Sky Spa Sweden
Present for the guest. Even when the phone rings.
At Sky Spa in Västerås, calm and personal attention come first. Susanne Norbäck was initially sceptical about using technology to help with customer conversations. In her story, she describes how Missed Leads and Webchat became a support for the team, giving the guest in front of them more attention.
A guest’s calm meets a ringing phone
Susanne and her team wanted to create a peaceful setting for every guest. But the reception phone also needed attention. During massages and facial treatments, staff couldn’t be in two places at once.
There was also a concern that automated conversations would feel impersonal. In the video, Susanne describes how she was initially against both automated chats and having someone else pick up missed calls.
Building trust through a personal start
Nomar visited the spa, walked through the process and showed how Missed Leads and Webchat worked in practice. The personal walkthrough helped Susanne and the team understand the setup and feel confident getting started.
Missed Leads sends an SMS when staff miss a call. Webchat gives website visitors another way to get in touch. The team can then follow up when there’s time.
More attention where it matters
In her customer story, Susanne describes a less stressful working day. Knowing that conversations are being captured in the background makes it easier for the team to focus on the guest already there.
Her advice to others in the industry is to focus on the customers in front of them and let Nomar help with the rest. For Sky Spa, technology became a way to make more room for personal attention.
“I thought we were the ones who should be answering our customers. But it’s turned out to be the opposite.”
