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Next-Generation Text Messaging Transforming Your Medical Practice
- 1. Next-Generation Text Messaging With the Power To Transform the Bottom Line of Your Medical Practice by Pejman Rajabian, President and Founder
- 2. If you’d love to . . . . . . your solution has arrived! Keep your calendar filled with confirmed appointmentsTurn social media into a major new patient source Automate patient communications (e.g., reminders, recalls, collections, etc.) Improve patient satisfaction and retention Generate more positive reviews Market new treatments and products more efficiently Reduce your operations costs Grow your bottom line
- 4. Why Is Text Messaging Important in Medical Practices? Consumers want to hear from businesses via text Consumers would buy via text and Facebook messenger Consumers want to text businesses 98% across demographics are interested in hearing from brands via text, especially about discounts and personalized updates (Attentive, July 2017) 9 out of 10 people prefer to text a business than call or email (Vanson Bourne, Sept 2016) 92% of consumers would be open to purchasing something directly through a text (Attentive, July 2017)
- 5. Zebyl Enables You To Enjoy the Advantages of Text Messaging While Staying in Compliance With HIPAA Standards
- 6. It’s Time for Two-Way Text Messaging Using Your LANDLINE Number Send Texts From Your Landline Phone Number Using a Web Portal Your Customers Receive Your Text on Their Mobile Devices Optimize your landline phone number by enabling text messaging with patients Let patients engage in two-way text messaging with your office using your landline number Use text messaging to automate your responses to inquiries Manage your communications more efficiently with an easy-to-use Web portal
- 7. Your business landline can be activated for texting in 1 day and you can start messaging with your customers right away. It’s quick and easy: Activate Now for Only $5 2 Activate texting for your landline business telephone number 3 Start texting your customers and let them contact you via text It’s Time for Two-Way Text Messaging Using Your LANDLINE Number 1 Sign up with Zebyl service
- 8. Transform Engagement–and Your Bottom Line– With Intelligent Chatbots Engage in natural conversations without human involvement Train your chatbots to execute tasks Book after-hours appointments with no human intervention Chatbots Never Sleep, Never Show Up Late, and Never Miss a Day of Work
- 9. Keep your calendar filled with confirmed appointments Text Reminders . . . on Steroids Reduce your no-shows Automate your reminders Provide responses to inquiries in seconds Train your reminder texts to engage in automated conversations Instantly generate performance reports CONFIRME D
- 10. Keep your calendar full, filled with confirmed appointments Text Reminders . . . on Steroids (Continued) PRACTICE MANAGEMENT
- 11. Use Text Messaging To More Efficiently Engage With Patients Due for Checkups Use text messaging for recall campaigns Book appointments directly via text messaging Engage patients in text conversations Automatically send recall messages
- 12. Boost Your Collections With Text Messaging Easily set up successful collection campaigns Send past due invoice messages faster than ever Embed web links to payment site to raise collections
- 13. Harness the Power of State-of-the-Art Text Messaging to Become a Super Marketer Easily reach all relevant segments of your patient roster in seconds Engage in conversations within minutes of message delivery Gauge interest among your patients using embedded web links Automate conversations using chatbots on a 24/7 basis Raise your volume of appointments booked
- 14. Boost Your Positive Reviews . . . Dramatically! Send review links via text and FB Messenger to make it easier than ever for satisfied patients to submit reviews Manage reviews from different sources in one place Monitor reviews and quickly address negative reviews Post responses to reviews from the Zebyl Engagement Center
- 15. Manage Multiple Review Sources in a Single Spot
- 16. Dramatically Grow Engagement With Click-to-Text Buttons Click-to-Text Convert more anonymous visitors to actual leads Engage website visitors in conversations Book appointments after hours without human intervention
- 17. Easily Integrate Zebyl With Facebook Messenger Manage Facebook Messenger and other messaging apps from the Zebyl Engagement Center Obtain Facebook reviews more easily Use Facebook chatbots to automate engagement Collect user demographics from Facebook
