New Features & Updates

Booking Module 2.0 | 2020.03.09 Release

New features include significant improvements to the REACH™ platform.

 Our goal is to always positively impact the client email experience and overall outcomes for salon and spa users. All improvements to system functionality, personalization, and design are a result of rigorous ongoing testing and feedback.

New features include significant improvements to the REACH™ platform.

Our goal is to always positively impact the client email experience and overall outcomes for salon and spa users. All improvements to system functionality, personalization, and design are a result of rigorous ongoing testing and feedback.

Introduction

The REACH™ platform provides personalized, relevant, and timely communications that fortify and expand the salon & spa to-client relationship. Successful implementation improves retention, minimizes empty appointments, and increases sales. Octopi performs rigorous ongoing testing to make continuous advancements to functionality, content deliverability, message personalization, and design. Our goal is to further optimize the online guest experience, the merchant user experience, improve overall business and revenue outcomes. The specific features covered are: REACH™ Online Booking Module v2.0, REACH™ Results Dashboard, and Targeted LMAi Algorithms.

Glossary

  • Standard LMA Communications – Standard Last-Minute Appointment communications sent to all unbooked clients weekly based on available appointments.
  • Enhanced LMAi Communications – Intelligence-driven LMA communications sent to unbooked clients seven days before an anticipated appointment based on individual history and preferences.
  • RFM – Quantitative evaluation of client Recency, Frequency, Monetary value via transaction analysis used to create valuable insights for LMAi communications.
  • Unknown Guest History – Guest with no merchant transactions within the previous 12 months.
  • Known Guest History – Guest with at least one transaction within the previous 12 months.
  • Results Dashboard – Customized portal access to real-time reporting on profits accrued via all REACH activity (mobile and desktop access).

REACH™ Online Booking Module v2.0

The REACH™ client experience now features the below notable upgrades:

Guest Experience

REACH™ Booking Module 2.0 offers a superior AI-curated salon & spa booking experience. Existing clients will see messaging and booking suggestions based on their individual booking history and preferences. This personalization enables a seamless flow through categories, services, providers, and times. They will enjoy quick access to their preferred services and can book immediately for a frictionless and gratifying online interaction every time.

Smart Online Receptionist

On the booking page, clients are greeted with a personalized message from either their most recent provider or the salon & spa manager and provided with incentive details.

Guests with “Known” History: 

    1. Any Known Guest signing in from the web widget will be greeted with the option to rebook either of their last two (2) services with the same provider and be given the option to change services or provider.
    2. Any Known Guest clicking a link from a Last-Minute Appointment (LMA) email will see a welcome from their last provider upon sign in and be given an option to rebook either of their two (2) most recent services.

REACH™ Results Dashboard

Merchant Experience

The REACH™ Results Dashboard provides anytime access to real-time gains derived from all REACH™ Platform activities. Currently, revenue from clients newly acquired by the LMAi portal are tracked. 

Newly released feature enhancements include:

  • New branding options for account activation and password reset emails
  • Email template previews for existing and new clients
  • Additional mobile features and broader platform compatibility

Future iterations of reporting will include revenue by Client, Campaign, and Channel (broken down by email, SMS, and the website booking widget).

REACH™ Autofill Agent - Last-Minute Appointment

Migration from LMA Standard to LMAi Data Focus with Personalization

Guest Experience

To eliminate redundancy and activate enhanced features, all legacy standard LMA communications (previously sent in weekly blasts) will be replaced by LMAi email functionality (sent periodically on a customized schedule based on individual patterns and preferences). Personalized communications will replace the wide net approach. Communications that are driven by the client, rather than by the salon/spa schedule, significantly elevate the guest experience. The following functional changes are inclusive:

Last-Minute Appointment Intelligence (LMAi) functionality now sends communications to clients seven (7) days prior to each guest’s typical service cadence. Since the service and timing vary across clients, personalized emails will be sent out at the most appropriate time for each person. Automated emails are triggered based on analysis of booking patterns and latency: Date, time, stylist, service category, costs, and last appointment.

IMPORTANT NOTE: Reminder emails will NEVER be sent to clients already scheduled for an upcoming appointment. Clients who have received an LMAi communication will not receive another communication until after their due date for service has passed.

Example A. – Provider Personalization
If SANDRA (client) generally comes in for a haircut with PAISLEE (provider)  every 45 days, seven (7) days before her next anticipated appointment, REACH sends SANDRA a booking reminder (that appears to come directly from PAISLEE).

Example B. – Staff Churn
If SANDRA (client) generally comes in for a massage with PAISLEE (provider) every 60 days, but provider PAISLEE is no longer with the salon/spa, seven (7) days prior to the next anticipated appointment, REACH sends SANDRA a booking reminder that will appear to come from the salon/spa instead of from PAISLEE. 

Example C. – Limited Data
If SANDRA (client) has only come in once, and no other behavior pattern is available, the default communication will be based on the salon/spa average for that specific service. Seven (7) days prior to the next anticipated appointment, REACH sends PAISLEE a booking reminder that will appear to come from the salon/spa.

*Screen images simulated. Content is subject to change at anytime. Actual email display may vary depending on device.