Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Dr. Russo Skin Expert · MessageMind
Vendor-reportedHealthcareUnited Kingdom · ItalyIn productionSmall businessNLP
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by messagemind.ai (vendor self-report). Checked against the source page on 2026-09-06. 2 of 2 figures below appear on that page word for word.
The problem
Slow human replies to lead forms caused patients to book with competitors; managing two clinics in two countries with two languages was complex.
What was deployed
- Vendor
- MessageMind
- Products
- WhatsApp, Instagram, Facebook, SMS, Timely integration
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- Meta lead-form campaigns, Timely calendar data
- Scale
- two clinics, two countries
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
47%Lead-form close rate
“47% of leads booked into Timely on the first chat.”
Quoted word for word from the source
< 90sFirst reply time
“First reply under ninety seconds.”
Quoted word for word from the source
inside the same Instagram sessionLead-form-to-booked-consult cycle timefrom one or two days
“The lead-form-to-booked-consult cycle that used to take one or two days of email tag now closes inside the same Instagram session.”
Quoted word for word from the source
stopped losingLost Italian inquiries
“The clinic stopped losing Italian inquiries to the perceived language tax of replying in English to an Italian audience.”
Quoted word for word from the source
Sources
- messagemind.ai — vendor self-report
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