Text back missed calls within a minute · Northstar Wellness

Found
Proposed
Testing
Result
In use

In use

Checked monthly

Used: 31 of 31 missed calls in October got the text within a minute
Holding: Booked 27% in October against 19% before. Holding.

Result after 6 weeks

Supported

New way28%19 of 68 missed callers

Usual way19%13 of 68 missed callers

Difference+9 ptslikely +1 to +18 points

By weekNew wayUsual way

Wk 1Wk 2Wk 3Wk 4Wk 5Wk 6

Supported. The range stays above zero, so the comparison backs the change. STOP replies 2%.

What the agent found

Supported

In August, about 34 callers a month reached voicemail and heard back the next morning. For 6 weeks, half of them got a text within a minute. That half booked 28% of the time, against 19%. It became the default on Sep 30.

Missed callers a month: 34
Booked, text back: 28%
Booked, next morning: 19%
Booked since adopted: 27%

Missed callers booked within 5 days, by monthWith the textBefore 19%

18%19%20%24%27%

JunJulAugSepOct

What it might mean

68 missed callers in each group, split at random
+9 points observed, likely +1 to +18
Used on 31 of 31 missed calls in October

The change

Before

Missed calls: a callback the next morning

Now

Sorry we missed your call! I have Wednesday at 5:30 PM or Thursday at 8 AM open. Want one, or should we call you back?

Calls still ring the front desk first.

Test plan

Predicted +4 to +10 points booked among missed callers

Who: Half of missed callers at all 3 locations
Compared with: The other half heard back the next morning
Success measure: Booked within 5 days
Guardrail: Fewer than 5% reply STOP
Stop rule: Stops if more than 5% reply STOP
Length: 6 weeks