- 18. Conclusions Zebyl is a patient and prospect engagement solution with the power to transform the bottom line of your medical practice We offer affordable subscriptions – without lengthy commitments Plans start from $5 Text messaging for business Cloud Telephone Service Online Review Management Conversational Commerce Click-to-Text Buttons Intelligent Chatbots Facebook Messenger Integration Text Campaigns
Editor's Notes
- [Global recommendations] Maintain consistent typeface and after cover page, use same font and point size for headlines. For body copy, also try to keep font and point size consistent from page to page. Ditto on use of upper and lower case. [Photo idea] Woman on smartphone in coffee shop or other informal location, dressed casually, looking pleased. Smartphone content doesn’t have to be visible. [Pejman notes to self] In this complimentary webinar, you will discover how revolutionary text messaging tools enable you to:
- [Photo idea] Doctor viewing a laptop looking very pleased. [Pejman notes to self] As a medical professional in charge of the financial health of your office, do you constantly think about [worry about] the listed items? Wouldn't it be nice to use a[n engagement] system that can help handle all these from a single place? Not only it would be nice but it's also necessary [in the modern age] for modern practices to keep up with demands of modern patients [and…]
- [Imagery idea] Replace Text Aspect logo with new Zebyl logo and add “Introducing” above Zebyl logo, followed by wheel of features that also includes “Intelligent Chatbots” and “Click-to-Text Buttons” to maybe close wheel (no need for “provider of…” line). [Pejman notes to self] Hi my name is Pejman Rajabian, co-founder of Text Aspect Inc the provider of next generation messaging for business. I'm an expert in telecommunications technologies with years of experience in researching, deploying and developing new products in this field. I am passionate about helping [small businesses] [medical practices] develop and deploy [cutting edge communications and[ automation tools to [transform the bottom line] become better, stronger and achieve great things.
- [Headline change] “Why is text messaging important in medical practices?” [Keep imagery, as long as it’s consistent with balance] [Pejman notes to self] Why texting, and why now? Why can't we just continue using the tools we already have in place? Well the answer is two-fold. 1- New technologies enable businesses to automate many processes and save time and money but more importantly, it's about keeping up with consumer expectations in this day and age. [We have entered a new era with a major shift in consumer behaviour as] people demand more convenient ways to contact and obtain services from places they want to do business with. According to studies [conducted by Twilio], 9 out of 10 individuals would rather ‘text’ a business than call or email it. When you consider the benefits, it’s pretty easy to understand why. Texting is a natural behaviour and everyone knows exactly how to use it and has become the most popular method of contact amongst people and is now becoming the most effective method of communication between businesses and consumers as well.
- [Text changes] Change ”You Can Send Texts From…” to “Send Texts From…” Change “Your customers receive…” to “Your Customers Receive Your Text on Their Mobile Devices In #1, change company name from Text Aspect” to “Zebyl” and in #2, move “contact” up one line Make the orange button bigger [Keep imagery, as long as it’s consistent with balance] [Pejman notes to self] So the first step is to activate the text messaging channel of your practice landline telephone number. So that people can easily text your office and receive messages from your own office telephone numbers. You must claim and own the texting channel of your main telephone numbers anyways as the laws around the ownership of the text channel of phone numbers are somewhat loosey goosey. So I recommend every business to [at least] secure the ownership of the texting channel of their own numbers to avoid any misuse by unauthorized parties. No matter who services your telephone number(s), we can activate and register - under your name - the text messaging channel of your landlines and enable you to send and receive messages from an easy to use web portal. This portal is the modern engagement command center with advanced tools such as two way conversations, text message marketing and campaign tools to handle your text reminders, recalls, collections and announcements; conversational commerce to book appointments and sell products over text; online review management; Facebook messenger integration and intelligent chatbots to automate lots of repetitive tasks to reduce human involvement and operational expenses. So let's buckle up and discuss each in detail.
