Concerto

Meevo – Best software to supercharge your Salon & Spa Business

Bal Krishn Birla — Tue, 02 Jan 2024 07:50:57 +0000

Meevo - Best software to supercharge your Salon & Spa business

Meevo is a brand of Spa & Salon Software owned by Millennium Systems which was started by John Harms in 1987 with focus on providing technology solutions to Salon and Spa industry. Millennium Systems partnered with Serent Capital in 2021 to accelerate its growth. Meevo has various features to cater to the needs of your spa and salon business.

As a teenager John coded one of the first POS system for a salon called The Village Salon located in Tannersville, Pennsylvania. It was called “Salon Manager”. Over the years Meevo grew to provide technology solutions to Salon and Spa owners across United States. John also wrote AT&T Skynet Satellite Tracking software which was used by Super Bowl and other large events to book time on satellite transponders. John also loves to play drums from childhood.

Meevo Features

Meevo is a complete solution for managing your Salon and Spa. It can take care of Client Management, Business Operations and Marketing with ease. Since it is hosted on cloud, salon and spa owners don’t have to install any software on their side. Add-On business boosters to Meevo core software enable you to get extra functionality beyond what the core software provides.

Here are more details of features provided by Meevo

Business operations

Central Office – Simple interface to manage all your branches and locations from an integrated dashboard.
Register – Meevo POS (Point of Sale) system which makes it easier for Salon/Spa customers to pay for their services easily.
MeevoPay – All in one payment processing solution for Salon/Spa at low rates
Goals – Setting the right goals for employees is a key mechanism to ensure business growth and this can be tracked easily here.
Resource/Employee Management – Manage all the available resources (equipment as well as employees) to provide best experience to customers.
Inventory Management – it is important to manage stock of all the products used to deliver great service and efficient inventory management can be done by Meevo software.
Smart Centers and Reporting – Build simple dashboards and reports to evaluate health of your business in real time.
Security Controls – Meevo is HIPAA compliant and provides you all the means and mechanisms to keep your customer data safe and secure.
E-learning – this module ensure that you are able to train your new employees on how to use Meevo software stack in no time.

Client Management

Booking – Streamline all your bookings with Meevo Salon Booking Software. It also enables customers to cancel as well as reschedule their bookings.
Memberships – customer loyalty plays a very important role in increasing revenues and this module enables Salons & Spas to reconnect with their existing customers.
Contactless Experience – customers can check-in and check-out using their mobile device.

Marketing

Email marketing – send automated emails to your customers and understand how email campaigns are performing. Email contacts can be broken into multiple segments and send different communication to each segment using preloaded templates.
Local SEO – Meevo marketing suite enables you to improve your local SEO and increase traffic and business.
Review Management – helps in building a reputation for your business by requesting reviews from customers.
Listing Management – helps in managing online presence across diverse platform.

Meevo Pricing

The pricing starts from 139$ per month for 5 professionals and goes all the way to 529$ for unlimited professionals. Check out more on pricing at Meevo Pricing page.

Frequently Asked Questions

What Business Size does Meevo cater to?

Meevo is a perfect solution for any business size. It can work for single location as well as multi location Salons & Spas. It works well for businesses with franchise model also.

Can I login to Meevo from home?

Meevo is a cloud based software and you can login from any browser from anywhere.

Does Meevo have mobile app?

Meevo does not have mobile apps for Android or iOS but you can login to Meevo software from your mobile phone without having to install any software.

Does Meevo have a referral program?

Yes. Meevo has a referral program. More details about the program can be found here

How do I Supercharge Meevo with Artificial Intelligence?

Concerto provides solutions which can supercharge your Meevo with latest advances in Artificial Intelligence and provide a better experience for your customers.

Automate front desk operations.
Never miss after hours calls from your customers.
Omni channel software to provide support to customers across channels like telephony, website chatbot, Google Business Messaging, texting and many more.
ChatGPT like AI Assistant to have human like conversations with your customers without eating up bandwidth of your staff.

The post Meevo – Best software to supercharge your Salon & Spa Business appeared first on Concerto.

Start Your Dental Practice: A Definitive Guide (2024)

Bal Krishn Birla — Fri, 15 Dec 2023 08:00:34 +0000

Start Your Dental Practice: A Definitive Guide (2024)

Maybe you want to flame your entrepreneurial ambitions and taste the freedom of practicing from your own office, or maybe you want to be the Mr. Rogers of dentistry—no matter your motivation, you will find this guide insightful if you’re thinking about starting your own practice.

In our comprehensive 2024 edition, we cover the essential knowledge and practical insights to help dentists like you set up and grow your dental practice.

Word of caution, entrepreneurship is no walk in the park. Practitioners struggle with navigating complex legal frameworks and managing the financial intricacies of a new venture. That said, dentists who made the switch and are thriving vouch for the flexibility, earning potential, and job satisfaction that comes with it. Our guide aims to equip you with the tools to face challenges head-on and grab the opportunities of the current times.

Before we begin, let’s take a quick glance at the outlook of dentistry for 2024 and explore what lies ahead in terms of trends and expectations.

The Current Landscape: Understanding the Dental Industry in 2024

Valued at $154.96 billion in 2023 and projected to reach a healthy $196.18 billion by 2027, the US dental service market is on a robust growth trajectory.

Emerging technology will play a crucial role in this journey, automating operations, enhancing patient experience, fostering transparency, and minimizing errors at dental offices. The general outlook anticipates improved experiences across the board from patients to practice owners and staff, with an increased potential for revenue development.

6 crucial factors will spearhead dental industry growth in 2024

Increased awareness fueling the rise of preventive dental care, with more individuals opting for regular check-ups to avert potential oral health issues.
Technological advancements such as the rise of AI, advanced imaging systems, and digital diagnostics improving both patient care and engagement.
Expanding access to dentistry with government policy changes and better insurance coverage.
The shift to minimal invasive dentistry changing patient perceptions of pain and discomfort associated with dental procedures, enhancing the overall dental care experience.
The adoption of personalized treatment plans within dentistry, making patients feel more in control of their dental health.
Transitioning to sustainable initiatives in terms of the materials used for dental procedures and energy-efficient designs and practices.

Further, in keeping with broader healthcare trends, dentistry is poised to witness a growing emphasis on patient-centric care, focusing significantly on their satisfaction, overall experience, and engagement. As the new dental practitioner on the block, you can play this to your advantage. Now, let’s explore the essential steps to kickstart your dental office dreams and pave the way for your success.

A Comprehensive 8-Step Guide to Starting Your Dental Practice

1. Create a business plan

The first step to starting your dental practice is to have a solid business plan. This comprehensive document puts into paper your clear objectives, how you plan on reaching them, and the projected timeline.

6 critical points your business plan should cover:

Executive summary: A brief introduction highlighting your business, patient base, market gaps you aim to address, and financial projections.
Practice overview: Detail your practice, including its name, location, specialization, offered services, and goals both short-term and long-term.
Market analysis: An assessment of the local dental market, the demographics of the patients, competition, and strategies to exploit the gaps and opportunities.
Marketing and sales strategy: Outline plans to attract and retain patients, including digital or offline marketing, loyalty programs, and partnership strategies.
Employees and operations: Detail hiring and training plans, operational procedures (like appointment scheduling, patient flow, and billing), and a list of required equipment and technology.
Financial plan: Include estimates of current capital, financing needs, fund utilization details, and projected revenue.

