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Enquiry Management

Enquiries are customer inquiries that may convert to bookings. Tiquo helps you track, follow up on, and convert enquiries efficiently.

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What is an Enquiry?

Enquiries represent:
  • Customer questions about services
  • Quote requests
  • Consultation requests
  • Booking inquiries not yet confirmed
  • Lead capture from website forms

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Creating Enquiries

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Manual Creation

1

Navigate to Enquiries

Go to Orders → Enquiries
2

Click New Enquiry

Click the New Enquiry button
3

Select Customer

Choose existing or create new customer
4

Add Services

Select services the customer is interested in
5

Add Details

Include:
  • Preferred dates/times
  • Special requirements
  • How they heard about you
  • Any questions they asked
6

Set Priority

Mark as high, normal, or low priority
7

Save

Create the enquiry

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From Website

Enquiries can be captured automatically:
  • Website contact forms
  • Online enquiry widgets
  • API integrations
  • Email parsing

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Enquiry List

The enquiries view shows all pending enquiries:

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Columns

ColumnDescription
CustomerCustomer name and contact
ServicesInterested services
CreatedWhen enquiry was received
StatusCurrent enquiry status
PriorityUrgency level
AssignedStaff member handling

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Filtering

Filter enquiries by:
  • Status: New, In Progress, Followed Up, Converted, Lost
  • Priority: High, Normal, Low
  • Date range: Created date
  • Assigned staff: Who’s handling
  • Services: Specific service interest

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Enquiry Status

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Status Flow

    ┌───────────┐
    │    New    │
    └─────┬─────┘
          │
          ↓
    ┌───────────┐
    │In Progress│
    └─────┬─────┘
          │
    ┌─────┴─────┐
    ↓           ↓
┌────────┐  ┌────────┐
│Converted│  │  Lost  │
│(Booking)│  │        │
└────────┘  └────────┘

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Status Definitions

StatusDescription
NewFresh enquiry, not yet contacted
In ProgressBeing worked on
Followed UpCustomer contacted, awaiting response
ConvertedBecame a booking
LostDidn’t convert

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Following Up

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Recording Follow-ups

When you contact the customer:
  1. Open the enquiry
  2. Click Add Follow-up
  3. Record:
    • Contact method (call, email, text)
    • Outcome
    • Next steps
  4. Set next follow-up date

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Follow-up Reminders

Configure reminders:
  • Alert when follow-up is due
  • Escalate overdue enquiries
  • Automatic email reminders

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Follow-up Templates

Use templates for common responses:
  • Service information
  • Pricing details
  • Availability options
  • Booking instructions

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Converting to Booking

When a customer is ready to book:
1

Open Enquiry

Click on the enquiry
2

Click Convert

Click Convert to Booking
3

Review Details

Customer and services are pre-filled
4

Select Time

Choose appointment date and time
5

Confirm

Create the booking
The enquiry status changes to “Converted” with a link to the booking.

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Lost Enquiries

When an enquiry won’t convert:
  1. Open the enquiry
  2. Click Mark as Lost
  3. Select reason:
    • Price too high
    • Competitor chosen
    • No longer needed
    • No response
    • Other
  4. Add notes
  5. Confirm

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Win/Loss Analysis

Track why enquiries are lost:
  • Identify patterns
  • Adjust pricing or services
  • Improve follow-up process
  • Train staff on objections

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Enquiry Assignment

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Automatic Assignment

Configure auto-assignment based on:
  • Round-robin distribution
  • Service specialty
  • Location
  • Workload balancing

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Manual Assignment

Assign enquiries manually:
  1. Open enquiry
  2. Click Assign
  3. Select staff member
  4. Optionally add assignment notes

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Transfer

Transfer between staff:
  1. Click current assignee
  2. Select new staff member
  3. Add handover notes
  4. Notify new assignee

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Enquiry Analytics

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Metrics

MetricDescription
Total EnquiriesNew enquiries received
Conversion Rate% that become bookings
Avg Response TimeTime to first contact
Avg Time to ConvertDays from enquiry to booking
Lost Rate% that didn’t convert

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Reports

Generate enquiry reports:
  • Enquiries by source
  • Conversion by service
  • Performance by staff
  • Lost reasons analysis

Analytics

Detailed enquiry analytics

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Automation

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Automatic Responses

Send immediate acknowledgment:
  • “Thank you for your enquiry”
  • Service information
  • Next steps

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Follow-up Sequences

Automate follow-up emails:
  • Day 1: Initial response
  • Day 3: Additional information
  • Day 7: “Still interested?”
  • Day 14: Final follow-up

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Assignment Notifications

Notify staff immediately:
  • Email alert
  • In-app notification
  • Mobile push notification

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Best Practices

The faster you respond, the higher your conversion rate. Aim for under 1 hour during business hours.
Know where enquiries come from to optimize marketing spend and focus on high-converting channels.
Many conversions happen after multiple touches. Use automated sequences to stay top of mind.
Analyze lost enquiries to identify opportunities for improvement in services or process.

Orders Overview

General order management

Bookings

Managing bookings

Email Marketing

Follow-up automation