How Xanadu Med Spa stopped losing callers to voicemail

The problem: “They hang up. They disappear.”

Xanadu Med Spa gets 250 to 300 calls a week. At the top of every hour, clients are checking in and out, and the front desk rightly puts the person in front of them first. Mark estimated that about one in ten calls went unanswered, and only about 10 percent of those callers left a voicemail.

“Generally they hang up. They disappear. And probably those people found us on Google and they’ve just gone to the next listing.”
Mark Koepsell, Owner/Operator, Xanadu Med Spa

Xanadu’s phone system sent missed callers an automatic text. In Mark’s words, it got “not nearly the response that you get when you answer the phone.”

The concern: would an AI turn clients off?

Mark’s biggest worry was a breakdown that would leave callers feeling they weren’t being looked after. Med spa callers also ask detailed questions, like which treatment fits their skin, so the agent had to know Xanadu’s services.

Callura built Xanadu’s voice agent on its own service menu and policies, connected it to WellnessLiving, Xanadu’s scheduling system, and set clear rules for when a caller should reach a person or leave a message for Mark. The team named the agent Jessica.

What Callura does for Xanadu now

• Answers every call after the front desk closes, including Sundays.
• Answers questions about treatments, pricing, and next steps, using Xanadu’s approved information.
• Checks real availability and books appointments in WellnessLiving during the call.
• Takes messages for the team and steers vendor and sales calls to email, so they don’t land on Mark’s desk.

The result: “Like having front desk support 24 hours a day”

“Jessica schedules appointments, answers questions, and provides a much more specialized experience… far beyond what leaving a voicemail can provide. Jessica is linked to our booking platform, thus providing her the ability to search the schedule and accurately answer questions. In short, it is like having front desk support 24 hours a day.”
Mark Koepsell, Owner/Operator, Xanadu Med Spa

Mark credits Callura with $250K+ in new-client revenue in 3 months. He was confident enough in it to introduce Callura to a medical director who oversees a network of med spas.

See how Callura works for med spas →

Common questions from med spa owners

Does Callura work with WellnessLiving?

Yes. At Xanadu Med Spa, Callura checks availability and books appointments in WellnessLiving during the call. It also connects with Zenoti, Vagaro, Mindbody, ModMed, and other booking systems.

Can it answer treatment questions?

Yes. It uses the med spa’s own service and pricing information. Your provider still decides treatment suitability.

Does it replace the front desk?

No. At Xanadu it covers the hours when the front desk is closed, so callers reach someone instead of voicemail.

About these results

Call volume, missed-call estimates, and the new-client revenue figure were provided by Xanadu Med Spa owner Mark Koepsell. Individual practice results vary.