This business plan serves you not only to secure loans and funding but also to pinpoint potential shortcomings, allowing for early corrective measures.

2. Take care of the financials

Costing is a crucial factor to weigh in while launching on your own. According to the American Dental Association, the initial investment to establish a dental practice can range from $350,000 to $550,000. It's important to assess your current financial standing and determine the level of risk you are willing to undertake for the venture.

What is your current financial situation, including your credit score and student loans?
How much are you willing to invest in your dental practice?
Do you want to start from scratch or acquire an existing practice?
What kind of loan do you need?
What are your future financial plans, such as starting a family or buying a house?

Once you have a clear understanding of your personal financial plan, itemize the major areas of investment. This helps estimate the costs of your new practice, significantly reducing the risk of overspending.

Key factors influencing the cost of starting a dental practice

Location
Practice equipment
Digital assets and tools
Insurance
Licensing
Personnel

Setting a budget gives you a rough estimate, after which you need to explore funding options for your dental practice. Multiple financing options can be considered based on your eligibility and the approval timeline.

Self-funding is an ideal option, but it may not be feasible for most. You could also consider getting partial assistance from family and friends. However, a strategic move could be to partner up with a fellow dentist, allowing you to offer more services and specializations under one roof, appealing to a broader range of patients.

For most dentists, bank loans are the primary choice for financing their dental practice. Some banks even offer discounts on administrative fees for certain dental associations. While the processing time might be a little long, a good credit score ensures eligibility.

Small Business Administration (SBA) loans for dentists offer flexibility in payments and low interest rates. However, they require extensive documentation and have a lengthy processing time of over three months.

3. Choose the right location

Not to lapse into philosophy, but succeeding in your dental venture hinges greatly on being in the right location at the right time. Many dentists end up sweating the square foot prices overlooking the big picture. However, thoroughly researching key factors that can inform your location choice will pave the way for positive outcomes.

Target market: Knowing the age, lifestyle preferences, and family size of your market helps you determine whether the patient demographics match your specialization. A young and growing population may have diverse dental needs compared to an aging demographic.
Local competition: Determine the number of dentists in your target locality, the specialization offered, and whether the needs of the patients are already being met. You might benefit more from being a little away from the city center rather than being in a highly competitive urban space.
Accessibility and convenience: Ensuring you are easy to reach, considerate of patients’ mobility needs, and offer ample parking space can be vital. Based on your patient demographic, you may have to choose an office in the ground floor for easy accessibility.
Growth : Sketching out your long-term goals can help you better plan for future expansion and the addition of services and specialists while scouting for your current location. This will do away with the need to find a new place with your growing business.

4. Sort out the legalities

Tackling the paperwork is by far the most time-consuming aspect of launching your practice after financial planning. Sorting insurance documentation and verification can be a months-long process. Plus, there's the critical decision of determining your legal entity structure.

Wait, what is a legal entity? It defines the kind of business your dental practice will be. Going on the solo practice route, you get to run the whole show but are personally liable for business debts. In a partnership, you can team up with another dentist and share the responsibilities, decisions, and risks equally or as agreed upon in the contract. Opting for a Limited Liability Company (LLC), gives each owner flexibility in management and protection from certain risks, offering a balance of simplicity and safety. And being a professional corporation lets you keep personal and business finances separate with perks like medical insurance, but you’ll have to deal with commitments like annual meetings, franchise taxes, and additional paperwork.

Following this, you will have to secure all the necessary permits and licenses to operate legally in your jurisdiction. You also need to comply with all healthcare-related regulations such as state compliances, OSHA, HIPAA, infection control practices, etc.

5. Equip your practice

So you’ve secured the right place and set aside the budget for your practice. Now it’s time for equipment shopping! As your dream dental practice starts taking shape, it’s a good idea to create a detailed checklist so you cover all the bases.

Diagnostic and dental imaging equipment
First in your cart should be the appliances to help you make precise diagnoses and give you detailed images for comprehensive oral health assessments. Include X-ray machines, intraoral cameras for diagnosis and panoramic and cone beam CT scanners, digital sensors, and imaging software to clearly distinguish problem areas.

Treatment and surgical equipment
You perhaps budgeted for the dental chair first, so beyond that make a comprehensive list of all the associated treatment and surgical tools like handpieces, probes, tweezers, curing light, sterilization equipment and other essentials that prioritize patient comfort as well as aids you do your job without a hitch.

Operatory and office furniture
Next, consider the elements that contribute to an optimized workflow and an excellent patient experience. Think office furniture for the staff, reception desks, operatory cabinets for treatment tools, and waiting area chairs and accessories to create a functional and welcoming environment for your patients.

Practice management software
You would want easy appointment booking for your patients and the quiet assurance of automated operations helping your staff track and manage all their responsibilities. A good practice management software will help your patients stay informed and get things done quickly while supporting you with daily operations and sharing insights to boost your growth.

Consumables
While not the spotlight of your purchasing list, consumables are indispensable for day-to-day operations. Stock up on essentials such as gloves, disinfectants, adhesives, endodontic files, impression trays, and other items to ensure the smooth functioning of your practice.

6. Find your people

Your people make your practice. To run a successful dental practice you need a small army of skilled and dedicated staff who will care for your patients and work towards the success of your practice.

Dental assistants play a crucial role, performing a variety of services like taking care of the dental tools before and after treatment, prepping the patient, and working closely with the dentist during procedures. Dental hygienists administer preventive treatments and form the source of dental hygiene information for your patients, thus helping you get more value from your time. Front desk receptionists help improve the patient experience by sorting out insurance and answering any questions your in-practice patients may have.

For your practice to thrive, you need to begin with strategic recruitment. During the interview, look for qualities that align with the values of your practice. It’s also important tp invest in comprehensive training programs to continually enhance their capabilities.

Foster a positive work environment that nurtures professional growth and personal well-being without forcing them into dead-end roles. This commitment to your team results in a dedicated, proficient staff, ultimately elevating the overall patient experience and contributing to the long-term success of your practice.

7. Build your marketing plan & attract new patients

In any business, success depends on visibility, and dental practice is no exception. Dental marketing is the key to not just attracting new patients but also nurturing a loyal patient base.

So where do you start? Using all the market and demographic research from before, start with a website that speaks to your ideal patients. Enable hassle-free online bookings, provide informative content, and optimize for SEO using relevant keywords. Build your social media presence strategically with the right platform and engaging with your audience using contests, interactive content and expert take. List on Google My Business for increased visibility, manage reviews actively, and ensure constant accessibility to gain a competitive edge in the dental sphere.

These tactical steps can help boost your online presence and contribute to establishing a reputable and patient-friendly image for your practice.

You can explore outreach with offline initiatives like sponsoring local community events or school programs. Set up a booth, distribute informational materials, offer limited free services, and engage with attendees. This creates a positive association between your practice and community well-being. Going fully traditional with targeted direct mail campaigns to reach households in your local area is also a good idea. Include promotional offers, information about your services, and the benefits of choosing your dental practice. You can kickstart a referral program and encourage your existing patients to refer friends and family. Offer incentives such as discounts on future treatments or other perks for each successful referral. This helps grow your practice organically through positive word of mouth.

8. Deliver exceptional patient experiences

When you first considered launching your dental practice, you probably had a checklist of essentials. Yet, as you've followed this guide, you may have realized that success goes beyond mere lists and is made up of many nuanced elements big and small. One such aspect is patient experience. Because at the end of the day, your dental practice should be a sanctuary where patients find both support and comfort.

