{"id":10048,"date":"2026-01-12T22:05:48","date_gmt":"2026-01-12T16:35:48","guid":{"rendered":"https:\/\/www.setmore.com\/blog\/?p=10048"},"modified":"2026-01-20T20:48:43","modified_gmt":"2026-01-20T15:18:43","slug":"onboarding-team-reduces-no-shows","status":"publish","type":"post","link":"https:\/\/www.setmore.com\/blog\/onboarding-team-reduces-no-shows\/","title":{"rendered":"How the Setmore onboarding team cut no-shows and built stronger connections"},"content":{"rendered":"\n

No-shows are bound to happen in a business that relies on appointments. But that doesn\u2019t mean they should be the de facto occurrence. Naresh Kumar and the Setmore onboarding team took action to increase demo attendance and build powerful connections from the get-go\u2014using some helpful features. <\/p>\n\n\n\n

No-shows \u2014 they happen to us too<\/h2>\n\n\n\n

Our support and onboarding team is 100% human. Always has been, always will be. That means every demo is an opportunity to help people new to Setmore find exactly what they need, all the while knowing they have a helping hand whenever they need it.<\/p>\n\n\n\n

Led by Manager of Customer Service Operations Naresh (who has been with Setmore for four and a half years), the team was exploring how to support new sign-ups. As he loves solving customer problems, this was a challenge he relished.<\/p>\n\n\n\n

\u201cSign-ups grew daily, but less than 1% translated into bookings in the onboarding team calendar each month.\u201d<\/em><\/p>\n\n\n\n

It\u2019s not unusual. Setmore is built to be intuitive, but to bridge the gap, the team added a \u2018Book a demo\u2019 button to our website and built it into the sign-up flow. Decreasing any friction points and making the service known resulted in a 9x increase <\/strong>in demos booked. <\/p>\n\n\n\n

However, growth in bookings brought a new challenge: no-shows. It impacts any service-based business. But the onboarding and support team wanted to understand why this was happening and what could be done. <\/p>\n\n\n\n

Awareness is the first step<\/h2>\n\n\n\n
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Naresh was aware there was a pattern, but had to get to the bottom of what it was. Using the Reports feature in Setmore, he could see which appointments were confirmed or canceled, and also started tagging no-shows with their appointment labels. <\/p>\n\n\n\n

\u201dWe made use of the Reports functionality coupled with Labels (Team members were labelling appointments as “No-shows”) to identify patterns.\u201d<\/em><\/p>\n\n\n\n

By identifying who was missing, the team also noticed in Reports<\/strong> that those booking far in advance often missed their appointments. Through discussions after no-shows, they realized that some people didn\u2019t know what a demo would cover.<\/p>\n\n\n\n

\u201cWe also found that customers booking far in advance or unsure of what the demo covered were most likely to miss their slot.\u201d<\/em><\/p>\n\n\n\n

A home-based solution<\/h2>\n\n\n\n

Knowing why clients weren\u2019t showing up to demos was insightful, what they did with that information was inspirational. Armed with the data and Setmore tools, they were able to make small but mighty changes:<\/p>\n\n\n\n