A recent study of 2,000 participants showed that consumers expect businesses to use a variety of engagement channels, with 85% expecting an omnichannel experience. In other words, they want to communicate using a variety of methods at a time and place that suits them.
Therefore, it’s important to keep up with the latest technology in client communications and incorporate them into your practice workflow. This way, you’re able to communicate with your clients in a way they prefer.
However, this doesn’t mean you should blindly follow all the latest trends and launch a practice TikTok channel, for example. Carefully consider each new channel and communication method to make sure it serves your customers and your practice.
Does it work for you and work for your clients?
One of the main reasons customers don’t use new technology is because it’s not appropriate for their lifestyle. Before you incorporate social media or telemedicine into your practice, make sure that your team and your clients are able to use it to its full potential.
In many cases, it’s a good idea to test the waters. For example, if you want to venture into social media, set up a Facebook page with a weekly posting schedule and have someone monitor the feed to answer questions.
Or, if you’re thinking of offering telemedicine, find a group of clients who are keen to trial it and willing to provide honest feedback.
Is it the right information on the right channel?
Once you’ve decided what channels to use, decide what information will be communicated on each one. Facebook Messenger, for example, is likely not the most effective channel for patient reminders. On the other hand, text message reminders are incredibly effective in reducing no-shows.
Also make sure that all your communications are stored in a single location or tool. This way, if a client calls and asks about an email or text message they received, the information is easily located for review.
Is it the right technology?
Finally, one of the most important factors is to use the right technology. It’s important to choose:
- A tool that is easy to use
- That integrates seamlessly with your practice management software
- Brings additional benefits to your practice and your patients