Be accessible: Be it to enable midnight bookings or suggest the best procedure to tackle a cracked tooth, be there for your patients. Dentists in the US are notorious for still only allowing phone booking in this AI age. Be the difference. Investing in technology not only enhances accessibility but also shapes a perception of your practice as modern, responsive, and committed to providing the utmost convenience.

Create a welcoming ambience: Foster a warm and friendly atmosphere by paying attension to patient needs and clearing their doubts. As for the physical space itself, you can incorporate soothing colors, comfortable furniture, and artwork to reduce patient anxiety. As you make sure the practice looks clean and organized all the time, you can also implement warm lighting and play calming music.

Set your staff up for success: In the dental office setting, your staff and their duties so often transcend beyond roles. Your receptionists may have to go beyond finding the best slots for a patient to offer empathy and support. Dental hygienists could have to patiently repeat answers and reassure patients along with being meticulous at their job and dental assistants may have to help put patient fears to rest while prepping them for a procedure. This can only happen by deliberately investing in staff training and fostering a collaborative environment.

Let 2024 be your year of launch!

Starting your dental practice is indeed a lot of work, but armed with the right knowledge, dedication, a patient-centric focus, and technology, you have what it takes to turn your aspirations into reality.

Grab the opportunity, make it happen, and reach out to us for the right tools and technology to support you on this journey. Your dream dental practice is waiting for you.

The post Start Your Dental Practice: A Definitive Guide (2024) appeared first on Concerto.

How Marianne Strokirk nurtured more meaningful custome…

Sowmya Vasudevan — Wed, 08 Nov 2023 13:28:32 +0000

Channels

Pre-packaged
conversation modules

Customer: Marianne Strokirk Salon

Industry: Beauty & Wellness

Location: Chicago, Illinois

How Marianne Strokirk nurtured more meaningful customer interactions with Concerto’s AI front desk
co-pilot

Key takeaways from our conversation with Alexandra Schuler, Managing Partner at Marianne Strokirk, an upscale salon in downtown Chicago known for its exceptional hair, skin, and nail services.

What Marianne Strokirk stands for

At Marianne Strokirk, everything we do stems from our commitment to our guests. We truly believe that it goes beyond simply ensuring they look their best — they should feel welcome and understood. It is a culture we’ve built over the years. While trends come and go, what people really want is to discover a true expression of themselves. Our mission is to make that journey easier by delivering a salon experience that is transformative, collaborative, and effortless. And Concerto’s AI front desk co-pilot has been a tremendous addition as we work towards that goal.

Navigating our business challenges

Our top priority was to make sure our customers always had the support they needed, be it for booking appointments or finding answers to their questions.
Our staff love crafting personalized experiences for our guests so we wanted to help them focus their energy there without worrying about routine front desk responsibilities.
We noticed that our customers left quite a few requests on our voicemail outside of salon hours and on holidays, and it was important to us that they never felt neglected.

“We are known for our thoughtful guest interactions and wanted to make sure that each of our customers got to experience it whether they visited us at our salon or on our website. They should feel welcome and understood. And all their questions should be answered, no matter the day or time. By making all that possible, I’d say, Concerto’s AI Front Desk Co-pilot helped us extend our warmth beyond our salon doors and surpass time constraints.”

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Leveraging technology to
realize our people-first vision

The famed Marianne Strokirk salon experience begins the moment a customer starts considering us for their service (which is before they even arrive at our doors). Right from the first time they reach us, we want them to feel heard. Our staff love guiding our guests through all the possibilities, and that’s something I truly value about them. I had also started to see that it would help if I could take some responsibilities off their plates.

At Marianne Strokirk, we’ve always embraced new technology. It has helped us build a wonderful relationship with our customers and stay relatable to them. So, to assist our staff with repetitive front desk tasks, I had been looking into these new AI tools. It was important to us that as we automate certain aspects of work, our customers never felt any less cared for. Concerto’s AI front desk co-pilot seemed like the perfect fit!

Why I am in love with
Concerto’s AI front desk co-pilot

When I look at it from a customer’s perspective, chatting with Concerto’s AI front desk co-pilot is just like talking to one of our staff members. It is a simple, personalized conversation. There’s no need to ask questions a certain way or use the exact technical terms we use at the salon.

I am so happy that it has saved our staff a great deal of time (and effort)! Our front desk staff really push themselves making sure the in-salon experience is top-notch while also constantly attending to calls and responding to messages on multiple devices. Concerto’s AI front desk co-pilot has taken over some of these repetitive tasks that are crucial for our everyday operations. It has opened up our front desk to be more productive and supportive to both our guests and other staff.

And the results so far have been wonderful. Although we’ve only started using the platform, our customers seem to have embraced it. We’re seeing the number of bookings shoot up every week. More than 25% of these are done after hours!

I love how this has been a collaborative experience. The team has been very forthcoming, helping us customize the solution for our salon. They took all our feedback seriously and have been proactive with their response. With their support, I really do see the front desk co-pilot making a big difference to us.

The way forward

I think Marianne Strokirk now has a clear advantage over other salons. We are engaging with our customers round the clock, in real-time, while speaking their language. I don’t think we are talking about replacing humans here but using technology to allow ourselves to do more valuable work. And that absolutely resonates with us. I believe only businesses that adapt to the times can offer customers the kind of experience they expect. And customer expectations only move in one direction. With Concerto’s AI front desk co-pilot, we can already see us syncing deeply with our customers. Our processes are a lot more streamlined now and it’s helping our staff offer more value to our guests. It’s only been a month since we implemented the solution and it’s already brought in $10,000+ in revenue for our salon.

“I believe, technology that enhances human experiences is the way forward, especially in an industry such as ours. When we meet the expectations of our customers and staff and strive to go beyond them, revenue generates by itself. And for us, all parts of that is a win.”

The post How Marianne Strokirk nurtured more meaningful custome… appeared first on Concerto.

A Wisconsin dental practice Curbs Patient Loss by 50% with Concerto Co-pilot

Sowmya Vasudevan — Fri, 03 Nov 2023 08:07:56 +0000

Channels

Pre-packaged
conversation modules

Customer: A Wisconsin Dental Practice

Industry: Dental and Oral Care

Location: Wisconsin, United States

A Wisconsin dental practice curbs patient loss by 50% with Concerto Co-pilot

This Wisconsin based dental practice is a trusted provider in the DeForest region, offering comprehensive dental care for the community and promoting a positive, comfortable patient experience.

While this personalized approach is what helps the dentist owner and his team stand out, it didn't quite translate to their online presence. Despite the booking form on their website, most patients still called the office for appointments. Front desk staff had to manually handle scheduling while off-hours requests went straight to voicemail. In addition to piling on extra work for the staff, this was causing a considerable loss in revenue and a drop in online patient engagement.

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From scattered processes
to seamless operations

“Our patients would try to connect at their convenience but got stuck with voicemail and complicated booking forms,” said the General Dentist. He also noticed the toll it took on the staff. Every morning, the staff had to juggle multiple tools to schedule appointments, check insurance, and get back to patients who left messages on voicemail. This approach was overwhelming and took up a lot of their time.

When the team learned about Concerto Co-pilot, they were intrigued by the idea of a conversational interface. “So not only would our patients be guided to complete bookings at any time of the day, they could do so by chatting with an AI expert!” The practice was able to seamlessly bring together their patient interactions, calendar, and staff goals. In about a week, Concerto Co-pilot was up and running on their website, and integrating it with all their existing software took just under a day.

