A neighbourhood box · Madrid
1,151 conversations handled without taking hours from the box
A neighbourhood box in Madrid, a client of ours from the start. A year up and running, with every incoming conversation measured: when they arrive, how long they take to answer and how many end in a trial class.
- 1,151
- conversations handled and measured
- 65%
- arrived outside staffed hours
- under 30 s
- average reply time
- 0
- messages answered by hand at night
The starting point
It's a neighbourhood box, the ordinary kind. As in almost all of them, the owner carried the phone: replying between classes, and at night from the sofa. On the busiest days, messages went unanswered until the following morning.
Before
- The owner replied between classes, and at night from home.
- Weekend messages waited until Monday.
- Nobody followed up on people who booked and didn't show.
- There was no way of knowing how many people were being lost.
Now
- Every message gets an answer in under 30 seconds, at any hour.
- The trial class is booked inside the same conversation.
- The reminder on the day of the class goes out on its own.
- Every conversation is measured: you can see where people drop off.
“I used to reply at eleven at night from the sofa. And on the days I didn't, that person never wrote again.”