Success Stories

Lifebooker

Lifebooker Utilizes Angel.com Outbound IVR to Automate Appointment Confirmations, Reduce Call Load on Live Agents, and Grow Their Business

Download the Lifebooker Success Story PDF (70 kb)

The Company
Lifebooker.com is a personal online concierge, where consumers can search, browse, and book appointments at the top health and beauty spots in their city, often at a deep discount. The company currently serves the New York market, but has ambitious plans to grow to new markets and new services in the future.

The Challenge
As a start-up, Lifebooker requires ultimate flexibility in order to design and maintain the most efficient appointment confirmation process. The business connects consumers with spas to book appointments in real time, and therefore required an outbound calling application that would grow and change with the business. Initially, Lifebooker purchased hardware and set up outbound calls internally. The company quickly discovered, however, that a hardware-based approach was not reliable or scalable because the hardware broke down on several occasions and required lines to be installed within the office. Hundreds more would have been required to keep up with customer growth.

The Solution
One of Lifebooker’s technology staff found Angel.com through an online search and soon discovered that a hosted, on-demand solution was perfect for the company’s business model. The Angel.com solution provided reliability and the ability to expand to whatever capacity the business requires. With the Angel.com solution in place, every time a consumer books an appointment with a service provider, an automated call goes out to the spa prompting them to confirm the appointment online. Eventually, Lifebooker intends to take advantage of other functionality that Angel has to offer; such as converting text to voice on a phone call and allowing businesses to confirm their appointments over the phone.

Commented Lifebooker co-founder Dana Reichman, “The automated calling functionality is key for individual service providers who might not be at a computer all day.”

The Results
Lifebooker is growing fast in New York, with more than 150 service providers catering to a growing base of more than 5,000 customers. The site is averaging 100-200 appointments per day, which equates to thousands of confirmation calls per month, all handled by Angel.com without any need for personal interaction by Lifebooker staff.

Added Reichman, “The best thing about Angel.com is the ability to automate. We don’t have to tie up our customer service representatives all day on the phone confirming appointments. Our motto is to keep things simple and with Angel.com, we can keep things simple for our customer and ourselves. It works great.”

Learn more about Lifebooker >>