Reaching more patients
while saving time and effort

With the new AI-powered platform, the dental practice can now engage patients throughout the day. The front desk team can find all conversations in one place as well as oversee operations with human handover as needed. Time spent on managing the calendar went from hours to minutes, freeing up staff to care better for in-practice patients.

The redesigned conversational booking experience doubled online patient referrals in a matter of two months. “Sometimes patients get stuck with booking forms and simply give up. Our new two-way chat comes in very handy, helping them with the exact requirements. They can even check if their insurance is accepted here and make payment, all in one go!”

With 24/7 availability, more patients started booking appointments on their own (50% of which were done after-hours!), saving a lot of staff time and improving revenue. “In fact, many of our repeat patients have praised the convenience of this new feature.”

The way forward

Today, this trusted practice in Wisconsin can care for patients better than ever. “It's not just about saving time anymore,” he said. “Our staff can actually focus on making our patients more comfortable, and they're contributing to our practice's growth, both in terms of patient engagement and our overall strategy.”

The dental entrepreneur is all about encouraging others in the dental community to embrace change. "Patient care isn't just about in-office comfort these days. We've got to create an experience that shows patients we care and help them understand us better. And that only happens if we keep up with the times, adapting and evolving along the way."

The post A Wisconsin dental practice Curbs Patient Loss by 50% with Concerto Co-pilot appeared first on Concerto.

Transforming Patient Experience With AI Chatbots at Dental Practices

Sowmya Vasudevan — Fri, 20 Oct 2023 12:31:29 +0000

Transforming Patient Experience With
AI Chatbots at Dental Practices

People dread the dentist’s chair. (Shocking.)

As a dental practitioner, you've probably accepted that you're not everyone's favorite person. But it's a real bummer knowing that over 60% of the population is terrified of dental visits. If that's how most patients feel, is there anything you can do to make the whole experience a little more inviting? Actually, yes.

AI continues its reign as the technology of the year and for good reason.

As experts delve into what AI can do at scale, businesses everywhere are hopping on board. And two areas are scoring big: improved customer interactions and automation of low-value, time-consuming tasks. In no time at all, businesses are ramping up their profits and helping employees do meaningful work.

And the dental world? Yeah, change isn’t exactly its strong suit. Can you believe that about 80% of dental offices in the U.S. still only use the phone to book appointments? Hold on, here's the kicker – research shows that adopting online booking can boost appointments by 24%!

Navigating Patient Behavior and
Preferences in the AI Era

When dealing with businesses these days, people are exploring beyond traditional communication channels. Of course, there’s no one-size-fits-all solution. So, step one in improving the patient experience at your practice is getting to know them better.

Now, if a good portion of your patients are over 50, they might stick to the good ol' phone or shoot out an email. But let's be real, traditional setups can be a bit outdated. The key isn't to replace old ways but to enhance them with intelligent features that actually work. When you sync your phone and email with AI, you can be there for older patients on their favorite channels while you catch up with the modern times. So, if they ring late at night to book an appointment, they won't end up talking to voicemail.

Establish your presence on texting platforms to engage younger patients

Millennials and Gen Z are all about texting and social messaging. Seriously, who isn't glued to their phones these days? But to really tap into this, you need to make use of these channels the way they do. Just having an SMS set up won’t cut it. They expect instant, two-way messaging. A whopping 75% of millennials consider texting a non-invasive and more personal way to talk to businesses. By hooking up your text channels with AI, you can chat with patients instantly on SMS, your website, and other social messengers, making your conversations smooth and effective.

The best part? Digging into patient behavior might just give you answers to those everyday practice management challenges you deal with.

Dental Practice Challenges (+ Ways to Improve
Patient Experience With AI)

Growth challenges faced by dental practices in the U.S.

Staffing shortages to patient fears, here’s the lowdown on some of the biggest challenges that loom over dental practices today and how to tackle them while improving the experience for your patients.

Incessant phone calls

Wouldn’t it be great if every call at the practice turned into an appointment? Sadly, things don’t work that way. Patients ring for all sorts of reasons, even just to ask about practice hours. The issue kicks in when unnecessary calls clog up the line, making patients with more pressing problems wait longer.

We earlier discussed how younger patients prefer texting over calls, but guess what – phones still won’t stop buzzing at dental offices! Solution? Set up an AI chatbot for your phone system. It can handle routine questions and even assist with scheduling appointments without bothering your staff. And if there's a tricky question, you can smoothly transfer it to a skilled staff member during office hours.

Staffing shortages

The dental field really took a hit during the pandemic, and staff shortage became sort of a new normal. It's rough out there – hygienists, dental assistants, admin staff, everyone's in short supply. To push through this tough time, practices need to be able to make the most of their staff time. Automate those mundane tasks like setting appointments and answering FAQs with AI. That way, your staff has the freedom to focus on patients and promote your services.

No-shows on appointment day

Patients missing appointments is a pain. It disrupts schedules, wastes specialists' time, delays treatments for others, and hits your wallet (those empty slots could've been used by someone else!) But here’s the deal. You can cut no-shows in half with a nifty trick – appointment reminders. AI chatbots handle this like a pro, shooting out reminders and making rescheduling a breeze. They even re-engage patients using targeted messaging.

Patient fear of procedures

Aside from the fear of pain, patients dread dental visits because they're not sure what to expect during procedures. This anxiety poses a big challenge for practices. Patients end up postponing appointments or skipping necessary treatments, throwing off schedules into chaos and affecting revenue. AI chatbots can step in as friendly guides, giving patients all the info they need about procedures and answering their questions. They make sure patients feel comfortable and ready for their visit.

Appointment management

Still managing appointments the old-fashioned way? Oh, what a hassle! From last-minute mix-ups to double bookings, it's a disaster just waiting to unfold. But here's the good news: automating scheduling with AI turns it into a user-friendly self-service experience. Patients can pick slots that suit them, all on their own time. And with synced calendars across platforms, there's no risk of double bookings or other hiccups, making the process incredibly smooth.

Blind spots in service delivery

Dentists can get swamped with work, leaving the business side of their practice hanging. But neglecting a system to handle patient feedback might be a missed opportunity. With AI, not only can you talk to patients instantly but also know whether your responses are helpful. How? By automating feedback collection after appointments through texts, calls, or emails. And that's not all – it dives deep into patient queries and other data, spotting trends that offer valuable insights that can help improve how you deliver your services.

How Concerto’s AI co-pilot can take
your patient experience to the next level

Running a dental practice means juggling one too many hats — dentist, entrepreneur, marketer, manager, and the list just keeps growing. It must get crazy overwhelming!

But hey, you'd never want to compromise on the quality of care you give your patients, so you've likely got a CRM system set up. And to make things hassle-free, maybe an appointment scheduling solution too? Then an integration for insurance, a payment gateway… that’s a lot of tools, especially when you just want to focus on the work you love.

Enter Concerto Co-pilot, your practice's new BFF!

It’s all about convenience and personalized AI conversations for your patients and a robust backend solution for you! Concerto Co-pilot lets patients book appointments through texts, phone calls, or website chat. It answers any questions they might have about your practice or procedures, calming their concerns and making life easier for everyone.

Managing appointments is seamless with the synchronized calendar, and our unified inbox lets you see all patient conversations in one place. No more switching between devices or relying on multiple people to sort out requests. With the analytics dashboard, you can get insights into the kind of questions patients have and how well you’ve been handling them. And at any point, if you see a need to take over the conversation, you can!

