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Communication functionality overview - Email

Learn everything you need to know about communicating with your customers through Appointedd.

Jubrine Fortuno avatar
Written by Jubrine Fortuno
Updated over a week ago

๐Ÿ‘‹ Introduction

We understand how important meaningful touch points are with customers to help build strong relationships and provide excellent customer service. No matter what size your business is we can provide your customers with a truly personalised experience which is bespoke to your business. The best news is that you have access to all of this functionality using our out of the box features which are easy for everyone to use.

๐Ÿ“š Examples of what's possible

Appointedd allows you to fully customize the way your emails look. You can either keep it very basic with our standard communications feature, or you can fully brand it with our advanced communications functionality.

House of Fraser:


Space NK:

๐Ÿ“จ Transactional communications

Transactional communications are touch points with customers that are a result of a transaction that they have made with you. For example, you can set up your Appointedd account so that a communication is sent to the customer when:

  • A booking is created

  • A booking is modified

  • A booking is cancelled

  • A booking is requested

  • A payment is made for a booking

  • A booking request is declined

Customers don't need to opt in to receive these communications as they are purely transactional and don't include marketing content. They can also only be triggered when a customer actions one of the transactions.

You can learn more about sending transactional communications to customers here.

๐Ÿ“ง Smart communications (reminders and follow-ups)

Smart communications are touch points relating to a booking a customer has made but are additional to the transactional emails. For example, with smart communications you can send customers a reminder email prior to their booking occurring and you can send them a follow-up email once it has occurred.

You can learn more about sending smart communications to customers here.

๐Ÿงฎ Creating dynamic content

Creating dynamic content allows you to stand out from your competitors by providing customers with a personalised communication. You can create dynamic content using our advanced communication functionality. You can learn how to create dynamic content for transactional emails here and for smart communications here.

๐ŸŒป Branding your communications with headers and footers

You can easily transform your communications to look native to your brand by adding your HTML headers and footers to your emails. You can learn more about this here.

You can also use the advanced communication functionality to change the font, colours, alignment and size of your content so that it looks and feels on brand.

๐Ÿ“ก Methods of communicating

Your method of communicating is just as important as deciding to communicate in the first place. What is the best way to get this information across depending on the customers that are going to receive it?

Appointedd allows you to set up communications in email or SMS so that you have complete flexibility to communicate in which ever method makes most sense for your business.

In order to use the SMS functionality, you will need to integrate with one of the SMS providers. Click here to learn more.

๐Ÿš€ Creating and end to end customer journey

Here is an example flow that you could set up in Appointedd:

  1. Customer books a virtual beauty consultation with an expert;

  2. They immediately receive a confirmation email that includes the link to join the consultation at the time of the booking;

  3. 1 day before the consultation the customer receives a reminder email with an overview of the expert that will be meeting with them and how to join the Zoom link at the time of the booking;

  4. 2 hours before the customer receives another email reminding them that their call is coming up soon and is provided with the phone number of the expert in case they are having any troubles with Zoom;

  5. 15 minutes before the customer receives a text message reminding them that their consultation is about to start;

  6. After the consultation the expert updates the customer status to bought products and a follow up is sent to the customer thanking them for their custom and to provide them with links of other products they could buy;

  7. 1 month later another follow up is sent asking if they would like to book another consultation with an expert.

We would love to hear any feedback ๐Ÿ‘‚

Keywords: Emails, Email communications, email templates, SMS

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