Many companies believe that in order to increase the efficiency of a beauty salon, more operators are needed who manually process each request, check the schedule of the masters and agree on a convenient time with customers. It is a common myth that chatbots can only record requests, but are unable to classify and manage records, and take into account the availability of specialists in real time.
Challenge
When introducing automation to customer service in a beauty salon, we found that a well-configured booking system frees employees from routine work, speeds up the recording process and reduces the number of inconsistent slots, thereby increasing conversion rates in appointments for procedures. The project started in the fall, and within a few days it became clear that our bot not only automatically offers customers affordable time options, synchronizes with CRM and reduces the likelihood of errors, but also reduces the cost of CPL. This made it possible to increase recording efficiency without increasing the ad budget.
We set goals
The task that the cosmetology center set for us at the first meeting seemed simple: to increase the number of appointments for procedures. However, we tried not only to increase conversions, but also to make the process as simple and understandable as possible for all participants. At the same time, it was important to keep the advertising budget at the same level and strengthen the company's image as a modern and customer-oriented business.
Action plan
Our approach was to integrate an automated recording system that interacts directly with potential customers. We literally “pierced” the customer's entire journey — from the first request in an ad to the final confirmation of the visit in the center — with a single chain of touches. Everything is done so that the user receives an answer in a convenient channel, and the company does not have to spend additional resources on manual operational labor. The simplicity of the solution ensured that the team would quickly master the new system, and customers would receive fast and friendly service.
We understood that trust and a sense of security are especially important for the cosmetology industry. Therefore, communication was based on individual requests: a potential client does not just show interest, but immediately receives answers to their questions and sees that they are ready to pay attention to him. The new system's UTP is a quick, affordable and accurate recording of procedures without the need for long waits or repeated clarifications. We managed not to even ask for a phone number on Whatsapp, making this question automated as well.
First results
In the first days, recording conversion rose from 15% to 31%, and the number of procedures performed daily increased from 43% to 89%, without additional investments in advertising. Thus, we not only achieved our goal, but also reduced the final cost of CPL throughout the funnel. The results achieved remain stable, as the automated system continues to operate in the same mode, helping the company maintain a high level of service and maintain a constant flow of customers.
The result
We not only increased conversions, but also significantly strengthened our brand while maintaining our advertising budget. This is a good example of how properly configured automation can change the face of business and make it more competitive in the services market.
It is also important that the client and business customer data were located in the BigDuck.ai panel of our development, on a separate dedicated server.
Math
Before implementing automation:
results
- 252 dialogues/day;
- Processing by 2 operators;
- The conversion rate is 15% (38 leads).
expenditures
- Advertising: $151.2 per day ($252 × $0.6);
- Operators and others: $45 per day ($1000/22 days).
Total
- $196/38 leads = $5.15 per lead
After implementing automation:
results
- The conversations are processed by a chatbot;
- The conversion rate is 31% (78 leads).
expenditures
- Advertising: same $151.2;
- The cost of our software: $1 per lead ($78);
Total
- $229.2/78 leads = $2.93 per lead
Thus, CPL fell from $5.15 to $2.93!
And this result not only met but also exceeded the Customer's expectations.