It’s a true co-pilot in every sense of the word. Managing all aspects of your practice from a single place, it lets you set your sights higher without getting bogged down in the details. Curious to see how it works? Just let us know when you're ready, and we'll reach out!

The post Transforming Patient Experience With AI Chatbots at Dental Practices appeared first on Concerto.

How a Vancouver spa generates $14000+ revenue every month…

Sowmya Vasudevan — Wed, 19 Oct 2022 06:07:21 +0000

Pre-packaged
conversation modules

Channels

Customer: Premiere Salon

Industry: Beauty & Wellness

Location: Vancouver, Canada

How a Vancouver spa generates $14000+
revenue every month with a Smart Assistant
from Concerto

Marrying the rich tradition of eastern healing therapies with the quiet sophistication of western techniques, this award-winning Thai spa is creating a world of wellness in Vancouver. It was established in 2015 with a simple aspiration — to improve people’s lives with a healing touch. Having since expanded to 8 locations across the city, it is determined not to be reduced to one of the many chain spas. To stand out, it hopes to provide the best service while holding to its signature grace and style. For this, it wanted to ensure 24/7 availability and all the support its staff would need during work hours.

Enter Concerto SmartAssistant with domain-specific expertise and a delightful human-like air. It answered the myriad questions of the spa's swelling clientele and shared location-specific info. It also helped them book appointments with their preferred therapists at their convenience. The staff no longer had to take up routine, repetitive tasks, thus able to guide the guests better. Vancouverites embraced the chatbot that served them warmly. Adding to the spa’s user-friendly appeal, it has produced promising results from the very first month.

$ 0

Generated

0 +

Hours saved

0 +

Bookings

Enhancing the wellness
experience with tech

Going to a spa is all about peace and comfort. This much-loved Thai spa wanted to help its guests feel the downtime before they even stepped foot in one of its locations. For this, it turned to technology.

Concerto SmartAssistant comes with prepackaged conversational modules that are trained for the wellness domain. It works as a plug-and-play solution, so to start off, messages were only tweaked for branding. Designed to integrate with existing management software, the spa could put the bot to use at once.

For customers, this meant, they didn’t have to wait for working hours. They could look through the services, book appointments, and learn about the spa’s facilities without hassle. Relevant answers were a conversation away. And conversations were available round the clock.

The work experience improved greatly for the spa staff as well. The collaboration with Concerto SmartAssistant ensured that much of the website traffic was handled then and there. Instead of driving users to ring up for simple FAQs and tasks like booking or rescheduling an appointment, it helped them do it themselves. This allowed the staff to provide more focused attention to visiting guests.

That’s not all. The chatbot optimized some pesky routine tasks, saving time and effort. It dramatically reduced the number of after-hours bookings the spa received in its voicemail, which the staff used to later confirm and register. Also, full automation of reminders via SMS and email meant they no longer had to call up customers about upcoming appointments.

Designing a virtual assistant
that embodies the brand

While roping in technology to optimize processes, the Vancouver spa was determined not to sound like a robot. Known for its gentle, pleasant demeanor, retaining the familiarity of human interactions was a must. Working closely with the spa’s communication specialists, we designed the chatbot to reflect its values. It embodied the elegance of the staff and spoke the language its customers had come to expect and love.

Further, Concerto’s domain-specific knowledge and capabilities gave it the edge. With the basics taken care of, the team could pour themselves over the conversational nitty gritty. To match the brand's tone, synonyms derived from actual customer-staff conversations were added. The Concerto Answers module made sure that questions didn't go unanswered, no matter how they were phrased. Our robust scheduling system, powered by Concerto Goal Oriented Conversations, helped users complete tasks following an engaging step-by-step process.

Once the solution was deployed, we collaborated with the team to study user patterns and identify areas for improvement. Based on the analysis we worked to enhance the overall conversational experience.

What’s more, the multilocation feature was very handy to put up a similar experience across locations. Also, by deploying the solution on the web and SMS, the spa could seamlessly connect with its customers on its key channels.

A conversational spa booking
experience that delivers

With a 24/7 front desk, the spa saw great results within the first few weeks. It now generates $14000+ revenue every month by facilitating over 150 bookings. The staff is able to pay more attention to visiting guests and contribute in more meaningful ways. With the bot engaging about 1500 customers, the spa has saved 25+ working hours on routine tasks.

Customers too welcomed Concerto SmartAssistant with open arms. The bot answers 3000+ questions every month where the average conversation goes for at least 10 question-answer turns.

The award-winning Thai spa is thrilled with the results. Expansion to other channels and the addition of modules to achieve more value are in the works. It is excited about future possibilities driven by the power of AI and hopes to create the most relaxing spa experience for all its customers.

The post How a Vancouver spa generates $14000+ revenue every month… appeared first on Concerto.

At the risk of sounding a little vain, we’ll admit, much of our improvements this season is to do with looks. Function over form any day, but sometimes good form leads to better functionality. Oh also, Analytics now has a lot more to offer.

Sowmya Vasudevan — Thu, 06 Oct 2022 06:01:51 +0000

At the risk of sounding a little vain, we’ll admit, much of our improvements this season is to do with looks. Function over form any day, but sometimes good form leads to better functionality. Oh also, Analytics now has a lot more to offer.

Much to see, download
and share with your team

All about performance: Gather insights and share

When scrutinizing your chatbot analytics, you will now work with a visually improved dashboard. We’ve laid out the details such that there is much you’ll grasp at a glance, and then swim into the depths, one insight at a time.

Deep dive into engagement metrics

On top of the detailed overview, you can now filter the engagement metrics such as the average time of sessions, the number of questions asked, the number of answered and unanswered queries, etc. to understand how your audience is engaging with the chatbot.

Tap into content insights

Analyze detailed information about each content module and download question-answer logs individually to determine the accuracy of your chatbot. You can also fine-tune your search using filters to understand how different user queries are being managed and find the most popular questions and categories across custom time ranges.

Further, you can also find out how well overlapping intents and unanswered queries are being handled using relevant suggestions. While responding to overlapping intents, the system considers the associated questions in your QA database and suggests all relevant tasks as options. And for unanswered queries, instead of only relaying the error message, it also suggests the most common tasks, thus encouraging users to continue the conversation. With these insights, you can get a good idea of how your chatbot is managing corner cases and tweak responses, if required, to perfect them.

Compile, download and share reports

Yes, an all-new Report section now sits in your dashboard from where you can export customized reports for all your engagement and content logs. In case of humongous data, simply start the report generation process, and go about your day. Your custom report will be ready to be downloaded when you’re back on the dashboard.

The menu gets a minimalist makeover

The chatbot UI is now visually more seamless. The new screen design has fewer outlines, allowing more breathing space, and improving legibility for end-users.

Improved chat interface on mobile

On mobile devices, if you have set the chatbot to open by default on the homepage, the chat interface will only occupy 50% of the screen space now. This allows for navigational ease and better visibility for the brand website.

All hail the icon library

While customizing the chatbot appearance, you can now import icons for common features directly from the icon library. All your icon sets will thus look visually uniform. You can also add any new icons to expand your personal library.

Rich chat popup!

We’ve got more ways to grab user attention when they land on your website! Introduce the all-new rich message pop-up to welcome users, briefly tell them how the chatbot can help, and prompt them to start a conversation.

