Case study · Enquiry-led services
From ad click to consultation: a connected WhatsApp lead journey for a specialist hair clinic.
The clinic was already generating demand through paid advertising. The problem was what happened after somebody clicked.
Capture 1 built a WhatsApp Business Platform lead journey that could respond quickly, gather useful context, route enquiries, connect information into the CRM and give the human team a clearer starting point for follow-up.
“Saw your ad. How much is a consultation and where are you based?”
Client
Private hair transplant and hair loss clinic
Sector
Healthcare, cosmetic and enquiry-led services
What we delivered
WhatsApp lead journeys, campaign entry points, qualification, CRM integration, reporting and human handover
The situation
Marketing was creating interest. The handover into sales was fragmented.
The clinic used paid media and high-performing website content to generate enquiries, but the journey between first interest and a consultation involved several disconnected steps.
- Prospects could wait for follow-up by phone or email
- Different campaigns and service interests needed different conversations
- WhatsApp activity was not joined cleanly to the CRM
- The team needed better visibility of the source and context behind each enquiry
- Manual reporting made it harder to understand what happened after the initial lead
What changed
The same click, followed by a different journey.
Before After
Ad or website enquiry
→
Immediate WhatsApp conversation
Name and contact details
→
Useful context about need, service and location
Separate WhatsApp activity
→
Customer data connected into CRM and reporting workflows
Generic follow-up
→
Handover informed by what the prospect already said
Campaign data separated from conversation
→
Clearer source and journey visibility
The journey
We connected the customer journey from entry point to human follow-up.
One
Ad or content
WhatsApp journeys connected to key website pages, campaign landing pages and calls to action on useful content.
Two
A prospect moves from interest into a conversation without waiting for a call back.
Three
Qualify
Light questions gather what actually helps the next stage — the nature of the enquiry and the relevant clinic or service route.
Four
CRM
Contact information, tags and conversation context connect into the clinic’s wider lead-management process.
Five
Consultation
The call-centre and consultation teams begin with more useful information already available.
Different ads and service interests could enter tailored routes rather than every prospect receiving the same generic response.
Two views of the same minute
One customer journey, several systems behind it.
For the customer, the experience is a single conversation. Behind it, ManyChat manages the WhatsApp automation and conversation environment, while integrations move selected data into the CRM and reporting processes.
What the customer sees
Saw your ad. How much is a consultation and where are you based?
Consultations are free. Which is easiest for you?
ManchesterLondonVideo call
Manchester
Perfect. One of the team will call you tomorrow morning with times. Anything you’d like them to know first?
Four messages · under a minute
What happens behind it
SourcePaid social — hair loss campaign
Entry pointAdvert click-to-WhatsApp
EnquiryConsultation, hair transplant
LocationManchester
TagsCampaign, service route, clinic
CRMContact created with context attached
Next actionCall-back queue, morning
The technology is useful because the joins between advertising, conversation, data and people have been designed deliberately.
The handover
Automation starts the conversation. People progress the important bit.
A healthcare or treatment enquiry is not something we would design as an endless automated funnel. The early WhatsApp journey exists to respond, answer straightforward questions, gather useful context and move the prospect to the right human conversation.
What the adviser used to open
LeadNew enquiry
NameJ. Patel
Phone07…
Everything else had to be asked again from the beginning.
What the adviser opens now
EnquiryHair transplant consultation
LocationManchester
SourcePaid social, hair loss campaign
AskedPrice, locations, availability
The customer does not repeat the basics, and the team starts with a clearer understanding of why the person enquired.
Results
What changed.
What this proves
The expensive bit is often the lead you already paid for.
For enquiry-led businesses, the first marketing conversion is only the start. A valuable lead can still be lost because the response is slow, the next step is unclear or the human team receives too little context.
Improving the space between interest and human follow-up can be just as important as generating another click.
Next step
What happens to your enquiries after somebody clicks?
If leads move between ads, website forms, WhatsApp, spreadsheets, CRM and people, we can help map where context is being lost and what a more connected journey could look like.