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Follow-ups

Follow up with every caller who didn't book

Lightspire follows up for you: callers who asked and didn't book, callers who said the price was too high, no-shows, and customers due for their next visit. You choose which ones go, and whether each asks you first.

On the Growth plan

Start freeSee plans and prices

What it is

There are four follow-ups, each set up per agent and off until you switch it on: callers who didn't book, price objections, no-shows and rebooking reminders. Each goes by text, email or both, in our words or yours.

Each one is either Ask me first or Send automatically. The ones that ask wait for you, where you approve, edit or skip them. Price objections always ask first.

How it works

  1. Switch on the ones you want

    Callers who didn't book (2 hours after the call to start with), price objections (with a personal offer, 10% off for 14 days to start with), no-shows (an hour after you mark one) and rebooking reminders (6 weeks after a visit, when nothing is booked).

  2. Choose how each one goes

    Ask me first or Send automatically; Text, Email or both; our wording or yours, with a preview of exactly what the customer gets.

  3. Approve, edit or skip

    Waiting for you shows who it's for and why (for a price objection, the caller's own words and a link to the call), the message, any offer and when it goes. A suggestion nobody decides on expires after 3 days.

  4. It goes at the right time

    Only in the sending hours, and not at all once the customer has booked, opted out, or you've turned that follow-up off.

  5. See who came back

    History lists what went and whether they booked afterwards, and what was skipped, cancelled or couldn't go, with why.

An example

A price objection, turned into a booking

Sam calls Harbourside Hair about colour, says it's more than they wanted to spend, and doesn't book. Lightspire suggests a personal offer, 10% off for 14 days, with Sam's own words beside it.

The owner approves it and the text goes in the sending hours. When Sam calls back, the agent knows about the offer and books the colour at 10% off. The offer is Sam's alone and works once.

Harbourside Hair, its customers and its number are made up for this example.

The rules that protect your customers

  • Consent and opt-outs

    A follow-up goes only to someone who agreed to hear from you, has booked before, or asked about a service in the last 14 days. Anyone who replied STOP or unsubscribed gets nothing.

  • Once a week at most

    No more than one marketing text and one marketing email a week to the same person, counted together with your campaigns.

  • Sending hours

    Only 9 am to 8 pm on weekdays and 9 am to 5 pm on Saturdays, in your time zone. A follow-up due outside them waits for the next morning.

  • Stopped when it's not needed

    A waiting follow-up is cancelled when the customer books or opts out, or you turn it off. A no-show that's no longer marked No show isn't texted.

  • Only the caller's own words

    A price objection is suggested only when the caller said, in their own words, that the price was too high. Not booking, or “I'll think about it”, isn't one.

Plan

On the Growth plan

Follow-up texts use your marketing texts and emails (500 marketing texts and 2,000 marketing emails a month on Growth). When the texts run out, follow-ups wait until you add a pack. Growth is Pro's price plus A$100 a month, for the same minutes.

In the Help Centre

Start free: 15 minutes of calls a month, no card needed. Move up to Growth in Billing whenever you're ready.

Start freeSee plans and prices

More ways to grow

  • Promotions

    Offers your agent tells callers about, and books at the offer price.

  • Campaigns

    Texts and emails about an offer or your news, to the customers you choose.

  • Loyalty

    A reward every few completed visits, and your agent knows about it.

  • Booking reminders

    Confirmations and reminders by text or email, with confirm by reply.