New labels for feedback

Making conversation feedback more user-friendly, we now have a new “was this helpful” label along with the feedback icons, thumbs up and thumbs down. So following each question-answer response, users will now see both the icons as well as the label to share their experience.

Conduct quizzes more effectively

While conducting quizzes, you can now judge the performance of users on the entire quiz taken. The new function allows scoring and addition or subtraction of points to show final results.

The post At the risk of sounding a little vain, we’ll admit, much of our improvements this season is to do with looks. Function over form any day, but sometimes good form leads to better functionality. Oh also, Analytics now has a lot more to offer. appeared first on Concerto.

Voicebots and their growing role in shaping the customer experience

Sowmya Vasudevan — Thu, 15 Sep 2022 08:00:24 +0000

Voicebots and their growing role
in shaping the customer experience

Imagine being in an emergency and calling a friend only to be told “this caller is busy, please try again later” over and over again. Instant loss of trust. The next time you need help, you’d probably hit every other number in your contacts list except that one. Unfortunately or otherwise, the same goes for customers. 32% of loyal customers swear to find a different brand after only one bad experience. Shocking? No. Disheartening? Definitely. But it’s not all gloom and doom for businesses like you because the world is embracing quick chat where voicebots are carving themselves a niche. And there’s much for you to gain in it.

Wait, but what exactly is a voicebot?

A voicebot is a conversational software that makes automated voice conversations possible. To do this, it makes sense of what customers say as they speak and shares a suitable audio response. Voicebots are powered by AI and make use of Natural Language Understanding (NLU) and Machine Learning (ML) models to simulate live conversations in real-time. This simply means that when customers call, your voicebot talks to them as your staff would. But there are no time restrictions and your staff won't be overloaded.

Compared to its lesser sibling, IVR, the voicebot is quite the charmer. No hard-corded flows or rule-based commands. So customers need not press digits on a keyboard to get things done. Voicebots also have the ability to distinguish between conversation types like questions, requests, and feedback to share relevant responses in simple everyday language.

How are voicebots different from chatbots?

The ultimate goal of AI assistants is to recreate the magic of human connection. And to that end, they use various ML models and NLP engines. But in the conversational AI spectrum, chatbots and voicebots have their own niche. What sets them apart is the way a user interacts with them. While chatbots use text-based channels like website chat interfaces, messaging apps, and smart assistants, voicebots employ voice-based channels like telephony and smart speakers.

Voicebots get extra AI juice in the form of Automated Speech Recognition (ASR) and Speech Synthesis. These are the factors that power them with human-like speech capabilities. ASR captures user input and converts speech to text to be processed by its NLP engine. Following this, speech synthesis allows sharing the correct response to the user in natural spoken language.

And why does the difference matter? It boils down to preferences, really. Imagine this. You've got two different issues at hand that you can solve with the help of an intelligent assistant. The first is to do with your car’s servicing. You want to know if it's an issue you can fix by yourself and get step-by-step instructions to do it, if so. The second is about your health insurance where you want to know specific details of the scheme before signing up. In which of these cases would you pick a voicebot?

Research suggests that customers are a lot more comfortable talking about their automobiles and even troubleshooting those issues over voice. But for conversations that need them to be a little more present and process information in detail, they prefer using a chatbot. Knowing where in this compass your business lies will help model conversational solutions that drive great value for you and your customers.

Why businesses are embracing voicebots

With soaring consumer expectations, staying relevant in the market is no mean feat. But with AI, it gets a lot easier. Companies investing in AI don't just find themselves ahead of the curve but are also keeping their costs in check. Besides, the waiting game is tedious, inconvenient, and too often hampers the customer experience.

Capgemini's report has some exciting insights. 76% of businesses have gained quantifiable benefits from conversational AI, and voice is fast becoming a customer favorite across the board. Reading this along with Gartner's latest research makes all the more sense. 40% of all live requests can be addressed via self-service, and most customers are happy to make the shift. There's no big catch here. Customers only need to feel confident of making the right decisions. And voicebots are in a uniquely advantageous position to do just that.

Not only is speech the fastest and the most natural form of communication, it doesn't need us to pay full attention to the task. People are used to talking on their phones while going about their day. Simple activities such as rescheduling an appointment, clearing some service doubt, or confirming a store’s location shouldn’t force customers to make time for it. Neither should these be tasks take that up your employees' time when they could contribute in more crucial ways. With a voicebot answering your phone, you hit two targets with one arrow and enjoy all the perks that come with it.

So, what are some advantages of voicebots?

It's no surprise that some of the biggest names in business have already got their hands on voicebots. Walmart’s “Ask Sam” helps its employees check out product prices and store locations. Nike’s Nike Coach assists users find the perfect sneaker for their workout routine. And M1’s Maxine supports its call center agents by improving the customer experience.

So no matter what your business specialization, the benefits of voicebots for you can be many. Here are some ways voicebots optimize business processes as well as enhance customer engagement.

Put customers first

Getting people on board voicebots is rather simple. Help them understand how to activate the microphone and when to start speaking, and they’re good to go.

In fact, the learning curve for voice solutions when compared to figuring out website navigation or even typing out search queries is considerably lesser. As per a PWC survey, 71% of Americans consider voice search to be a simple, smart, and fast way to find things online. Although driven by youngsters, the adoption of voice is universal among all age groups. As a result, voicebots open up a whole world of opportunities for businesses to elevate the customer service they offer.

Scale without the expense

While the phone continues to rule the customer service roost, closely followed by digital solutions, hiring staff for round-the-clock service is an expensive affair. Moreover, based on your business type, your live agents may be handling between 10 to 20 calls per hour. Rush hours may see these numbers spike, and in the absence of 24/7 support, you might be missing out entirely on after-hours calls.

Voicebots have no limitations of that sort and can handle any number of customer calls at a time. They can take care of repetitive queries, manage bookings, and even supervise specialized tasks. You can also use outbound calls as a part of your campaigns and reach out to a good number of your customers easily.

Help support teams do their best work

In addition to being available 24/7, voicebots can remember details. So, if a caller wants to be transferred to an agent, the conversation need not start from the beginning. The assistant shares the conversation history to help the agent with the context. It saves time and effort both for the customer and your staff. The same process is followed if a repeat customer calls. The assistant pulls up their details using simple identification data like a phone number or customer ID. Moreover, it reduces the support load nearly by half by enabling self-service.

Integrate with little effort

Voicebots seamlessly integrate with your existing customer service technology stack and telephony mechanism. You can either automate your processes completely or pick automation for select processes.

For partial automation on telephony, link your existing IVR system to a voicebot. So when a caller rings up, the voicebot can handle FAQs and account information while agents take up specialized tasks. For a well-rounded automated experience, hand over your business phone to the voicebot that begins by greeting the caller. In either case, the voicebot will be able to hand over the conversation to a live agent with full history, if needed.

Keep improving over time

The best thing about AI is its ability to be trained for perfection. Each conversation is a data goldmine. All the collected data is stored and passed through the AI networks to derive actionable insights. Insights on trending products, top-of-the-mind questions, popular services, etc. can help inform your communication strategy.

Further, you can analyze the voicebot’s performance to know how well it's handling queries and where it's faltering. By making note of the areas of improvement, you can retrain it with more accurate information thus refining its responses. This way, the voicebot gets further optimized with each interaction.

A few ways to get started - voicebot use cases

While tons of repetitive processes can be automated with voicebots, that’s not all you can do with them. A well-designed voicebot is capable of handling some very complex tasks. In industries ranging from e-commerce to wellness and hospitality, they have a wide range of applications. Here are a few you can begin with.

