The Problem

When Mosaic owner, marketing director and stylist, Mike van den Abbeel, assessed the success of his salon, he recognized that the constant flow of incoming calls, while a great indication of business success, also had the potential to negatively impact customer satisfaction.

Mike looked for a solution that would take the pressure off his front desk team while at the same time ensure that all calls were managed with the quality of customer service expected from Orlando’s top salon. He had three options: to hire an additional member of the front desk team, take time away from his role as a stylist and marketing director, or look to technology to help solve the challenge.

The Solution

He decided on a technology solution and found it in Sasha for Salons and Spas, Powered by True Lark advanced conversational AI technology that is already deployed in hundreds of beauty, wellness, and fitness businesses and franchises, Sasha immediately relieved the constant call volume by quickly and intelligently responding to a wide range of inquiries, including appointment and rescheduling requests; where to park; services offered; and cancellation policies. All with a human-like conversation via text messages.

 

It has been an instant success. Clients love it. They can book appointments quickly by text. They can have immediate answers to any service questions they have such as opening hours, service options and stylist availability. They can leave a message if they are running late.

The ROI

Mosaic’s front desk team love it too. They now have the time to greet clients with a warm welcome and unrushed introduction to their stylist; and also spend quality time with them before they leave. They also have a dashboard on the front desk where Sasha notifies them if clients are running late or need follow-up.

And Mike is very happy. Since putting Sasha to work at Mosaic, it has dealt with an average of 531 calls a month, scheduled 90 appointments, re-scheduled 15 appointments: amounting to $7,520 additional revenue booked every month! 

Curious about how True Lark can help your small business? Drop us a line! Or read more.