Why professionalize your customer follow-ups ?
A customer doesn't always come back spontaneously. You often have to remind them of your value at the right time, with the right message on the right channel. This requires rigorous organization, which is often incompatible with the day-to-day work of overworked teams. Hence the value of well-thought-out automated reminders, which enable you to:
- Maintain the relationship without extra effort;
- Reactivate inactive customers;
- Enhance the value of each past interaction;
- And optimize the rate of return and customer satisfaction.
However, these reminders must be integrated into your tools, coordinated with your customer journeys and designed to create a real impact.
Scenario 1 - Reengage after a missed appointment
Context : a missed appointment means a missed opportunity, a risk of disengagement and a hole in the teams' diaries.
Recommended approach : as soon as an appointment is identified as “not honored” a message is automatically sent to the customer with a benevolent tone, a reminder of the value of the original appointment and a direct link to set a new one.
- Automation enables you to react immediately without human intervention ;
- The customer experience remains fluid and proactive ;
- You recover some of the lost slots while showing the customer that you remain available.
Practical applications :
- In the public sector : a user doesn't turn up for a passport application ? A rescheduling proposal is made immediately ;
- In banking : a customer doesn't turn up for a wealth management meeting ? He receives a personalized rescheduling proposal ;
- In retail: a cancelled after-sales service slot can be optimized on the very same day.
Discover our Plurial Novilia case study which, thanks to automated SMS and email reminders, limits no-shows and missed appointments. We've also written 5 tips and methods for reducing customer no-shows.
Scenario 2 - Structuring post-appointment follow-up
Context : the appointment went well, but there was no follow-up.
Recommended approach : 24 to 72 hours after the interaction, the customer receives a structured message :
- A request for a quick evaluation of the experience ;
- A suggestion for a complementary service adapted to the context ;
- A link to set up a new exchange if necessary.
What it does :
- Gather concrete feedback on the quality of support provided ;
- Offer continuity of service and promote value-added services;
- Strengthen the relationship over the long term.
Typical use cases :
- In health / personal protection : after an assessment, propose a follow-up or a preventive action ;
- In energy : bounce an information meeting into a personalized study ;
- In B2B : capitalize on a discovery meeting to initiate a more comprehensive sales approach.
Scenario 3 - Reactivating dormant customers
Context : a customer hasn't been heard from for several months. He hasn't complained, but he's not coming back either. It's time to re-engage him !
Recommended approach : after a certain threshold of inactivity, you program an automatic reminder sequence :
- Personalized message, focused on his previous needs or appointments ;
- Reminder of available services or new features ;
- Invitation to book an exchange via a direct link integrated into the email or SMS.
Observed benefits:
- You reactivate part of your base without any sales effort ;
- You demonstrate a capacity for continuous attention ;
- You revive a potentially dormant conversion cycle.
Multi-sector examples :
- In finance : customers inactive for 12 months contacted for an audit ;
- In local authorities : constituents contacted for procedures to be renewed ;
- In mutual insurance: beneficiaries with no contact since subscription contacted.
Useful complement : Why has customer experience become a strategic imperative for your company ?
In short, automate, but not in an impersonal way !
Automation is not synonymous with distance or impersonal coldness. Quite the contrary, in fact. When designed as a natural extension of the customer journey, it enables :
- Maintain regular contact without overwhelming your teams ;
- Create useful contact points without over-solicitation ;
- And place each appointment within the context of an ongoing relationship.
This is precisely the promise of Agendize: we integrate automation into an orchestrated, fluid customer relations strategy, managed in real time.
What's next ? Would you like to implement this type of scenario in your organization ? Find out how :
- Integrate these reminders into your existing IS or CRM ;
- Adapt the scenarios according to your sector and your challenges ;
- Save time while improving customer satisfaction.
Make an appointment with an Agendize expert via our booking area.
Contact one of our experts to take advantage of Agendize expertise and find out more about the feasibility of your project.