Self-service

When customers call, assist them immediately to explore your services and complete actions. Be it a simple location query or something more personalized like updating their account details, they can do it with no qualms. Easily define flows for scheduling appointments, answering FAQs, raising complaints, sharing feedback, and more to simplify customer interactions and empower users for self-service.

Product details and recommendations

Voicebots can help customers make the right purchase decisions. You can educate users about product features, applications, price, delivery timeline, and more. Want to deliver a little more value? Add a recommendation engine to your voicebot. Collect user preferences, needs, and specifications and help them find the most suitable product.

Answer business and service queries

You don’t want your front desk staff to be stuck on calls every 10 minutes, repeating that you’re open on Sundays. By automating FAQs, many repetitive queries can be handed over to the voicebot. The best part? Customers get all their answers and an experience similar to that with a live agent.

Voicebots are designed to hold natural human-like conversations. Even when users deviate from the expected conversational flow, it won't break. It even distinguishes between similar-sounding questions by narrowing down the context. Thus it does a good job answering any query related to your location, business, products, or services, and even repeats answers on demand.

Sales optimization

Who doesn't want to sell a little more? Voicebots can support sales in a few crucial ways. Start with guiding your prospects with the right information. During the purchase journey, it can subtly cross-sell products by sharing relevant add-ons and upsell when opportunities come up. Further, it helps qualify high-quality leads and transfers them to related sales teams.

After-sales engagement

According to research, acquiring new customers costs anywhere between 5 and 25 times more than retaining existing ones. With voicebots, you can keep in touch with your customers even after a sale by sharing delivery updates and collecting feedback. You can also include personalized promotions. This helps leave a great impression on customers and build a healthy relationship with them.

Voicebots make collecting and storing feedback super easy to be done on scale. Your representatives can then focus on improving your processes based on the data gleaned.

Enhance your customer experience
with Concerto AI’s best-in-class voicebots

In short, voicebots can boost your business capabilities, improve your processes, and engage your customers better. But building a voicebot that is true to your brand and understands your customer requests contextually is a feat only an expert can nail. At Concerto, we've got an AI super team. Our domain specialists designed our AI and NLP framework using their extensive knowledge of ML models. The result is a user-friendly solution you can implement right away.

And what makes Concerto SmartAssistants top-notch?

No-code solution that helps you implement your voicebot quickly and have the competitive edge of rolling out regular content updates without external tech support.

Prepackaged conversation modules you can plug and play for your specific domain with datasets that are vetted and optimized for great results.

Deep neural network that accurately dissects user queries to understand their intent and context and respond with the most appropriate answers every time.

Omnichannel capabilities allowing you to integrate easily with your existing telephony, IVR, or smart speaker systems.

Custom reports that let you track the performance of your voicebot to spot areas of improvement and make required content updates regularly.

User-friendly dashboard which enables intuitive navigation through the interface as you update content, manage conversations in the inbox, track KPIs, or download reports.

Are you ready to transform your business possibilities with the power of voice? Drop us a line at contactus@concerto.ai today!

The post Voicebots and their growing role in shaping the customer experience appeared first on Concerto.

How a retail pioneer simplified access to better opportunities

Sowmya Vasudevan — Fri, 19 Aug 2022 11:45:15 +0000

Pre-packaged
conversation modules

Channels

Customer: Fortune 10 company, philanthropy chapter

Industry: Retail

Location: USA

How a retail pioneer simplified
access to better opportunities

As a business dedicated to making everyday life easy for millions, this retail organization cares deeply about the community. In its effort to build an inclusive, harmonious, and sustainable world, it has designed many outreach programs over the years for which it contributes more than a billion dollars annually. All its open programs are listed on the corporate website, making it a valuable resource, but the sheer volume of information has led to endless navigational woes.

By introducing Concerto Conversational Assistant, the organization was able to ease information finding for grant seekers. Concerto’s pre-packaged conversational modules including the advanced Concerto Suggester, not only streamlined information but successfully matched seekers with programs most relevant to them, thus ensuring the organization’s philanthropic efforts were accessible to deserving candidates.

Paying heed to user needs

Grant seekers have tons of questions in mind while searching for suitable programs: eligibility criteria, application process, important dates, and more. Reading through many pages' worth of data to find relevant information can be overwhelming.

For the retail major, serving the greater good means business, so it wanted to make this process as hassle-free as possible for all its users, ranging from students, local community groups, non-profit organizations, employees, suppliers, and the media.

How Concerto Assistant streamlined
information dispersal with AI

With the goal of minimizing the user effort required to find relevant programs, the data was structured into categories based on content type. The AI was then fed with thousands of sample queries to train it for multi-turn conversations. Users could either ask full questions or simply input keywords to be redirected to documents with relevant information.

Concerto Search helped parse structured and unstructured data, while Concerto Suggester linked user types to predefined categories to make suitable recommendations.

Armed with NLP, the AI assistant is contextually aware and has the capability to understand different query types, so although responses are framed with quick links to related content, users can always type out a different question to clear up any doubts they may have.

Connecting deserving candidates
with better opportunities

Deployed on the foundation’s common queries page, Concerto Conversational Assistant was an instant hit. Every couple of months, it handles over 2400 queries catering to upwards of 200 unique users, with a significant drop in the time taken to redirect users to relevant pages.

Moreover, the conversational nature of the interaction meant users asked questions without hesitation, often rating the experience as very helpful. The internal staff got great feedback from different teams on how easy it was to navigate through different programs and find information. They also speak for the larger country-wide audience. Thrilled by the great results, the company is considering expanding this solution to Facebook Messenger and introducing Concerto’s conversational solutions to its other products.

“Wow, the look and feel of your bot was great!
I have received a lot of positive feedback and excitement from our team.”

Fortune 10 company CSR Manager

The post How a retail pioneer simplified access to better opportunities appeared first on Concerto.

Stone and tile installation pioneer from India personalized pr…

Sowmya Vasudevan — Thu, 28 Jul 2022 12:07:50 +0000

Pre-packaged
conversation modules

Channels

Customer: India’s leading stone and tile installation company

Industry: Specialty Products Manufacturers

Location: Hyderabad, India

Stone and tile installation pioneer from India
personalized product recommendations
with Concerto AI

Think of the last time you walked into a building materials retail store. Did the shop assistant give you a walking tour as you strained to browse through the products? Most likely not. While they might have had tons of products, the first thing the representative would have done is enquire about your requirements. So, you outline your problem. Then they ask you questions to get to the specifics. So you give out more details. It’s not hey, here are all our products, take your pick! It's an exchange of relevant information. It’s a conversation.

India’s stone and tile installation pioneer wanted to re-create this extraordinarily human exchange on its digital platforms.

This leading manufacturer knew that its customers counted on it not only for the world-class products but its expertise. Having poured years of effort into R&D, every solution it offers is based on empirical findings. With the help of Concerto AI, the company was able to build a robust recommendation portal that condensed this knowledge to provide solutions to distinct user concerns.

Creating efficiencies and improving
customer experience with conversations

At the installation company’s contact center, there are dozens of representatives attending to customer calls continually, addressing issues ranging from product queries to sharing dealer contact and recording feedback. But despite their best efforts, at any given time, there were at least 4 customers in the line, waiting for their turn. And some callers simply dropped off, perhaps never to call again.

