In conversation with Chris Vines, Director, Face Medical
Face Medical is a family run aesthetic treatments clinic in Heywood near Manchester. For the past 15-years, Chris, Deborah, Kate and the team have specialised in delivering skin rejuvenation and anti-ageing treatments to their customers. Their aim is to improve the look and the overall wellbeing of their clients. EnquiryBot has been generating enquiries for their clinic since September 2019.
What has happened since you put EnquiryBot on your website?
We’ve always had a ‘contact us’ page and form on the website. Since we integrated EnquiryBot, the volume of enquiries we get through has doubled and now, over 80% of our enquiries come in via EnquiryBot. So, not only are we getting more enquiries as a result, it’s also become the most popular way to submit enquiries.
Because EnquiryBot collects so much additional information, the quality of the enquiries has really improved too. We get a lot of insight that we don’t get through the web forms.
We convert over 80% of these enquiries through to walk-in appointments at the clinic. We always follow the enquiry up by phone or email, whatever they specify. Once in the clinic, our conversion rate is close to 100%.
The EB set up was also very easy and the EB team quickly understood what was important to the business.
What impact has EnquiryBot had on the business?
It’s such friendly technology. It delivers excellent online customer experiences and we can carry that through to offline channels.
Other than the very welcome doubling of enquiries, people have said they enjoy the process, and the conversational functionality makes it easy to book consultations or treatments.
A few people have remarked that they thought they were talking to an actual person! Initially we thought it might be intrusive but it’s proving highly effective and we haven’t had any negative comments.
How has EnquiryBot slotted in with your wider operation?
We’re quite a small business so we’re busier as a result. We have one person dedicated to following up enquiries and it’s made things easier because they have more insight to work with when they come through.
We’ve been able to concentrate a lot more on SEO with our agency since the advent of EnquiryBot.
Knowing that we’re engaging with 40% of the people that hit the site means we can focus on just getting people there in the first place. They stay on site for longer now too.
EnquiryBot’s performance has given us the confidence to do this. The treatments we offer are targeted towards an older audience, so we’re working hard on getting more people from this audience interested.