- [Text changes] Change ”You Can Send Texts From…” to “Send Texts From…” Change “Your customers receive…” to “Your Customers Receive Your Text on Their Mobile Devices In #1, change company name from Text Aspect” to “Zebyl” and in #2, move “contact” up one line Make the orange button bigger [Keep imagery, as long as it’s consistent with balance] [Pejman notes to self] So the first step is to activate the text messaging channel of your practice landline telephone number. So that people can easily text your office and receive messages from your own office telephone numbers. You must claim and own the texting channel of your main telephone numbers anyways as the laws around the ownership of the text channel of phone numbers are somewhat loosey goosey. So I recommend every business to [at least] secure the ownership of the texting channel of their own numbers to avoid any misuse by unauthorized parties. No matter who services your telephone number(s), we can activate and register - under your name - the text messaging channel of your landlines and enable you to send and receive messages from an easy to use web portal. This portal is the modern engagement command center with advanced tools such as two way conversations, text message marketing and campaign tools to handle your text reminders, recalls, collections and announcements; conversational commerce to book appointments and sell products over text; online review management; Facebook messenger integration and intelligent chatbots to automate lots of repetitive tasks to reduce human involvement and operational expenses. So let's buckle up and discuss each in detail.
- [Pejman notes to self] The next generation of messaging for business uses artificial intelligence to create intelligent chatbots who can be trained to conduct natural conversation with patients 24X7 and perform tasks such as making and updating appointments, selling products and obtain reviews. [Chatbots are amazing tools for any business]. Many repetitive tasks can be handled by Chatbots who can continue serving patient requests after hours and make money for the practice with no human intervention. Chatbot is an interesting and sophisticated subject and we can't do the justice by discussing it in a small section of this webinar but I promise to create a series of webinars about this fascinating subject in the near future.
- [Imagery] Show an automated medical reminder. Show a cartoon of a full Calendar and pop our reminder and pop in confirmed! The most obvious use case of text messaging for medical practices is sending text reminders to reduce no shows. Texting is the most effective method to remind appointments as patients see and react to reminder texts within minutes of delivery. Its remarkable that as per my medical customers, responses to reminder messages often start pouring in within seconds even. [This shows the power and effectiveness of the text messaging.]
- [Need to see where you take this to give recommendations] Text reminder system pulls appointment data from your practice management software on a daily basis (there are multiple ways) and puts together a list of appointments to send personalized reminder messages to each patient relaying the date and time of their appointment, which office to go to, who to see and can even include links for office directions, patient forms etc. You can craft the reminder message based on your preference and customize it however you desire. Patients can confirm their appointments by responding to the message as per instructions provided. Detailed reports of reminder campaigns will be ready to view shortly after the delivery.
- [Pejman notes to self] The same feature can be used to create recall campaigns to find a list of patients who are due for check ups or follow ups and message them to make appointments effortlessly [all with no human intervention]. Our texting platform has the capacity to be trained to automatically engage in conversations with patients who respond to recall messages and make appointments for them. We will discuss intelligent chatbot options later in this webinar.
- [Pejman notes to self] So we learned that text messaging campaigns can help with appointment reminders and recalls but there are more use cases such as collections and general purpose marketing of your new service offerings and products to your full patient roster or relevant segments. So before you send the list customers to the collection agency who will take a byte out of the collected funds, you can run them through your own text collection campaign and collect some. By the way, it's very important to note that you have to gather your patients’ consent if you wish to initiate contact via texting. This is a gradual process that can be sped up using different opt in techniques that we cover it in a separate article/video.
- [Pejman notes to self] Show a message and show many little message bubbles on a map. Show a booking calendar with pop ins “Interested!” Let's say you have invested in a fantastic technology or training that enables you to provide a breakthrough treatment to your patients and you want a super effective method to spread the word and market it to a subset of your patient base. You can create a marketing campaign and craft a powerful message to send personalized texts to patients who will see and [possibly] interact with it in real time. Once a conversation starts via text, the engagement creates opportunity to book appointments for the new wonderful service you have to offer. Again, the power of chatbots makes it possible to automate the whole process from delivery of the campaign to engage interested patients in conversations in real time and book appointments all with no human intervention.