The customer care team realized this was untenable for the representatives and for the impression it would leave on the company’s valuable prospects. While the website lists all products, bucketing them under intuitive sections, customers still preferred talking to an expert. Scouring through product categories can be overwhelming, especially so, while dealing with specialty chemicals. Aware of this explicit user concern the team wanted to create a solution that would retain the human touch in this tech-saturated world.

Employing intuitive interactions
for easy product and solution discovery

For this market leader, digital transformation is about reaching customers where they are most comfortable. A detailed customer journey mapping revealed that its website was the go-to for most prospects. And that WhatsApp could soon be the big differentiator to drive personalized service offerings among diverse customer groups. With Concerto’s Pre-Packaged Conversation Modules the company decided to build a solution that could easily be optimized both for its website and WhatsApp.

To put together customer service, product recommendation, and lead generation into a single solution, the company sought a number of Concerto solutions. The Goal-Oriented Conversations module guided users by asking contextual questions to find products. And Concerto Suggester was tailored by creating a comprehensive product catalog in the back end that mapped varied tile and stone problems with appropriate solutions and products.

By enabling product recommendations via chat, they emulated the personalized store experience on the website. Moreover, using conversations instead of impersonal forms to collect requirements introduced an additional layer of empathy that resulted in higher engagement.

What’s more, Concerto Conversational Assistant answers any product or business-related query and captures leads efficiently using relevant filters. The details of sales leads and end-users are then routed only to the respective teams in an easy-to-use format. This helped cut down the back and forth between teams across regions. The powerful dashboard provides insights on the most popular products, common user queries, unanswered questions, and more, helping management teams make informed business decisions. Using these insights, teams also updated the content in real-time to manage popular user requests and concerns.

Excited by the diverse possibilities of AI, the company came forth with more asks. Working together, we implemented search within the chat window, introduced video responses for product queries, and added functionalities such as feedback, complaints, etc. Thus the conversational assistant was customized to do everything the representatives did, sans time constraints or wait time.

Reaching more customers
with innovative tools

You could employ the most futuristic technology, or come up with the best strategy to sell, but if you fail to strike a chord with your customers, everything falls flat. Only one way to know if your efforts have paid off: hard numbers. Within the last six months, the stone and tile installation major has seen over 10,000 unique interactions with the Concerto Conversational Assistant. Every month it guides 400+ users through product queries to successfully recommend products and its lead generation has seen a steady 20-25% growth.

Data from user logs of over the last 6 months

That’s not all. Of the 10,000+ queries thrown at it, the conversational assistant showed an excellent resolution rate of 95%.

With Concerto, the stone and tile pioneer was able to carry through its vision of being a people-first business. Its employees appreciate the opportunity to do more meaningful work while the customers now interact digitally with the company like never before.

“In Concerto we found a great solution to directly engage with our end customers using the latest in digital and AI technologies. We have ambitious plans to improve our engagement with our distributors and sales partners, along with the integration of these capabilities with our enterprise systems and Concerto’s platform gives us a powerful, scalable and flexible platform to support these digital transformation objectives”

leading stone and tile installation company AVP

The post Stone and tile installation pioneer from India personalized pr… appeared first on Concerto.

Concerto

Meevo – Best software to supercharge your Salon & Spa Business

Meevo - Best software to supercharge your Salon & Spa business

Meevo Features

Business operations

Client Management

Marketing

Meevo Pricing

Frequently Asked Questions

What Business Size does Meevo cater to?

Can I login to Meevo from home?

Does Meevo have mobile app?

Does Meevo have a referral program?

How do I Supercharge Meevo with Artificial Intelligence?

Start Your Dental Practice: A Definitive Guide (2024)

Start Your Dental Practice: A Definitive Guide (2024)

The Current Landscape: Understanding the Dental Industry in 2024

A Comprehensive 8-Step Guide to Starting Your Dental Practice

1. Create a business plan

2. Take care of the financials

3. Choose the right location

4. Sort out the legalities

5. Equip your practice

6. Find your people

7. Build your marketing plan & attract new patients

8. Deliver exceptional patient experiences

Let 2024 be your year of launch!

How Marianne Strokirk nurtured more meaningful custome…

Channels

Pre-packaged conversation modules

Customer: Marianne Strokirk Salon

Industry: Beauty & Wellness

Location: Chicago, Illinois

How Marianne Strokirk nurtured more meaningful customer interactions with Concerto’s AI front desk co-pilot

What Marianne Strokirk stands for

Navigating our business challenges

Impact in 30 days

in revenue

bookings

hours saved

after-hours bookings

Leveraging technology to realize our people-first vision

Why I am in love with Concerto’s AI front desk co-pilot

The way forward

A Wisconsin dental practice Curbs Patient Loss by 50% with Concerto Co-pilot

Channels

Pre-packaged conversation modules

Customer: A Wisconsin Dental Practice

Industry: Dental and Oral Care

Location: Wisconsin, United States

A Wisconsin dental practice curbs patient loss by 50% with Concerto Co-pilot

Growth In New Patient Referrals

Separate Software Solutions Unified

Appointments Scheduled After-Hours

Hours Saved

From scattered processes to seamless operations

Reaching more patients while saving time and effort

The way forward

Transforming Patient Experience With AI Chatbots at Dental Practices

Transforming Patient Experience With AI Chatbots at Dental Practices

Navigating Patient Behavior and Preferences in the AI Era

Dental Practice Challenges (+ Ways to Improve Patient Experience With AI)

Incessant phone calls

Staffing shortages

No-shows on appointment day

Patient fear of procedures

Appointment management

Blind spots in service delivery

How Concerto’s AI co-pilot can take your patient experience to the next level

How a Vancouver spa generates $14000+ revenue every month…

Pre-packaged conversation modules

Channels

Customer: Premiere Salon

Industry: Beauty & Wellness

Location: Vancouver, Canada

How a Vancouver spa generates $14000+ revenue every month with a Smart Assistant from Concerto

Generated

Hours saved

Bookings

Enhancing the wellness experience with tech

Pre-packaged
conversation modules

How Marianne Strokirk nurtured more meaningful customer interactions with Concerto’s AI front desk
co-pilot

Leveraging technology to
realize our people-first vision

Why I am in love with
Concerto’s AI front desk co-pilot

Pre-packaged
conversation modules

From scattered processes
to seamless operations

Reaching more patients
while saving time and effort

Transforming Patient Experience With
AI Chatbots at Dental Practices

Navigating Patient Behavior and
Preferences in the AI Era

Dental Practice Challenges (+ Ways to Improve
Patient Experience With AI)

How Concerto’s AI co-pilot can take
your patient experience to the next level

Pre-packaged
conversation modules

How a Vancouver spa generates $14000+
revenue every month with a Smart Assistant
from Concerto

Enhancing the wellness
experience with tech

Designing a virtual assistant
that embodies the brand

A conversational spa booking
experience that delivers

Much to see, download
and share with your team

Voicebots and their growing role
in shaping the customer experience

Enhance your customer experience
with Concerto AI’s best-in-class voicebots

Pre-packaged
conversation modules

How a retail pioneer simplified
access to better opportunities

How Concerto Assistant streamlined
information dispersal with AI

Connecting deserving candidates
with better opportunities

Pre-packaged
conversation modules

Stone and tile installation pioneer from India
personalized product recommendations
with Concerto AI

Creating efficiencies and improving
customer experience with conversations

Employing intuitive interactions
for easy product and solution discovery