Online Reservations

Introduction

Zr Ware® Desktop site > Dashboard > Online Reservations

The Online Reservations Dashboard gives you information about any partial online bookings or completed Residential/Commercial forms that came from the online booker.

There are three sections on this page:

1. Online Reservations Tracking
2. Online Reservations - for Residential Contacts
3. Commercial Contacts
4. Toggle Print Mode

 

 

1. Online Reservations Tracking

The Online Reservations page is where you will find a list of all the data collected from the online booker. Note: Data can be collected differently depending on the mode being used.

The Online Reservations Tracking tool allows you to view a summary of the collected data between specified dates.

1. Filter: You can filter for a specific online reservation mode and date range here.
2. Step Description: A description of the information the viewer would enter at that step.
3. Viewed: How many viewers progressed to this step (from number 1).
4. Percent Remaining: The percentage of viewers who progressed to that step.
5. Exited At Step: How many viewers quit at this step.
6. Percent Exited (Exited at step / Total * 100): Percent of viewers that exited on this step.

 

Viewed/Exited At Step

Each of these columns displays the number of users that falls into the category. You can select the number to view each of the users.

1. The Gear on the side allows you to edit notes stored in the Notes column.
2. The export button allows you to export a csv of the information you are viewing on this screen. It also contains some additional information that is not present.

Add Note

Add a comment in the box, then click Save.

Back to Viewed/Exited At Step

Tracking Report

The tracking report looks like the following. Each row represents one reservation record.

1. first_name. The first name of the client.
2. last_name. The last name of the client.
3. appointment_dt. The appointment date selected by the client.
4. created_dt. The date that the reservation was created (when they first started the reservation).
5. created_time. The time that the reservation was created (when they first started the reservation).
6. street1. The first part of the client's street address.
7. street2. The second part of the client's street address.
8. city. The city of the client's address.
9. state. The state of the client's address.
10. postal_code. The postal code of the client's address.
11. device_type_text. The device type used by the client to fill out the reservation (Computer or Mobile).
12. email. The client's email address.
13. home_phone. The client's home phone.
14. mobile_phone
15. last_step. The last step the customer saw before exiting.
16. products. The products selected by the customer.
17. source. The client's marketing source.
18. promo_code. The promo code used by the client for this reservation, if any.

Back to Online Reservations Tracking

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2. Residential Contacts

Reservations that show up on this list are either partial reservations, or completed reservations made on a mode like the 'Simple Form Online Mode' where users are requesting to be contacted. Completed reservations do not show up here. You can view those on the tracking report above.

When a customer creates an online reservation via your website, there is a multi-step process that they must complete. Zr Ware® begins collecting information after step one.

There are ten columns on the Online Reservations page:

1. ID
2. Customer Name
3. Customer Email
4. Requested appointment date
5. Created - This timestamp is collected when the customer moves from step one to step two in the online reservation process. Once an online reservation appears, please give the customer an additional 15 minutes to complete the reservation before calling them to confirm as this will allow them enough time to complete all of the steps.
6. Customer's City and Phone Number
7. Customer's ZIP Code
8. What device the customer used to visit the online reservation page.
9. Whether the customer is a new client and whether it was a full or partial reservation - If partial reservation is listed, it will also let you know which step the client abandoned the reservation.
10. Notes

Information collected from the booker on your website may not automatically create a booking in Zr Ware®. The reservation mode you are using in Admin > Reservations will determine if a booking is automatically created. Please run tests in your training environment to make sure you understand how your online booker works. 

When you click on a partial reservation or a reservation request, a window will pop up to process it.

1. Reservation Details: Details that the customer entered in from the online booker.

2. Data to pass to the new booking:

   Zr Ware® attempts to match the online reservation to the Zr Ware client list.  If there are matches, that information will be presented here.

   The CSR can decide if that client is a match, or they can create a new client record.

   If the CSR chooses a client match, the Address Option table should populate if the customer has multiple addresses to choose from. 
   If the CSR chooses a client match, the upcoming appointments table should populate if that client match had any upcoming appointments.

3. Process actions: 

   Click "Add Client" to have that client added in your system and to stay on the Online Reservations page.

   Click "Proceed to Client" to add that client to the system and to enter that clients page.

   Click "Proceed to Booking" and to enter the booking screen.

   You also have the ability to create a client by clicking the "Add Client" button.

   • Note: If the client opted into receiving SMS Marketing texts while booking online and your company has the trigger/template set up for 'SMS Marketing Opt-In Confirmation', the action of pressing the 'Add Client' or 'Proceed to Booking' button will trigger the 'SMS Marketing Opt-In Confirmation' message to go out to the client.

Remove Reservation

If you call the client, but are unable to book the reservation, you may remove them from the list.

You can use the 'Remove Reservation' button in the Process Reservation modal or you can remove multiple reservations following the steps below:

1. Place a checkmark in the box next to the client name.  

2. Click the trash can in the upper right corner.

The client is then removed from the list.

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3. Commercial Contacts

 

This has been moved to Dashboard > Leads.

 

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Toggle Print Mode

See this article for information on Toggling Printing.

The "Search all by email" toggle searches all active and deleted partial online reservations under that email.

The "SMS Marketing" toggle searches for all partial online reservations where the customer opted into marketing sms. Customers must be opted into this in order to receive any promotional follow up. 

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