Australasian Dentist Magazine Nov Dec 2021

Category AustrAlAsiAn Dentist 105 More than just text some businesses underestimate sMs due to the common perception that it is less versatile than email marketing, which has the benefit of displaying colour, pictures and even animated content. Did you know that, apart from sending out appointment reminders and the occasional promotional blurb, sMs can help to increase your lead generation, conversion rates and feedback gathering? those are some of the practical benefits realised by Cairns Dental Precision Group via Podium’s turnkey messaging services. Built around text messaging, Podium offers a range of communication services aimed at helping the practice more effectively connect with their patients: reviews, Payments, Webchat, Feedback, teamchat, inbox, Videochat and Campaigns. “By using the Campaigns tool, the practice was able to use sMs for customer service, updates and promotions,” schiene says. “Customers also used sMs to contact the dental practice directly which simplified scheduling appointments and gave patients the opportunity to opt-in to be notified for upcoming promotions and offers.” since working with Podium, Cairns Precision Dental Group’s opt-in list for text communication has grown to over 3,300 subscribers. By streamlining the process of leaving a review, the Group saw its average star rating increase from 4.47 to 4.85 and over 100 reviews were posted within the first month. “reviews are a great tool that can streamline the review collection process. reviews automatically send patients an invitation to leave a review via text message after their appointment, encouraging them to share their experience,” schiene explains. “this way, patients have an easy and convenient way to leave a review. Webchat allows them to engage with the business instantly, with a human-to-human interaction, rather than through email.” The message is clear While the phone and email are still utilised for customer interactions, schiene says the trend is unmistakable if you pay attention to what customers really want. “Our research shows that messaging has taken over. Customers use the phone and email only because they think that’s how local businesses are set up to interact.” For businesses that offer alternate channels of communication – such as calling, emailing, website chat, texting and Facebook Messenger – schiene says consumers are almost twice as likely (1.8 times) to prefer texting to any other communication method. “through text messaging, patients can be kept up-to-date with the latest updates and promotions as well as a more simplified way to coordinate upcoming appointments,” he adds. “Customers want convenience today, and text messaging is exactly that.” u SoFtware & teCHnology