Amara Clinics is a leading aesthetic clinic group with locations across the UK, Ireland, and Warsaw, specializing in a wide range of cosmetic treatments. Founded by Dr Paul Munsanje, an experienced aesthetic doctor with over 20 years of experience in the field, the clinic focuses on enhancing both the appearance and well-being of its clients. Services offered include anti-wrinkle treatments, Botox, dermal fillers, advanced facials, fat freezing, and medical-grade skincare products.
Amara Clinics prides itself on its long-standing reputation for excellence, having built a loyal client base over the past two decades.
The main challenge at Amara Clinic revolves around managing communication across multiple locations and platforms, with a relatively small team. Initially, communication was handled via a central receptionist, but as the business grew, this became increasingly difficult due to the variety of channels customers were using to reach the clinic, such as WhatsApp, Facebook, Instagram, landline, and email. The receptionist was overwhelmed trying to manage these different communication channels and it was difficult to replace her when she had a week off.
Three Favorite Features of Amara Clinic
- Feature: Unified Inbox
- Feature: Automations
- Feature: Teamchat
1. Unified Inbox
Superchat’s unified inbox allows Amara Clinic to centralize communication across multiple channels, including WhatsApp, Instagram, and Facebook, streamlining the management of patient inquiries. This feature has been crucial in reducing the complexity of handling communications from various platforms and locations. With all patient messages in one place, staff are able to stay organized and respond consistently, alleviating the stress of juggling multiple communication tools and ensuring a smooth patient experience.
2. Automations
Amara Clinic uses two powerful automations. The first automation has transformed Amara Clinic’s follow-up process by enabling the clinic to set up automatic reminders and aftercare messages for patients. This reduces the manual workload for reception staff while ensuring timely and consistent communication. Automated aftercare instructions are sent promptly after a treatment, preventing delays that could lead to patient confusion or dissatisfaction. By automating these touchpoints, Amara Clinic enhances patient care, improves retention, and ensures no detail is overlooked in the post-treatment process.
The second automation is the quick feedback automation, which has significantly improved Amara Clinic’s ability to gather valuable patient feedback. With a simple rating system integrated into post-treatment communications, the clinic now achieves a 70% response rate for feedback. The automated WhatsApp message consists of one simple question (How was your experience?) and three quick reply buttons (≤8/10 rating, 9/10, and 10/10).
This allows the clinic to quickly assess patient satisfaction and identify areas for improvement. By actively engaging patients with quick feedback options, Amara Clinic gains actionable insights into their service quality, helping refine their offerings and increase overall patient satisfaction.
3. Team Chat
The Team Chat enables the receptionist to handle all communications and easily interact with the team, not being isolated. If the receptionist cannot answer a difficult question about a treatment, they can forward the WhatsApp message to a doctor or someone who performs that particular treatment.
How Amara Clinic benefits from Superchat
- Time savings with a unified inbox
- Improved efficiency with message assignments
- Faster response time with templates
- Automation of reminders and aftercare instructions
- Automated customer feedback
How Amara Clinic uses Superchat
The challenges before Superchat
The business faced several challenges with managing customer communications. When the receptionist was away, other staff members, who were less familiar with the technical side of communication, had to step in, leading to inefficiencies and a lack of consistent customer interactions. Therefore, Dr Paul Munsanje needed a way to centralize communication and improve response times.
After trying another tool that was limited to WhatsApp, Dr Paul Munsanje found Superchat through an Instagram ad. The key attraction was Superchat’s ability to unify multiple communication platforms (WhatsApp, Instagram, Facebook) and manage interactions across different clinic locations. This was crucial as it would allow one receptionist to handle all communications and easily interact with the team, not being isolated.
Kickoff, strategy and daily use of Superchat
Dr Paul Munsanje estimates it took several weeks to get everything fully configured because other business duties and team coordination slowed progress. Dr Paul Munsanje learned that keeping automations simple was key, as troubleshooting and finding errors is more difficult with complicated automations. You can build more complicated automations later on.
Dr Paul Munsanje worked with an automation specialist to connect Superchat to the clinic’s CRM system, which allowed for automated WhatsApp follow-ups after a patient’s appointment. For instance, once an appointment is completed, an automation kicks in to send the patient a message with aftercare instructions. Now, all different channels (WhatsApp, Instagram, Facebook, etc.) are in one place, improving efficiency. Superchat also facilitates the sharing of customer inquiries across team members, ensuring that difficult or specific questions can be quickly routed to the right expert, such as a doctor.
How Amara Clinic wants to scale with Superchat
Dr Paul Munsanje is thinking about starting WhatsApp newsletters for different treatments, so that people who are interested in specific treatments can easily learn about them. These newsletters would educate potential clients and help them to choose the right treatment for their needs. Dr Paul Munsanje's vision for Amara Clinics is to become the Nobu of cosmetic treatments with even more clinics in premium locations across major cities and Superchat is helping them to achieve this ambitious goal.