How appointment scheduling can help you deliver a superior customer experience and improve retention

Dhiraj Nallapaneni

5 min read Last Updated Mar 26, 2021

adult businesswomen in suit using smartphone

The following post is from a guest contributor.

People never forget how you made them feel! This holds true for your customers. Delivering a positive customer experience will call for efforts, but yield you great returns in the long run. 

Customers today have a huge number of choices at hand, and it’s very easy for them to choose a competitor over your business. You want loyal customers for your business to flourish in the future, and providing a good customer experience will help you do just that – make customers stay by your side!

Here are 5 ways in which a positive customer experience can help your business:

  • Stand out from your competition: In a world full of options, if the customer experience you dispense strikes the right chord, leads are bound to choose your business over your competitors. 
  • Get more loyal customers: Customers who love the interaction with your business will keep coming back to you, and choose you over and over again.
  • Earn quality referrals: Your loyal customers will talk about your business to their friends, family, and acquaintances, and keep bringing you new customers. 
  • Enhance your credibility: Great customer experiences will lead to positive business reviews, and hence help build people’s trust in your brand. 
  • Increase your revenues: Apart from the above-mentioned benefits, providing a good experience will improve your customer satisfaction, and people will be willing to spend more money on your services.

So how do you ensure that you deliver an exceptional experience that almost all your customers want and would potentially even pay more for? 

Well, something as simple as an appointment scheduling software can help! It can allow you to provide an easy and flexible booking experience throughout the customer’s buying journey and stand out on every step of the way! 

This will ensure that you stay ahead of the competition in boosting customer engagement, satisfaction, and retention. 

So let’s get started and discuss how an appointment booking software can help you win at delivering a great customer experience. 

5 ways in which an appointment scheduling software can help you deliver a better customer experience

Improving customer experience you provide requires patience and effort. However, an online booking software with the right features can catalyze this process and save you a lot of effort as well as time. 

Here are 5 ways in which you can deliver enhanced customer experiences with an online scheduling software.

Make the best first impression with seamless scheduling 

Booking an appointment manually can require back and forth phone calls or emails, which is a tedious process. In this case, customers need to keep an eye on the clock and make time for scheduling within your business hours. 

With a 24×7 online scheduler, your customers can book appointments with you at their own convenience, from anywhere, at any time of the day! The booking process becomes extremely easy and seamless for your customers. 

In many cases, online appointment booking is the first interaction of a customer with your business, so it’s important to play your cards right! Ease of booking at this time will make a good first impression. 

Additionally, some online scheduling software helps you add a Book Now button to multiple channels – your business website, Google My Business profile, Facebook, and Instagram business pages. This makes it easier for visitors to convert into customers!

Empower your customers with easy self-scheduling

With self-scheduling, customers have the freedom to choose according to their preferences. Apart from the convenience of booking, customers can take charge of their appointments. They can choose their preferred time from the available slots, the services they wish to book, the staff member they want to be serviced by, etc. 

Not just that, in the case where a customer is unable to make it, they can either reschedule or cancel the appointment on their own without the need for any calls.  

Save what matters to your customers – their time!

Time is one of the most valuable assets today, and your customers do not want to waste their time, even during booking. There’s no need for them to compare calendars and make time to call you for booking an appointment or repeat the whole process of canceling or rescheduling. The booking process becomes extremely quick with an online scheduling system. 

It also helps reduce the waiting time for your customers at the checkout counter. Since appointments are already recorded in the system, all details are auto filled and your receptionist can quickly complete the check-out process without any holdups and avoid long queues. 

Provide personalized services 

Personalization is the key to customer satisfaction, and in turn, to delivering a great customer experience. 

With intake forms, you can request additional information from customers at the time of booking, to help you deliver personalized and well-informed services. Other than that, customer notes can help you keep a record of your customers’ likes and dislikes, to help you provide better services in the future. 

Get more reviews to improve your CX 

To keep delivering great customer experiences, you need to understand the customers’ point of view. Appointment scheduling software lets you request review post service completion so that your customers can fill in what they liked or disliked about your services and the whole experience with your company. 

Good customer experience will lead to better customer reviews, no doubt. But asking for reviews at the right time will ensure that you 1) get more reviews, 2) receive accurate feedback and, 3) are able to act fast in case of negative reviews – which, in turn, will give you a chance to improve your CX in the long run. 

Conclusion

For most businesses, especially service-based businesses, the customer is the boss! In today’s era when customer knowledge holds the utmost importance for your business and its growth, you need to focus on it. Be smart enough to choose the right tools (online scheduling software) to help your business deliver exceptional customer experiences, boost retention, and be the best in the market!