- [Pejman notes to self] Show flow of bad and good Review management: Normally two types of patients submit reviews for medical outfits: the die hard fans and the most dissatisfied ones. obviously these extreme viewpoints do not correctly represent the overall satisfaction of patients with a medical practice since many happy and satisfied patients don't take the time to submit positive reviews. BUT if you provide a super easy way that only takes a few clicks and few seconds, you will see a surge of positive reviews from this group of patients. The key here is to make the process very simple. Again, using the text messaging campaign feature, a medical practice can send personalized text messages to patients, after receiving their treatment, asking them to click a link and leave a positive review. The simplicity of the process will make the magic happen.
- [Pejman notes to self] Text Aspect integrates reviews from major review sources like Google and Facebook and allows you to see them in the same [command center] texting portal in real time. Practices can also respond to the posted reviews by submitting comments which are very useful for new prospects who research and read reviews before pulling the trigger and make appointments. If you receive a negative review, you can see and react to it immidiately and start meditating with the complainer or at least provide a fair response to show other readers that you care much about patient opinions. The key takeaway here is that we help you easily manage negative reviews in a timely fashion and obtain many more positive reviews to help represent a true sense of the general consensus and keep a healthy balance. You will find great tools in the command center to keep track of the trend of combined reviews from different sources for your practice and help you gain a positive momentum towards obtaining more reviews from different review sources and increasing the overall score.
- [Pejman notes to self] Click to text is a useful tool to convert anonymous website visitors to leads. When people browse your website their identity remains unknown to you unless they submit their information in a contact form. Click to text is a persuasive little tool for website visitors to quickly contact you via text. Once a visitor clicks the “click to text button” they are asked to enter their cell phone number (which is a form of gathering consent - more on that in a different video) - and maybe even more information about them if programmed. Predefined automatic messages will be sent to their cell phones in real time engaging them in conversations that will create opportunities to making appointments. I have seen good success using this tool where patients browse my medical customer websites after-hours and make appointments with the practices without talking to anyone or submitting the contact form. I recommend placing these buttons on the homepage of your website where it's easy to see and interact with. Although click to text may not have such profound impact on a medical practice operation like other features we have covered so far, it still is a very useful feature that I always recommend my customers to take advantage of especially when there is no additional cost to deploy it.
- [Pejman notes to self] Many medical offices promote their practice on Facebook using a public page visible to billions of Facebook users. It's imperative to take advantage of Facebook messenger to communicate with thoseFacebook users who are interested in your services. Our philosophy is to merge, integrate and unify fragmented customer engagement channels to achieve consistent customer experience. Therefore we integrate with Facebook to fetch Facebook messenger messages and display them in the same portal so your staff members in charge, can respond to them without even having to login to Facebook. Facebook reviews as mentioned before are also shown in the same portal in realtime and you can engage with the reviews by posting comments.
- [Pejman notes to self] Conclusion: First generation texting using third party applications with random numbers to communicate one way texts is a thing of the past and is obsolete. Its best to work with a partner who provides a holistic messaging solution that supports the advanced features discussed in this webinar [like Chatbots]. You have the opportunity to start small and get your feet wet with new school technologies and then when you’re ready, open the flood gates and take full advantage of the more advanced features to achieve great results over time. The next generation of messaging for medical practices should be a major part of the overall communication system of any practice. The integration between telephone service and texting for instance, creates interesting opportunities such as converting voicemails to engaging conversations via text or gathering texting consent via the practice telephone greeting system and much more. We talked about lots of complex technologies in this webinar, but do not let that scare you. Cloud based technologies make it super affordable for small outfits to try and utilize cutting edge tools with a monthly subscription model. I always tell my small business clients that it's never been a better time to use new tools with the potential to transform their business as the new wave of advanced tech gives us the gift of accessibility and affordability no matter the size of your IT budget. I love to help my peers and I have a passion to help medical practices deploy advanced tools to transform their business to a different level. And I want to help you achieve your goals. If you have any questions, If you need help in figuring out how to start please contact me and let's talk. I want to thank you for your attention and see you next time.