Beauty salon

In the salon, sales work was not separated into a separate process. New applications were processed according to the residual principle - by the administrator or the foreman in between clients. The conversations were formal in nature and most often boiled down to an offer to sign up. After the answer "I'll think about it", further work with the client, as a rule, was not conducted. In the best case, a link to the promotion was sent. Working with the existing customer base was irregular. Reminders about repeat visits were sent randomly or not at all. Some of the regular customers gradually dropped out of communication. As a result, the salon lost revenue both on new requests and on repeat visits.

To standardize the process, a robot was introduced that took over the primary contact with all new applications. The robot's dialogue was built around identifying customer needs and explaining salon services, not just recording. If the client did not make a decision right away and went into the "I'll think about it" status, the communication did not stop. The robot connected a chain of subsequent taps with useful content and reminders. In parallel, the robot was used to work with the current customer base. He sent reminders about repeat visits, congratulations and personal suggestions according to the set rules. Communication was conducted as planned, without mass mailings and manual work on the part of employees.

After the implementation, all new applications were processed according to a single scenario. The share of leads who returned to the record after the "I'll think about it" status was about 40%. The volume of "sleeping" clients in the database was reduced by about 30% due to regular reactivation. Administrators and foremen were removed from the sales process and focused on customer service.

The robot is used as a standard tool for initial contact, fall-ups and working with the customer base.