How EMAX Beauté Streamlined Lead Engagement for 18x More Appointments

EMAX Beauté is a leading provider of beauty, skincare, haircare and body wellness services, operating under four brands — Beauté Library, Curvena, Venusde and B+ Clinic. With multiple branches around the greater Kuala Lumpur area, EMAX offers a diverse range of treatments and products that it promotes with its wide-reaching social media presence.

The Problem

While EMAX was already doing marketing and sales over multiple chat channels, inefficiencies in lead tracking, spam management, response times and appointment booking were hindering business growth.

They were allocating a significant budget to Meta ads and receiving thousands of leads, but the team found it challenging to track which campaigns were working. With limited visibility into lead sources, EMAX found it challenging to accurately evaluate which ads were driving high quality leads, making it difficult to optimize budgets across multiple campaigns and channels

But that wasn’t the only problem. A flood of spam leads consumed agents’ time, making it harder to spot and respond to genuine prospects. As response times increased, so did missed opportunities to engage further with prospects.

The main objective of the ads was to encourage prospects to book an appointment for a beauty treatment, but the number of conversions was low.. The team identified key challenges in the customer journey — including slow response times, limited visibility into lead sources and manual inefficiencies — and set out to find a solution that could streamline engagement and improve overall conversion workflows.

The Respond.io Solution

EMAX was previously using another WhatsApp Business platform but began exploring alternatives that could offer more advanced integration capabilities, stronger reporting functions such as tracking customer journeys and better scalability to support their evolving business needs.

EMAX reached out to respond.io and we provided them with a custom onboarding plan to set them up for success.

Track Lead Sources with Click to Chat Ad Workflows

EMAX began by connecting all its channels from the Venusde hair care and beauty service brand. These included WhatsApp, TikTok, Facebook, Instagram and email. Respond.io’s onboarding team helped EMAX’s agents set up Workflow automation so that whenever a lead clicked on a Meta ad, the source of the message would be shown in the inbox.

EMAX also began using TikTok Messaging Ads as both Venusde and Beauté Library have a sizable TikTok following. These ad responses went directly to the respond.io inbox along with a notification of which ad a lead was replying to, giving agents instant context. EMAX optimized its advertising strategy with clear insights into which ads generated quality leads and which didn’t.

Reduce Spam and Boost Lead Quality with CAPI and TikTok Lower Funnel Events

To reduce spam and attract leads with high conversion potential, EMAX connected Meta’s Conversion API (CAPI) to respond.io to notify Meta of purchase events so that future ads would be shown to audiences with similar traits as those who made a purchase. Respond.io’s TikTok Lower Funnel Events Workflow serves a similar purpose, sending conversion data to TikTok to improve targeting and ad performance.

With these processes in place, ads were targeting higher-quality prospects, and in just two weeks, spam had greatly reduced.

Identify the Cause of Drop-Offs and Improve Experience Throughout the Funnel with the Lifecycle Feature

To better track the customer experience and discover the cause of lost opportunities, EMAX used respond.io’s Lifecycle feature. This allowed agents to tag leads as they came in, for example as New Lead, and change the status as leads progressed through the funnel.

These details are visible in the conversation so agents recognize that they should prioritize a New Lead or Hot Lead, while those marked as customers can be targeted for repeat purchases. The number of leads in each stage is also shown on the main respond.io dashboard and in reports so cold and lost leads can be identified to analyze possible causes and make improvements.

Reduce Response Time with Auto-Assignment, Snippets and AI Prompts

Slow responses were a major cause of lost leads, so promptly replying to the high volume of messages across channels was the next challenge. With respond.io, EMAX set up a round robin auto-assignment workflow, so conversations would be assigned to agents in turn, ensuring leads were evenly distributed.

With a more manageable workload, agents could respond fast. They quickly adopted the Snippets feature, which enabled them to send canned responses to frequently asked questions with a single click. They’re also taking advantage of AI prompts to compose quick, personalized replies.

Streamlining Appointment Booking

Respond.io can automate the treatment booking process completely if businesses require it; however, EMAX prefers a human touch, so agents chat with each customer who’s interested in booking a treatment session. With higher quality leads and faster responses, agents are able to engage leads while interest is high, securing more appointments.

To streamline the process, agents use Snippets for replies on availability and confirmations. They’re even able to collect payment for the treatment directly upon booking by sending a link to the payment platform; the lead then sends a screenshot of the receipt in the chat. The deal is closed in a single conversation!

"Respond.io strikes a great balance between versatility and technical depth. Much like their namesake, their platform is responsive, fast and clearly built with the customer in mind. What really stands out is the quality of their technical support—it’s not just surface-level AI replies, but genuinely helpful assistance from people who understand the tech. They combine solid sales enablement with real engineering substance. A great product and team to work with!" - Wilson Lee, CEO of EMAX Beauté

The Results

EMAX has now integrated respond.io into all four of its brands and achieved great success within a few months. Response time has reduced by 75% thanks to automation and a more even workload distribution.

After implementing CAPI and TikTok Lower Funnel events, spam has reduced by 60%, so agents can focus on genuine conversations.

With enhanced lead source tracking and integration capabilities, EMAX gained greater visibility and operational efficiency across its campaigns. Respond.io played a key role in optimizing high-performing ads, streamlining engagement workflows, enabling the team to respond faster, assign leads more effectively and make more informed marketing decisions

The company has seen appointments booked via chat on respond.io increase by 18x. In-chat payment link capabilities also allow for seamless transactions where applicable, resulting in smoother operations and strong business results overall.

Want to achieve similar results for your business? Contact us for a free consultation today!