How do I keep customers updated throughout their appointment or service process?
Ever wonder why some businesses seem to have customers who are always in the loop, while others get stuck fielding endless “What’s my appointment status?” calls? Keeping your customers updated during every step of their appointment or service process isn’t just a nice touch—it’s become a basic expectation. With a little strategy and the right tools, it’s surprisingly easy to deliver the kind of communication that keeps your customers happy, informed, and loyal.
Why does customer communication matter during appointments and services?
The way you keep customers in the loop during appointments has a huge impact on how they feel about your business. In fact, 90% of customers say that receiving timely updates increases their satisfaction and trust in a brand . Regular communication removes anxiety, builds trust, and shows customers you respect their time. It can even lead to more positive reviews and repeat business.
What are the most effective ways to keep customers updated?
The most effective strategies use a combination of automated messaging, self-serve options, and personalized touchpoints. Here’s how leading businesses keep their customers informed:
1. Automated appointment confirmations and reminders
Send customers a confirmation the moment they book, then follow up with friendly reminders via email or SMS as their appointment gets closer. Surge by Thrive makes this easy with customizable templates and scheduling built right in Calendars / Appointment Scheduling.
2. Real-time status updates during the service
Let customers know when their service provider is on the way, when their appointment has started, or if there’s a delay. Automated workflow tools like Surge’s Workflow / Automations trigger status notifications without anyone on your team lifting a finger.
3. Two-way messaging for questions and updates
Give customers a direct line to your team—whether that’s by text, email, or even an AI-powered chat widget. Surge by Thrive’s AI Bots can answer questions 24/7 and keep clients in the loop.
4. Post-appointment follow-ups
After the service, send a quick thank-you message, share next steps, or request feedback. This closes the communication loop and makes your business memorable for all the right reasons.
How can I set up automated updates without making it feel robotic?
Personalization is key. Even automated updates can feel warm and helpful if you add your business name, appointment details, and a personal touch. For example, Surge by Thrive lets you use custom fields to address the customer by name, mention their specific service, and give them clear options to confirm, reschedule, or ask a question Custom Forms.
What tools should I use to automate customer updates?
To streamline customer updates, look for an all-in-one platform that brings together forms, calendars, automation, and messaging. Surge by Thrive does exactly that. Here’s how you can use Surge to keep your customers updated:
- Set up automated email and SMS reminders for appointments Email & SMS Marketing
- Create custom workflows to send status updates during the service Workflow / Automations
- Use AI bots to answer customer questions instantly AI Bots
- Gather customer feedback after each appointment Reputation / Review Management
- Track every customer interaction in one place CRM / Lead Capture
What supporting questions should you consider?
- How do you handle customer updates if an appointment is delayed?
- Are your customers able to reschedule or ask questions easily?
- Do you keep a record of all communications for future reference?
- What’s the best way to use customer feedback to improve your update process?
Can keeping customers updated actually lead to more reviews and referrals?
Absolutely. Customers who feel informed and valued are far more likely to leave positive reviews and refer your business to others. In fact, businesses that regularly update customers during service see up to 30% more five-star reviews compared to those that don’t . By integrating Surge by Thrive’s Reputation / Review Management, you can automate review requests while the experience is still fresh.
FAQs: Keeping Customers in the Loop
How often should I send updates during a service?
Enough to keep customers comfortable, but not overwhelmed. Key moments include booking, reminders, provider arrival, delays, completion, and follow-up.
What channels work best—text, email, or chat?
Use the channels your customers prefer. Text is great for quick updates, while email works well for confirmations and summaries. Chat widgets are ideal for instant answers.
Can I automate updates for multi-step or ongoing services?
Yes! Surge by Thrive lets you build workflows that send updates at each stage of a project or recurring service, ensuring no one is ever left wondering what’s next.
How can I make sure my updates sound friendly, not robotic?
Customize your messages with names, appointment details, and a conversational tone. Templates from Surge make this simple to set up and personalize.
Final thoughts: Make customer updates your competitive edge
When you make it effortless for customers to stay updated during appointments and services, you build trust, reduce no-shows, and stand out from competitors. With Surge by Thrive, you can automate and personalize every touchpoint, making your business the one customers rave about.
Want to see how Surge by Thrive makes customer updates easy? Request a Live Demo or Contact Us to get started today.
Sources
: Salesforce Research – State of the Connected Customer
: BrightLocal – Local Consumer Review Survey