Post Booking Optimization to Help with NO-SHOWS

Objective:

To set up a post-booking automation in Charlie that nurtures leads who have booked a call, helping to reduce no-shows by initiating a personalized conversation after the booking.

Tools Required:

• Charlie platform integrated with your CRM (e.g., GoHighLevel - GHL)

• VSL (Video Sales Letter) or Landing Page with a booking option

• Email and SMS systems for appointment reminders

Steps:

1. Setting Up the Workflow in Charlie:

1. Access Charlie Native:

   • Log in to the Charlie platform.

   • Navigate to the Charlie Native section.

2. Insert a Wait Condition:

   • Add a Wait condition in the workflow based on the length of your VSL.

   • Example: If your VSL is 6 minutes and 30 seconds, set a wait time of approximately 8-10 minutes to allow the lead to book a call after watching the VSL.

3. Configure the Booking Tag:

   • Ensure that your CRM (e.g., GHL) is set up to apply a Booking Tag (e.g., “booked”) when a lead schedules a call.

   • This tag will be used to trigger different actions based on whether or not a booking has occurred.

2. Create Conditional Logic in the Workflow:

1. Add a Condition Based on the Booking Tag:

   • Insert a Condition Branch in the workflow:

     • If Tags include 'booked', this indicates that the lead has scheduled a call. The workflow will proceed to post-booking nurturing.

     • If Tags do not include 'booked', the lead will continue in the normal Charlie conversation flow to further encourage booking.

2. Post-Booking Automation:

   • If the lead has booked a call:

     1. Add a Time Delay of 10 minutes to allow the normal appointment reminders (emails and SMS) to be sent out.

     2. After the delay, set up Charlie to initiate a post-booking conversation with the lead.

3. Normal Charlie Flow:

   • If the lead has not booked a call:

     • The lead will continue in the standard Charlie flow, where Charlie will engage in conversation and try to secure a booking.

3. Create the Post-Booking Charlie Use Case:

1. Clone the Main Charlie Script:

   • Clone your main Charlie use case/script and name it “Post-Booking.”

2. Modify the Post-Booking Script:

   • Change the Intro Message:

     • Modify the first message to acknowledge that the lead has booked a call.

     • Example: “Hi [First Name], this is Mia, Amanda’s personal assistant. Amanda asked me to reach out and gather a bit more information about you before your call. Is that okay?”

   • Adjust the Script:

     • Shorten the script to include only key questions that help build rapport, such as:

       • What’s your main goal?

       • What challenges are you facing?

       • What have you tried in the past?

     • Skip any additional questions from the main script that are unnecessary after a booking.

3. Update the CTA (Call to Action):

   • Adjust the CTA to reflect that the lead has already booked a call.

   • Example: “Great! I’ll pass this information on to Amanda, and she’ll dive deeper during your scheduled call. She’s excited to speak with you. Have a wonderful day!”

4. Review and Test the Workflow:

1. Test the Workflow:

   • Simulate the workflow by booking a call through your VSL or landing page and ensuring that the post-booking automation triggers as expected.

   • Check that the correct tag is applied and that Charlie engages in the post-booking conversation.

2. Adjust if Necessary:

   • Make any necessary adjustments based on the test results to ensure the process runs smoothly.

Conclusion:

This SOP outlines how to set up a post-booking automation in Charlie to nurture leads who have booked a call, helping to reduce no-shows by engaging them in a personalized conversation. This process ensures that leads feel valued and supported, increasing the likelihood that they will attend their scheduled call.

Final Notes:

• Only use this post-booking process if you are experiencing a no-show problem. If no-shows are not an issue, this additional step may not be necessary.