Post-Visit Follow-Ups by Voice

Automate NPS, reviews, and reactivation offers.

Great service shouldn’t be the last message your customer hears from you. The hours and days after a visit are the best time to confirm satisfaction, gather insight, and (when appropriate) invite the next purchase. The problem? Manual calls are expensive, and generic email surveys go unread. The fix is post-visit voice follow-ups: short, friendly AI calls that check in, capture an NPS score, and—if the moment’s right—send a WhatsApp card to post a review or accept a personalised offer.

Below is the blueprint we deploy using AI Callers for outbound voice, the AI Receptionist for any inbound replies, and InOne CRM to keep the entire loop measurable and audit-ready. If your journey starts on the website, add a high-intent launcher with WhatsApp Website Integration so every conversation carries context. Explore the broader stack on our homepage.

The 3-step sequence that works

1) The same-day check-in (voice, 20–30 seconds)
A polite AI call thanks the customer, confirms the work, and captures NPS (0–10) in natural language. If they’re busy, it offers to send a quick WhatsApp card instead.

2) Smart branch (WhatsApp cards)

• Promoters (9–10): one-tap links to post a review (Google/FB) + optional “Refer a friend” perk.

• Passives (7–8): ask what would have made it a 10; include a small care tip or “book the next visit” button.

• Detractors (0–6): skip public reviews—open a warm transfer to a human with the last turns and a short context packet in InOne CRM.

3) Timed reactivation offer
30–45 days later, send a utility-first WhatsApp template (easy opt-out) with a relevant offer: follow-up consult, seasonal service, accessory bundle—never spam, always useful. See policy basics in the FAQ and manage templates from your WhatsApp hub.

Interesting AI fact: Lightweight speech models can reliably classify sentiment and extract NPS numbers from free speech in under 500 ms, which means the caller can route a detractor to a human during the same call.

Scripts you can steal (and adapt to your brand voice)

Same-day check-in (voice):
“Hi, it’s your AI Caller from [Brand]. Just checking your [service/visit] went as expected. On a scale of 0–10, how likely are you to recommend us? (0 means not at all, 10 means very likely.) I’ll send a quick WhatsApp with next steps.”

Promoter WhatsApp:
“Thank you! Would you mind leaving a quick review? It really helps. [Google] [Facebook]. Want to book your next slot now?”

Detractor warm-transfer:
“Thanks for telling us. I’m looping in a specialist to fix this fast—you won’t need to repeat yourself.”

We keep tone and guardrails consistent across channels with our AI WhatsApp Chatbots and broader Chatbots layer.

Guardrails that protect customer trust

• POPIA by design: The caller states purpose (“to check your experience and next steps”) and collects the minimum data; consent timestamps and templates live in InOne CRM.

• Template hygiene: Business-initiated WhatsApp messages outside the 24-hour window use approved templates with a clear opt-out.

• Action whitelist: Calls and bots may request feedback, send review links, book follow-ups, or route to a human—nothing off-policy.

• Fail-safes: Low confidence or negative sentiment triggers a warm transfer with the last 5–10 turns, intent, and suggested remedy.

What to measure (pin these tiles in your dashboard)

• NPS response rate and average NPS (by branch/agent)

• Public review rate (promoters who clicked → posted)

• Detractor recovery rate (resolved within 48h)

• Reactivation conversion (offer → booking/purchase)

• Revenue per conversation across voice + WhatsApp

All interactions—call outcomes, WhatsApp taps, review links, and bookings—are attached to the contact in InOne CRM for tidy reporting.

Implementation checklist

• Enable AI Callers for same-day check-ins by service type.

• Configure the AI Receptionist to catch any inbound questions and route by region.

• Build promoter/passive/detractor WhatsApp cards in your WhatsApp hub; store templates in the FAQ library.

• Schedule 30–45-day reactivation reminders and measure conversions in InOne CRM.

• Review 20 follow-ups weekly; promote winning copy; retire weak lines.

Done right, post-visit voice follow-ups feel like service—not chasing. They increase reviews, surface issues early, and bring customers back at the right moment.

Visit: https://aiautomatedsolutions.co.za/
Contact us: https://aiautomatedsolutions.co.za/contact-us