Creating Effective Automated Messages
10 min read
Automated doesn't have to mean generic. Alonah's automated messages are built around timing and relevance (sent at the moment they're actually useful, with the specific details of that customer's booking), which is what keeps them from feeling like spam.
Reminders that carry real, specific detail
Bookings automatically get a reminder roughly a week ahead, another 24 hours ahead (including any relevant prep instructions for that specific service, e.g. "please arrive with an empty stomach" for a procedure), and a final one 2 hours ahead. Reminders are automatically skipped for a booking that's still an unpaid hold, so a customer isn't reminded about a visit they haven't actually confirmed.
Ask for a review at the right moment
A review request goes out 1-36 hours after a completed appointment. Close enough to the visit to be fresh, without interrupting it. A low rating, or a negative-sentiment comment even on a higher rating, automatically creates a complaint for staff to follow up on, so feedback never just sits unnoticed.
Personalize broadcasts and win-back messages
Broadcast messages to a customer segment support automatic name personalization in both English and Arabic, and a re-engagement message ("it's been a while, want to book again?") can be automatically sent to customers overdue for their next visit, based on an interval you set. Every broadcast automatically excludes opted-out customers.
The system then tracks conversion for you (how many recipients of a given broadcast went on to book within the following week) so you can see whether a win-back message actually worked instead of guessing.