Zenoti: We designed the industry’s first AI-powered, multi-modal customer engagement platform
Client: Zenoti
Duration: 2 years
We built HyperConnect to deliver a fundamental paradigm shift in how salons, spas, medical spas, and gyms manage their operations. Moving beyond outdated appointment books and fragmented customer communications, HyperConnect unifies booking management and customer engagement across all channels—phone, email, and messaging—into a single, intelligent platform designed specifically for the beauty and wellness industry.
The challenge
The beauty and wellness businesses faced operational chaos from managing disconnected platforms for bookings, phones, messaging, and reviews. The front desk staff constantly switched between applications instead of focusing on providing customer service.
Data silos created friction at every customer interaction. When VIP guests called, staff manually hunted across platforms to piece together history, leaving high-value customers feeling like strangers. This "data archaeology" consumed valuable time and created inconsistent experiences.
Phone systems provided zero visibility into interaction quality. Managers had no insight into whether staff delivered exceptional experiences or drove customers away at the critical first point of contact.
The discovery
Working closely with our Product Manager, we conducted extensive customer interviews to understand how salons and spas used their existing phone systems, messaging platforms, and review management tools. This revealed that existing solutions treated each function as isolated capabilities—phone systems focused solely on call routing, messaging platforms only handled texts, and review tools operated in complete silos.
Business owners were completely unaware of the cognitive load and time drain their staff experienced jumping between 4-6 different platforms throughout their day. Staff had normalized this friction, but when we quantified the lost productivity and its impact on customer experience quality, owners realized they had a significant operational blind spot that was directly affecting their bottom line and service standards.
Product principles
Based on our findings and discussions with the founder, we established core product principles to guide every design and development decision throughout the project:
Timeline:
Traditional appointment books present static blocks of scheduled visits, missing the dynamic reality of what's actually happening in a business at any moment. We built the “Timeline” to capture the true flow of events—phone calls, new bookings, adjustments, reviews, referrals, waitlists, customer drop-offs—all streaming in real time. When staff switch to a particular customer, the Timeline instantly surfaces the complete history of interactions, providing rich context for every conversation. This transforms routine interactions into personalized experiences.
A client calls to book an appointment. The timeline shows she referred a friend last week who had already booked. Staff immediately thank her for the referral and offer a loyalty discount, strengthening the relationship.
A client checks in for their appointment. Timeline reveals a glowing 5-star review they left three days ago. The front desk thanks them specifically for the kind words, making them feel valued and heard.
Business timeline showing a newly booked appointment, feedback on a previous one, and an instance of engagement completed on SmartBot.
An active call on a guest timeline showing recent events as well as a detailed profile
A guest's timeline with a recording, transcript and AI analysis of a recent phone call completed
Business timeline showing a recently dropped Google review
Phone system:
Our clients relied on dedicated, robust phone systems that were central to their operations. For HyperConnect to succeed, we couldn't simply add calling features—we had to match the full functionality they were accustomed to, then exceed it.
The baseline requirement was comprehensive phone system parity:
Complete call management: Inbound and outbound calling with professional-grade reliability
Phone tree configuration: Flexible routing to handle different interaction flows and business hours
Essential telephony features: Call hold, agent transfer, voicemail management, and call history
Seamless multitasking: Staff could navigate anywhere in the platform during active calls and return to the call interface instantly
Intelligent missed call coverage: Smart chatbot automatically engages missed callers via SMS, handling new bookings, reschedules, and cancellations without disturbing staff
This foundation ensured zero functionality regression while positioning us to layer on the contextual intelligence that traditional phone systems couldn't provide.
Beyond traditional phone systems, HyperConnect automatically surfaces key customer traits the moment the phone rings. When staff accept the call, the system instantly loads a detailed customer profile with upcoming appointments prominently displayed. Suppose a customer calls to reschedule or cancel. In that case, their appointment is already visible with one-click actions available—eliminating the need to switch contexts, manually search for visits, or put customers on hold while hunting through calendars.
A Phone Tree configuration showcasing how a business can setup how they want their incoming calls to flow through the system
A widget to show an incoming call from a guest
Call queue allowing call centers to see guests waiting in queue allowing staff to decide which calls to prioritize
Voicemail on a missed call can be assigned to an agent to follow up on
SmartBot kicks in to manage missed calls and engages guests on a range of use cases
Unified messaging:
Rather than forcing staff to juggle separate apps for SMS, WhatsApp, and Meta's messaging platforms, HyperConnect consolidates all incoming messages into a single, unified inbox. Staff can receive and respond to customer messages from any channel without context switching.
Managers gain powerful communication tools through predefined response templates for common inquiries, ensuring consistent messaging across the team. The broadcast functionality enables targeted promotions to multiple customers simultaneously—ideal for filling last-minute cancellations, promoting seasonal services, or announcing special offers to specific customer segments. This transforms messaging from reactive customer service into proactive revenue generation.
Unified Inbox to receive and send messages across different platforms
Ability to broadcast a message to multiple guests at the same time
Reputation management:
HyperConnect connects with social accounts across platforms to capture all reviews and ratings in one centralized location. The system allowed staff to link reviews to existing customer profiles, automatically adding them to each customer's Timeline alongside their appointment history and interactions.
Addressing a critical gap we observed, businesses often struggled to respond to reviews consistently or at all. We streamlined response management with AI-generated reply templates that managers can customize through simple prompts.
A unified Inbox to capture all emails including an overall analysis of sentiments and key aspects being discussed
An instance of review captured and displayed on the business timeline
Ability to link a Google review to one of the registered guests so it can be moved to the specific guest's timeline
A default response drafted by AI that can be tweaked by the user manually or using AI
Deep insights:
Every customer call generates detailed transcripts, recordings, and AI-powered insights that rate what went well and identify improvement areas. This granular analysis transforms phone interactions from invisible conversations into measurable business intelligence.
At the management level, HyperConnect surfaces missed revenue opportunities across all calls—highlighting upsells that weren't mentioned, bookings that failed to convert, and gift card promotions that were never discussed. These insights prove invaluable for owners by revealing exactly where revenue is being left on the table.
Owners can now compare performance across different locations to identify their top-performing centers, while drilling down to see how individual agents within each location stack up against their peers. This enables targeted coaching based on specific performance gaps.
Breakdown of all calls: outgoing and incoming
Billing dashboard to view credits usage
AI-powered analysis of calls to detect missed upsell opportunities
AI-powered analysis of calls to detect missed revenue opportunities
AI-powered analysis of a call's sentiment and agent performance
AI-powered agent leaderboard to analyze who's performing good and bad
Impact:
HyperConnect became the highest growth area of our business, generating $2M in live revenue within its first year of launch. Beyond the financial success, the platform created unprecedented customer satisfaction—salon and spa owners couldn't stop raving about how HyperConnect had become a true game changer for their operations.
The unified approach to customer engagement transformed not just their technology stack, but fundamentally how they connected with and served their clients, proving that solving real operational pain points creates both business value and genuine customer delight.