About Ceuti Derma

Ceuti Derma is a premium skin health and aesthetic clinic offering advanced treatments such as hydrafacials, laser hair removal, and derma filler. With clinics located in Camden and Hounslow, Ceuti Derma combines cutting-edge techniques with a holistic approach, focusing on skin health and anti-aging through scientifically-backed, nature-inspired treatments. The clinic provides skin consultations and personalized services aimed at rejuvenating and enhancing clients' natural beauty.

Started 18 months ago, and they are wanting to ensure they keep best up-to-date with their growing customer group.

Goals:

Ceuti Derma initially sought to improve its customer service and engagement and streamline processes using WhatsApp Business. Although they already had an account, they weren’t maximising its potential. Therefore, there primary goals were:

• Understand the full extent of features offered by WhatsApp Business and how to take advantage of them

• Improve customer service by enhancing communication with existing clients and better handle inquiries

• Identify marketing opportunities to leverage within the app and its integrations with Instagram and Meta

• Streamline operations and improve workflow efficiency while still maintaining good customer service during non operating hours

How Project Alix Helped

Project Alix conducted a comprehensive review of WhatsApp Business’s features and how they could align with Ceuti Derma’s specific needs. We combined insights from market research and real-world case studies to ensure our recommendations were both practical and impactful.

Our team crafted a tailored recommendation list outlining six key features (or 9 including appendix ones?) with specific implementation strategies designed for Ceuti Derma’s business model. Project Alix identified key use-case scenarios that showcased how each feature could directly benefit Ceuti Derma’s operations and customer engagement.

Key Features We Introduced

• Broadcasting: We helped Ceuti Derma understand how to create broadcast lists to send personalized marketing content, promotions, and updates to specific customer segments. This feature is ideal for targeting existing clients with announcements about new services, promotions, or seasonal offers.

• Automated Messaging & Quick Replies: Setting up automated greeting and away messages allowed Ceuti Derma to manage customer inquiries effectively, even outside business hours. Quick replies were customized to handle frequent inquiries such as treatment details, pricing, and booking processes.

• Catalog: We introduced the Catalog feature to allow clients to browse and inquire about skincare products and treatments directly through WhatsApp. This made it easier for customers to access information about services and products, facilitating smooth transactions.

• Labels: Labels were implemented to help organize customer conversations. This feature enabled Ceuti Derma to track interactions, appointments, and follow-ups, ensuring nothing slipped through the cracks.

• Click-to-Chat Ads: To help attract new customers, we recommended using Click-to-Chat Ads, which integrate with Facebook and Instagram to create ads that lead directly to a WhatsApp chat. This helps streamline communication with potential clients, making it easier to engage with them.

• Channels: Channels were introduced as a way for Ceuti Derma to broadcast updates, skincare tips, and promotions, without requiring direct interactions. This feature not only helped increase engagement but also made it easier for new customers to discover the clinic.

The Impact of WhatsApp Business on Ceuti Derma

With Project Alix’s support, Ceuti Derma was able to unlock the full potential of WhatsApp Business. The features that were once underutilised are now essential parts of their daily operations.

• Customer Engagement: By utilizing broadcasting and automated messaging, Ceuti Derma can now engage with customers more effectively, offering tailored promotions and reminders. This has improved client retention and enhanced overall customer satisfaction. Automated responses to frequently asked questions and appointment reminders have significantly reduced the need for manual intervention, saving time for both staff and clients.

• Streamlined Operations: The use of broadcast lists, labels, and linked devices has simplified the communication process. Team members can easily manage messages across multiple devices, ensuring that responses are timely and coordinated.

• Attracting New Customers: The introduction of Click-to-Chat Ads and Channels has increased visibility and allowed Ceuti Derma to connect with potential clients through organic discovery and targeted ads. The ability to share updates and promotions via channels has helped to engage a larger audience, increasing brand awareness.

Client Testimonial:

"We initially struggled to fully understand and maximize WhatsApp Business features, leaving many valuable tools unused. There were many functionalities we overlooked and couldn’t understand how to use or adapt to our business needs. Project Alix clarified everything, tailoring their approach to our specific use cases and making the process much more manageable. Thanks to their support, we can now easily visualise and implement these features for our benefit. Some of my favourite implementations include using broadcast lists for targeted marketing and promotions to boost retention, automating messaging with quick replies and away messages, and leveraging channels to attract new customers. These tools have significantly streamlined our operations, and Project Alix’s ongoing support through follow-up meetings to assess progress and exchange feedback keeps us on track. We can now engage with our customers seamlessly through WhatsApp, improving both retention and new client acquisition.”
— (Name), (position), Ceuti Derma