01 / First contact
Within one minute.
Every supplied hearing-test lead receives an automated WhatsApp follow-up within one minute.
Customer case / Sonova / Hearing care
From hearing-test enquiry to a booked store appointment.
Automated WhatsApp follow-up keeps the conversation moving. Human operators help high-intent leads book their hearing-test appointment.
2023–presentTens of thousands of leadsWhatsApp + human support
The follow-up
Fast at the start. Ready when the lead replies.
An enquiry starts a conversation. The workflow follows up within one minute, sends automated reminders when there is no response, and responds within one minute when the lead returns to the conversation—even later in the evening.
02 / No response
The reminder flow keeps going.
Fully automated reminders follow up when the lead does not reply. A later reply receives follow-up within one minute, including outside human support hours.
03 / Booking
A person helps book the appointment.
Human operators handle the booking. Support is available seven days a week, from 08:00 to 22:00 in the Netherlands. Outside these hours, automated replies continue; booking support resumes during staffed hours.
The result in context
A booking rate, with a clear scope.
Since 2023, the approach has handled tens of thousands of supplied hearing-test leads. On average, approximately 74% lead to a booked store appointment.
These are high-intent leads. The result reflects both the automated WhatsApp workflow and the human operators who make the bookings.
- Period
- 2023–present
- Lead type
- High-intent hearing-test enquiries
- Volume
- Tens of thousands of supplied leads
- Outcome measured
- Booked store appointments
Source: operational results supplied by Conversion24. Approximately 74% is the reported average for supplied high-intent hearing-test leads. The result measures booked appointments and combines automated follow-up with human booking support.
What this case includes.
The Sonova workflow combines automated WhatsApp follow-up and reminders with human operators who book appointments. Human booking support runs seven days a week, 08:00–22:00 in the Netherlands; automated replies continue outside those hours.
What the standard price covers
The per-lead price includes the AI follow-up engine. AI voice costs €0.10 per minute; WhatsApp and RCS messaging are charged separately. Human operator coverage and bespoke workflows must be scoped separately and are not automatically included in the standard per-lead price.
The approximately 74% average is a Sonova result for high-intent hearing-test leads, not a guarantee for every business. It measures bookings, not attendance or sales. See pricing and usage details.
Build the follow-up around your next step.
Explore how automated follow-up and human support could fit your lead and appointment process.
Turn more of your existing leads into appointments.
Combine your CRM with Conversion24 follow-up automation. Explore the integration, channel and results you want returned to your CRM.