Customer meeting, 21 november

1 Nov. SMS-confirmation

A customer books an appointment with your company and receives a confirmation SMS cointaining time, date and place for the meeting. The meeting is booked on 21 feb.

20 feb. SMS-reminder

An SMS-reminder is sent to the customer’s cell phone, urging the customer to confirm by replying to the SMS-reminder.

Reply-SMS:

The customer can confirm by textint “ok” in the reply SMS to confirm the appointment. The customer can also be given the option to cancel the meeting by this reply-SMS.

The syntax for the SMS-confirmation can be customized. For example, the reply-SMS can be written as “ok”, “1”, “2” or “a” etc.

SMS waiting list

If a customer cancel a meeting in a reply-SMS the solution can automatically trigger SMS-requests to customers in a waiting list. The waiting list contains customers with booked appointments a long time ahead from now. A SMS-request is sent, one by one, to this waiting list until one customer has accepted this earlier appointment. When a customer accepts to move an appointment forward this is registred automatically in the calender.

This dialogue can be made over SMS and/or IVR (Interactive voice response).

The result

To automatically communicate with your customers in this manner increases their engagement and the probability that they will show up at the appointment. In addition, you will experience increased customer satisfaction among those customers getting the option to have the appointment earlier in time.