How To Use Appointment Confirmation Emails and Texts For Better Customer Service
- Business Tips

How To Use Appointment Confirmation Emails and Texts For Better Customer Service

Busy work schedules, family obligations, and other personal responsibilities can make it challenging for anyone to remember upcoming ad hoc appointments. Fortunately, there are plenty of ways for you to make your customers’ lives easier. Research shows that 80% to 90% of people appreciate getting reminders and confirmations. A simple confirmation email or text can significantly affect how customers perceive your business. (1)

Apart from making your customers feel valued, appointment confirmation messages also save you time and money. Each meeting you schedule has a corresponding monetary value. A confirmation message reduces no-shows by 90%, so you don’t have to shoulder the hefty cost of missed appointments. Confirmation messages also provide your customers with enough time to cancel or change booking dates, allowing you to fill in the gaps in your schedule easily. (2)

A simple confirmation email or text can significantly affect how customers perceive your business.
A simple confirmation email or text can significantly affect how customers perceive your business.

Unfortunately, just sending the date and time isn’t enough. You’ll need to observe some practices to optimize your message and ensure it’s effective and unobtrusive. Here’s how you can use appointment confirmation emails and texts to improve your customer service:

Automate

An automated appointment system improves your team’s efficiency and productivity because they won’t need to spend all day making phone calls. Business management software like Jobber is an excellent solution example for companies operating in the field service sector. 

Taking the example of a plumbing business, you can share a pre-designed scheduling page with your clients. Then, after the book a service call using that page, a confirmation email or text will go out automatically and again at set times before their appointment that you determine. In addition to sending reminders, it can also collect useful customer data, such as identifying customers with repeated no-shows and developing specific strategies to improve their attendance and communication.

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Include the appointment details

The appointment details should be front and center in the body of your message. Here are some of the details your customers will want to see:

    • The time and date, preferably in bold or in different text colors, so they’re easy to find
    • The location, including an embedded map if it’s an in-person appointment. If it’s virtual, emphasize the meeting’s link.
    • The details of the service, such as the type of service they’re getting and who’s going to administer or provide it
    • An add to calendar button, so your customer can sync the appointment to their work or personal calendar

If your customer has already paid, attach a payment receipt. If they haven’t, include an estimate or quote to know precisely how much the service will cost them. The Jobber Academy is a good place to look for free materials and templates to help you create professional quotes using best practice methods and price estimates.

Keep the subject line direct and simple.

Brevity is the soul of wit. If your email subject line is too complicated, vague, or spammy, your customers will not likely open it. So it’s best to keep things short and simple. Try to include‘ Appointment Confirmation’ so your customers know what the email is right away.

Personalize your message

Consumers are more likely to patronize a business if they’re treated like a person and not a number. Hence, personalizing your confirmation emails helps build trust and create a better brand experience for your customers. (3)

Below are some tips you can use when customizing your message:

    • Include the name of the customer in your salutation.
    • Please don’t use a no-reply email address, as it can be frustrating and confusing for users who may want to clarify some details or ask for more information.
    • Set up different templates for different segments of your customer base.
    • Consider the demographics of your customers. If they’re younger, text confirmations are more likely to be opened and read. If they’re older, emails are typically the way to go.
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Provide options to confirm, cancel, or change their appointment

Make sure that your customers can easily confirm, cancel, or change their appointment dates. At the same time, make sure they understand your no-show or cancellation policies. For instance, you might charge customers a penalty fee if they cancel their appointments beyond a specific period. Make sure that this information is included in your confirmation message to avoid arguments later.

Final Thoughts

Many businesses now execute a carefully crafted confirmation process, and your customers expect the same from you. Confirmation messages are the new standard, and if you don’t adapt, you’re likely to get left behind. Use the tips and examples above to craft compelling, customer-centric confirmation emails and texts.

How To Use Appointment Confirmation Emails and Texts For Better Customer Service


References

  1. “Targeting the Use of Reminders and Notifications for Uptake by Populations (TURNUP): a systematic review and evidence synthesis,” Source: https://www.ncbi.nlm.nih.gov/books/NBK260107/.
  2. “The Many Benefits of Appointment Reminders,” Source: https://10to8.com/blog/appointment-reminders/
  3. “50 Stats Showing The Power Of Personalization,” Source: https://www.forbes.com/sites/blakemorgan/2020/02/18/50-stats-showing-the-power-of-personalization/.
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