Opportunity
A SaaS provider offering a feature-rich online scheduling platform was helping businesses digitize appointment workflows. However, many clients—such as clinics, salons, and training centers—lacked the in-house capacity to manage high volumes of real-time phone interactions. Missed calls, no-shows, and poor customer service were reducing the platform’s effectiveness and client satisfaction.
Solution
Managed Contact Center Support
The platform provider partnered with UnifyCX to extend its capabilities by offering live, human-powered booking support.
- Real-Time Appointment Management: Trained agents handled inbound booking calls, cancellations, and reschedules.
- Live System Updates: All updates were made directly in the scheduling platform using admin tools and real-time calendars.
- Seamless Client Extension: Agents acted as a natural extension of each business, offering branded, multilingual support across time zones.
Results
- Increased appointment volume by eliminating missed calls
- Improved customer satisfaction with live phone support
- Reduced no-show rates with real-time confirmations
- Enabled businesses to focus on service delivery, not scheduling
- Helped the platform evolve into a Booking-as-a-Service model
