Customer engagement and automation
Answer customer questions and follow up after every visit automatically, around the clock, without adding another job to your day.
Short answer: Remidiy sets up three kinds of customer automation: a custom chatbot on your website that answers questions even when you're closed, automated text (SMS) follow-ups sent after every visit, and automated email follow-ups that bring customers back.
It's for businesses that lose time answering the same questions by phone, or lose repeat customers because nobody had time to follow up. We build it once, then manage and tune it as part of a monthly subscription.
Most customer questions are predictable: are you open Sunday, do you do this service, how do I book. Most follow-up is predictable too: thanks for coming in, time for your next appointment, how did we do. When those depend on someone remembering, they get skipped on busy days, which are exactly the days they matter most. Automation handles the predictable parts so the people in your business can handle the rest.
What's included
- A custom chatbot. A chat window on your website that answers questions about your business at any hour, built around your own information rather than generic replies.
- Automated SMS follow-ups. A text message sent after every visit, for example a thank-you or a reminder to rebook.
- Automated email follow-ups. Emails that keep in touch and bring customers back.
- Ongoing management. Updating answers when your hours or services change and tuning messages over time, covered by your monthly subscription.
Automation works best alongside your website and booking. If you also want customers to book online and get confirmations and reminders, see online scheduling and business email.
How it works
- Audit. A short discovery call, then a written audit of where you stand online. Together we work out which pieces you actually need. Not every business needs all three.
- Build. We set up the automation you chose, on its own or with your site, profile or email. Fixed scope, fixed price, quoted up front.
- Manage. A monthly subscription tier matched to what we're managing for you, billed predictably and scaled to your actual needs.
How pricing works
Setup is covered by a one-time setup fee for the audit, build and onboarding, quoted as a fixed price after a discovery call. Ongoing management (updates, tuning, maintenance, monitoring and support) is covered by a tiered monthly subscription matched to the work we manage for you. We don't publish dollar amounts, and there's no hourly billing and no surprise add-ons.
What good customer automation looks like
Badly done, automation annoys the customers it's meant to keep. Whoever sets yours up, these are the marks of doing it well.
A chatbot that knows its limits
- It answers from your real information: hours, services, service area, how to book, how to reach a person.
- When it doesn't know, it says so and offers your phone number, email or a contact form instead of guessing.
- It's clear that it's an automated assistant, not a member of staff.
- Someone keeps its answers current. A chatbot quoting last year's hours is worse than none.
Texts customers agreed to receive
Text messages are personal, so consent matters. Under the FCC rules that implement the Telephone Consumer Protection Act (TCPA), automated calls that advertise or telemarket to mobile numbers need the recipient's prior express written consent, and the FCC applies these rules to text messages (47 CFR 64.1200). In practice: ask for permission when the customer books or checks out, keep a record of it, make it easy to reply STOP, and keep messages short, relevant and sent at reasonable hours. This page isn't legal advice; if you're unsure, ask a lawyer.
Emails that follow the rules and reach the inbox
The CAN-SPAM Act requires commercial emails to include a working way to opt out, the sender's valid physical postal address, and honest subject lines, and opt-outs must be honoured within 10 business days (15 U.S.C. 7704). Getting delivered is a separate problem: Gmail asks every sender to authenticate their domain with SPF or DKIM (Gmail email sender guidelines). Our SPF, DKIM and DMARC guide explains those records, and the website checker shows whether your domain has them.
Review requests that stay within Google's rules
If a follow-up asks for a Google review, don't offer anything in return. Google's Maps content policy removes reviews posted because of an incentive such as a payment, discount or free service (Google: prohibited and restricted content). A plain, polite request is fine. Monitoring and responding to reviews is part of our local SEO and Google Business Profile service.
What to have ready
- The ten questions customers ask most often, and how you answer them.
- Where customer phone numbers and emails live now (booking system, point of sale, spreadsheet) and whether customers agreed to hear from you.
- What you want to happen after a visit: a thank-you, a rebooking reminder, a feedback request, or all three.
- When a person should step in, and how the chatbot should hand off to them.
Free tools and guides
- Website checker: a free check of your site's security, speed, SEO, AI crawler access, email and domain records and contact details.
- Email authentication: SPF, DKIM and DMARC
- Contact and trust signals
- Google Business Profile checklist
Sources
- 47 CFR 64.1200: delivery restrictions (TCPA rules), Cornell LII
- 15 U.S.C. 7704: CAN-SPAM requirements for commercial email, Cornell LII
- Gmail Help: email sender guidelines
- Google Maps user-generated content policy: prohibited and restricted content
Common questions
Can a chatbot answer customer questions when my business is closed?
Yes, that's the main point of one. A custom chatbot on your website answers common questions, such as hours, services and how to book, at any time of day, using the information you give it.
Do I need permission to send customers automated text messages?
For marketing texts, generally yes. Under the FCC's TCPA rules, automated marketing messages to mobile numbers need the customer's prior express written consent, so collect it when they book or check out, and let them reply STOP to opt out. For your specific situation, ask a lawyer.
What should an automated follow-up email include?
A clear reason for writing, such as a thank-you, a rebooking reminder or a request for feedback, plus your business name and contact details. Marketing emails also need a working unsubscribe link and your physical postal address under CAN-SPAM.
Will automated messages sound robotic?
They shouldn't. Good follow-ups are short, written in your own voice, sent at a sensible time and signed by your business. Part of the setup is agreeing on what each message says before anything goes out.
How is automation priced?
Setup is part of Remidiy's one-time setup fee, quoted as a fixed price after a free discovery call. Keeping the automation running and tuned is covered by your monthly subscription tier. There's no hourly billing.
Book a free discovery call. Tell us which questions eat your day and where follow-up slips, and we'll tell you plainly what's worth automating. We reply within one business day, usually sooner. Contact Remidiy, email [email protected] or call (914) 222-3310.