Changing wording on appt confirmation to avoid "cancel" responses
J
Jaden Sammet
When a customer responds "cancel" to an appt confirmation- it automatically is opting them out of text. The primary fix would be to change this issue- but the secondary fix would be to change the wording on the confirmation text to avoid the cancel response- like prompting numerical responses or letters.
Shelby Parker
Hey Jaden Sammet, thanks for your feedback! I have a few more questions for you:
- What specific wording would you suggest for the appointment confirmation to reduce 'cancel' responses?
- Have you noticed any particular patterns or common reasons why customers respond with 'cancel'?
- Would you prefer numerical or letter-based responses, and do you have any specific examples in mind?
J
Jaden Sammet
Shelby Parker I would suggest something along the lines- Respond 1 to confirm, 2 to reschedule and 3 to cancel. to try and reduce customers typing out cancel since typing 3 is easier- and will prevent an auto-opt out
I have not noticed any specific trends- but have seen the majority cancels due to cold feet or not knowing a reschedule estimate. But once we get an opt-out of text, it makes the contact just that much harder to get them back on the books.
I think numerical is easier to understand for all spectrums of customers- keeping it simple.