Do you know where your after-hours leads are coming from? Calls, website forms, social and digital ads are channels your potential clients are using to learn more about your medspa and possibly book an appointment. What happens when a potential client reaches out after hours, either by leaving a message, sending a DM on social media, clicking an ad link, or visiting your website? Typically, they’ll be added to your staff’s to-do list when you open.
But when your staff is busy with clients coming in for appointments, any texts or website and DM inquiries could end up sitting in your inbox for days. Traditional voicemail can handle taking a message from a lead, but it ends there. Once your staff has time to reach out to the lead, they could easily end up playing phone tag with them for days. While this back-and-forth has been a reality for medspas for a long time, clients are getting used to a better experience on their timeline, anytime. If your medspa isn’t set up to capture and respond to leads after hours, you could be losing them to a practice that is “open” all hours.
Fortunately, manually returning calls and answering texts and emails are no longer your only options for capturing after-hours leads. There are automated options built into your booking software, or that can be added on, including some built specifically for salons and medspas.
Successful lead capture
First and foremost, set yourself up to reach as many leads as you can and make sure it’s easy for them to get in touch. The more channels they can use to reach you, the more likely they will. Whether it’s a Google search or Meta ad, you’ll want them to be able to book or get in touch to get their questions answered from that platform; they shouldn’t have to look up your website to do that. Sharing links for self-booking can be useful for leads who are ready to convert now. Using Book Now or Book Online options with Meta or Google are great ways to remove friction and meet your potential clients where they are.
Once you’ve gotten their attention with ads or direct booking links, think about how you’d interact with a lead if you were speaking to them directly. Ideally, wherever a lead reaches out- using text, web, or a call- the tool should answer immediately or respond quickly, just like your front desk staff would. It should ask what they’re reaching out about, capture their contact information, and answer basic questions, but without offering medical advice.
From there, it should offer the applicable next step, whether that’s booking an appointment, requesting a consultation, or handing off to staff when more information is needed or there is an emergency. Also, it must handle forms, waivers, and personal health information appropriately and securely. You’ll want a tool or platform that understands the nuance of medspa business workflows, but also one that can possibly upsell for you and know when a client is price-shopping or is ready to commit. When they’re ready to book, options should be shared, and a booking link or appointment confirmation should be sent.
Finally, the platform needs to create a record of all calls for front desk review. It should include full context and a transcript as well, not just a recap of what the tool thinks was happening during the interaction. Even if the client booked and no more follow-up is required, the staff will want to be able to refer back to the log. Ideally, the system creates a profile when the lead shares their name and contact information, and these conversations will be routed to the client profile as well.
There will be other interactions your automated system should handle, but this is an ideal lead capture flow. Think about everything a new lead might want to ask; it’s much more than an existing client or someone who may need to reschedule or cancel. Be sure your platform can understand your medspa offerings, service durations, provider schedules, and be able to relay all of the interaction to a unified dashboard and save it to the new lead’s profile.
Options for capturing leads after hours
Making sure all of your lead channels are set up for success is crucial in the online world we live in. Start with your social channels and email marketing, including Book Now links so your clients can self-serve anytime. For automating engagement with leads via text, chat, or call, consider these built-in and standalone options:
- Fresha is a salon booking platform with built-in lead capture through its AI Concierge (voice) and Fresha Connect (SMS and web-based chats).
- It captures important details like duration, category, and even sentiment of the caller.
- The AI Concierge Activity Log keeps track of everything the system handles for your staff. If a call cannot be transferred directly to staff, an email is sent to your front desk inbox so you can follow up.
- Texts and chats are in your two-way texting inbox as well as attached to the client’s profile for reference.
- Staff can take over the AI chat or text at any time.
- Any Facebook or Instagram DMs will be found in your unified Meta Business Suite inbox; you’ll need to follow up manually on these leads.
- Clara AI is a standalone solution built for medspas, marketed as a luxury concierge service that offers text, web chat, and phone support.
- It boasts 75 languages and multiple accents and styles.
- Since all call records, summaries, and notes are found in the Clara Dashboard, these conversations do not connect with the client profile and history, which can add another layer of digging if your staff needs more context about the client and their past services.
- There is no option for connecting with Clara across Meta Business or Google Business/Maps, but that could be handled by your booking platform.
- Boulevard is a medspa and salon booking software platform that can capture leads with Beau, its AI receptionist.
- Beau handles real-time updates to pricing or new service offerings instantly, so leads are always getting the most up-to-date business information, even after hours.
- Includes a self-booking overlay on your website, available 24/7, and one-way texting to send links and forms to clients.
- It has deep knowledge of your entire business, working with your existing medspa information like service durations, pricing, providers, and client history.
- Even if a lead does not end up booking or drops from the workflow, you can review the conversation in the AI Receptionist Call Log. You’ll get an overview, including the outcome, as well as the entire transcript. Front desk staff can reach out with a personalized message to help convert. All texts with clients are saved in the inbox and within that client’s personal profile for future reference.
- Your unified Meta Business Suite inbox captures DMs, so staff should remember to follow up on these leads.
- Podium is a text-first add-on platform for lead conversion and reviews.
- Podium captures leads across texts and chats; your staff will manually follow up.
- It can handle Facebook Messenger and Google Business Profile Message inquiries, with all your text- or web-based communications in a unified inbox.
- Podium Phones and Avery, their AI employee, can help automate everything, including calls, and follow up and update profiles. Both are premium add-ons.
- Podium also recently launched an all-in-one medspa platform to put everything under one roof.
Capturing a new lead’s name and phone number is only the first step. That lead sitting in your voicemail, email inbox, or a separate dashboard still needs follow-up. Think about what happens when your front desk comes in the next morning. Can they easily see who reached out, what they were interested in, whether their questions were answered, and whether they booked?
If the lead still needs help, staff should know exactly where to pick up the conversation rather than starting over. This is where automated options that connect with your booking platform become important. The fewer places your team has to check for calls, chats, and client details, the easier it is to keep a lead from slipping through the cracks.
You’ve got a few options, and there are more than I’ve covered here, but these are the standouts for medspas looking to capture potential clients after hours. If your system doesn’t have a way to engage with those leads when you’re closed, you may lose out on those clients. The goal isn’t just to capture the lead. It’s to make sure they land somewhere your team can actually do something with them.
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