News You Can Use
Welcome to the latest issue of Straight from the ’Box.
We need your help – or more accurately, your help and your team’s – to provide you with the most accurate data possible. Read our simple request in SmartBox Success.
Discover how to avoid competing with yourself online in New in `Box.
In We Have Ignition. Now What?, you’ll learn what you need to know about the coming “chatbot” uprising.
Inquiring Minds provides the definitive answer to a common question that dentists tend to disagree about.
SmartBox Insights: What You Need To Succeed is the newfangled title of Colin’s recurring column. Speaking of newfangled, he covers some exciting product news for our clients. Definitely news you can use!
Thanks for reading Straight from the ’Box. As always, we’ll keep you posted.
Help Us Help You
It’s A Call Thing
We don’t often ask for our doctors’ help, but we’re making an exception this time … because it’s for your benefit.
This time, it’s about your incoming phone calls. The ones that our Call Quality Analysts listen to so you can receive accurate information about new patients appointed and your front office’s effectiveness.
With caller ID, your team may know in advance who’s calling – an established patient, for instance. However, we don’t! We’d like you to ask your team to identify the caller as new or existing as soon as possible in the call.
For instance, that might involve asking, “When was the last time you were in the office?”
Or saying, “We last saw you on (month, day).” In some cases, it might be as easy as asking, “Have we seen you before?”
Anything your team can do to help identify new patient callers – without jeopardizing the call itself – helps us to accurately tag your calls and provide you with the most accurate information about your front desk.
If you have any questions about identifying callers for call tagging purposes, please reach out to your CSM.
New in `Box
SmartBox Plays Well With Others
But We Need To Know That We’re Playing
There’s a wealth of vendors out there offering to improve your marketing and get you more new patient opportunities.
We think that’s great … with some caveats.
It is absolutely and always your choice to work with another outside vendor. We want to be sure of two things for you, though. First, that what you would be getting from that vendor isn’t something that SmartBox already provides.
We offer most services and products that other vendors offer. There are some that we don’t promote heavily, though, and if they’re not part of your Practice Growth System, you might not be aware that we can provide them.
Postcards, appointment cards, flyers, outdoor boards, and so on … we’ve got you covered. If there’s something you don’t see here that you’d like, just ask!
The second reason is that we’ve run into situations in the past with overlaps and redundancy with vendors. That happens more often than you might think, and it’s a waste of your investment. In some cases our practices are competing with themselves in the digital space, which is definitely not a good use of anyone’s marketing budget.
Let us know if you’re considering retaining another vendor; we’ll figure out how to coordinate everyone’s efforts.
Questions? Talk with your CSM!
We Have Ignition. Now What?
Shall We Chat(bot)?
It’s The Up & Coming Thing
Consumer acceptance and use of online assistants – chatbots – is growing rapidly.
A chatbot is an automated persona that “lives” on a website. Chatbots can be programmed to perform a number of routine functions: answering basic questions about location, hours of service, and services offered.
A survey of 1,000 people found that 14 percent would rather use a chatbot to get a question answered than submit a webform. Growth in chatbot use is likely fueled by consumer frustrations with brands not providing 24/7 customer service. Website visitors also struggled to find basic information quickly and easily on brands’ websites.
Chatbot use in the last year was 11 percent – which may not sound like much, but do you want to risk missing one out of nine potential appointments? It’s certain that use will grow sharply as consumers – particularly younger demographics – become more accustomed to them.
As several musical groups have famously sung, “Give the people what they want.” The signs are clear that the preference for chatbots will rapidly grow.
SmartBox’s New Patient Assistant™ (NPA) is a done-for-you chatbot that saves your front office valuable time by dealing with routine inquiries. But NPA goes far beyond that. Personalize the assistant with whatever human name you like and determine the times that you want it to be active.
Just sit back and watch as it deftly handles prospects’ inquiries and captures their contact information (name, address, phone number) and emails that information to your practice.
Inquiring Minds (FAQs)
Do I Need To Pursue Every Prospect Contact?
The value of a new patient to your practice is unproven until you make contact with that prospect.
Not everyone is a good fit for your practice. But without pursuing potential patients, you won’t know. And it’s more than possible – it’s almost certain – that some of those “phantom” contacts may be high-value patients.
With that in mind, be sure to regularly check your email spam folders for new patient inquiries. Reply to their email or give them a call to vet their appropriateness and get them into your practice.
“Lost” emails aren’t the only missed opportunities. Responding to online reviews is a great way to engage not only the person who posted the review, but all the others who read the review and your response.
Fortunately, Google has just improved functionality to make responding to reviews much easier. According to Google, owners and managers of verified businesses “can reply to reviews directly from [their] Business Profile on Google Maps Android.” You can learn more about this new functionality here.
UPCOMING EVENTS AT SMARTBOX!
September 20, 2019
Front Office Success Seminar – Only 5 seats remaining!
Space for all events is limited. Talk with your CSM for more information.
SmartBox Insights: What You Need To Succeed
We’re Always Improving
And You Benefit
One of the reasons SmartBox provides comprehensive practice growth services is that we know dentists can’t afford to miss a trick these days.
The dental environment is simply too competitive, and the dangers to dental practices too great, to leave any gaps in your practice growth efforts.
With that in mind, I’m happy to announce that we’re upgrading our RAVE™ Reputation Management System software. The upgrade includes autoresponders that will ensure reviews don’t slip through the gaps while also bolstering your online presence.
Schedule a time with your CSM to complete the upgrade. We’re aiming to upgrade everyone by mid-October. Accounts that have not scheduled before mid-October will have RAVE turned off until they are able to attend a call.
And I’m immensely pleased to announce the release of Apoint™ Online Scheduling. Apoint™ seamlessly integrates with your practice management software with no degradation in performance or slowdown.
Online appointment booking is shown to increase conversions by 64 percent! Patients really appreciate – and take advantage of – the convenience of being able to set an appointment 24/7. Giving people what they want is part of providing an amazing patient experience.
Questions about Apoint™? Talk with your CSM.
Like I seem to be saying more and more these days, we’ve got you covered.
Thanks for reading. As always, I’ll keep you posted.
Keep Moving Forward,
Colin Receveur, Founder & CEO
Help Out a Pal!
Do you know a dentist who’s struggling with getting the patients he or she needs? Give us his or her contact information, and we’ll send a free copy of Colin’s latest book, Dammit, Colin, I’m a Dentist, Not a Marketer! Just shoot your CSM an email!