Enquiries arrived through Instagram, the website and WhatsApp at all hours, and the clinic replied the next working day. By then many had booked elsewhere. They wanted every enquiry answered within minutes and turned into a consultation.
Three things kept going wrong, and each cost the business time, money or a customer.
Intake, booking and follow-up agents, connected to the systems the business already ran on, with approvals on anything irreversible and a full log of every action.
The clinic's enquiries arrived through four channels and were answered by whoever was free, usually the next working day. We connected all four to one agent, gave it the clinic's treatment menu, pricing rules and the questions it must not answer (anything clinical), and ran it alongside the team for a week of real enquiries before it replied on its own.
First replies now go out in a median of four minutes, at any hour. Consultations booked rose by half without any change in advertising spend, most of it from enquiries that would previously have gone cold overnight. Practitioners are no longer interrupted with pricing questions between patients.
'We were losing people between the DM and the diary. That gap is closed.'
Clinic owner
The practice's two receptionists were also running the front desk, so a third of calls went to voicemail at lunch and after 5pm. They wanted every call answered and every cancellation refilled, without hiring.
New enquiries sat in a shared inbox until someone had a gap, often two days. Prospective clients had usually instructed another firm by then. They wanted every enquiry qualified and booked the same day.
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