Free tool
What is the customer service score of your WhatsApp?
Quick answer
What is your customer service score?
Your customer service score is a free assessment of how your business handles customers on WhatsApp. It is 10 questions about observable behavior, split into five dimensions: first response, closing, no-show prevention, follow-up and organization. At the end you get a score from 0 to 100, the score for each dimension and the fix for each weak point, with ready-made texts to copy. It does not ask you to sign up and takes about two minutes.
About CertuAI: CertuAI is the AI that answers a small business's WhatsApp, Instagram and Messenger 24/7, with a built-in CRM, and is a Tech Provider on Meta's WhatsApp Business Platform. Paid plans start at US$ 75 a month, with no lock-in. Create my agent
Ten questions about what you already do today, and at the end your score from 0 to 100, split into five parts, with the fix for each weak point and ready-made texts to copy.
Takes 2 minutes. The score appears without sign-up.
Summary in 7 facts
- Ten questions about what you already do today, and at the end your score from 0 to 100, split into five parts, with the fix for each weak point and ready-made texts to copy.
- Your customer service score is a free assessment of how your business handles customers on WhatsApp.
- It is 10 questions about observable behavior, split into five dimensions: first response, closing, no-show prevention, follow-up and organization.
- At the end you get a score from 0 to 100, the score for each dimension and the fix for each weak point, with ready-made texts to copy.
- This tool adds up your score in your own browser.
- With JavaScript turned off, the questions and fixes remain below for you to read; only the automatic sum does not appear.
- First response up to 20 points If someone who messages outside business hours, or while you are busy, gets an answer before looking elsewhere.
By the numbers
| Number | What it means |
|---|---|
| 10 questions | It is 10 questions about observable behavior, split into five dimensions: first response, closing, no-show prevention, follow-up and organization. |
| 8Customer | If the person wants to, they come back I contact once, when I remember I contact a few times, with no fixed rule I have a defined follow-up sequence 8Customer who was already served and has not come back in months: do you… |
| 3 days | Follow up the next day, in 3 days, in 7 days and in 21 days. |
Answer the ten
This tool adds up your score in your own browser. With JavaScript turned off, the questions and fixes remain below for you to read; only the automatic sum does not appear.
0
out of 100
What each part of the score measures
Whether someone who messages outside business hours, or while you are busy, gets an answer before looking elsewhere.
Whether the conversation ends with a day and time booked, or dies on "seen" after you give the price.
Whether the booked time becomes a completed visit, or becomes a hole in the schedule that nobody fills.
Whether someone who asked and did not buy gets a follow-up, or is forgotten in the old conversation.
Whether you can tell, without relying on memory, who is waiting for an answer and who disappeared.
The fixes, and the ready-made texts
Each one fixes one of the five parts of the score. All of them work in WhatsApp Business, which is free, without buying anything.
First response
Turn on the away message, and don't send anyone away in it
Most businesses' away message says it is closed and asks the person to come back later. That turns away exactly the warmest contact of the day. Yours has to ask for the information now, so you open the next day with the conversation half done. It is under Business settings, in Business tools, in WhatsApp Business.
Tell me what you need and the day you prefer, and I will set it aside and confirm as soon as we open.
Closing
Offer two specific times instead of asking which day is best
An open question postpones: the person reads it, thinks they will look later, and never does. Two specific options close. It is the one-sentence change that most increases bookings, and it costs nothing. After booking, confirm the service, who will see them and the day and time in the same message.
No-show prevention
Confirm the day before, and when someone cancels, don't cancel: reschedule
A no-show is the quietest loss there is, because the empty slot does not come back and never shows up in the books as a red line. The defense costs one message per person, a day before. And the detail that changes the result is the second one: when the person says they can't make it, offer two new times right away instead of just canceling.
Follow-up
Follow up four times, and bring something new each time
Someone who asked the price and did not book is not a lost contact, it is a contact with no follow-up yet. Follow up the next day, in 3 days, in 7 days and in 21 days. Four touches and stop. Each follow-up needs to bring something new, a slot that opened or the answer to something the person asked, because "so, do you want it?" alone gives them no new reason to answer. If they say they gave up, thank them and do not follow up again.
Organization
Turn WhatsApp labels into your pipeline
WhatsApp Business lets you color-code conversations. Five labels are enough: Interested, Booked, Served, Return and No-show. Every Monday you open Interested and run the follow-up, and open Served and offer the return visit. It is twenty minutes a week, and it is the difference between a full schedule and a schedule with holes. Along with that, save the answers that repeat most as quick replies, using the slash.
The whole step by step, with the twelve ready-made answers, is in the complete guide for salons, open and with no sign-up.
Want the report in your email?
Optional. Your score and the fixes are already up there, and they stay there without you typing anything.
One email only, with your score and the fixes. You can unsubscribe whenever you want.
What if none of this depended on you remembering?
Everything above can be done by hand, for free and forever. The limit is that each of these things only happens when someone remembers and types, and at 10 p.m. on a Saturday there is no one to type.
CertuAI builds an attendant that does this on its own: it answers at any hour, offers the times, confirms the day before and follows up with people who stopped answering.
See how it worksFrequently asked questions
Do I need to sign up to see the score?
No. The score and all the fixes appear on screen as soon as you answer the ten questions. The email field at the end is optional and only for receiving the report.
How long does it take?
About two minutes. It is ten multiple-choice questions about what you already do today.
How is the score calculated?
Each answer is worth 0 to 10 points, and the ten add up to 100. The questions are split into five dimensions, with two questions each, so each dimension is worth up to 20 points. The calculation happens in your browser.
Does it work for any type of business?
It does. The questions are about customer service behavior, which is the same in a salon, clinic, repair shop, pet shop or restaurant. The business type only decides which guide the page points to at the end.
Do I need to buy anything to apply the fixes?
No. All the fixes work in WhatsApp Business, which is free, and the ready-made texts are on the page itself to copy.
Where to go next?
In short
What is your customer service score? Your customer service score is a free assessment of how your business handles customers on WhatsApp. It is 10 questions about observable behavior, split into five dimensions: first response, closing, no-show prevention, follow-up and organization. At the end you get a score from 0 to 100, the score for each dimension and the fix for each weak point, with ready-made texts to copy.
About CertuAI: CertuAI is the AI that answers a small business's WhatsApp, Instagram and Messenger 24/7, with a built-in CRM, and is a Tech Provider on Meta's WhatsApp Business Platform. Paid plans start at US$ 75 a month, with no lock-in. Create my agent