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Allow Patients to Initiate Text through Your Website

Posted on Oct 14, 2020 by Hilary Melander

    The COVID-19 pandemic has launched consumer behaviors and expectations 5 years into the future. In order to meet quickly evolving patient expectations and consistently fill your schedule, we’ve been working toward lowering communication barriers between you and your patient. SR Conversations now allows patients to initiate a text message by clicking a chat icon on your website. This new feature is customizable, includes auto-response functionality, and centralizes spontaneous communication between you and your patients.

    SR Conversations icon on the bottom right corner


    Offices can customize the design of the icon with a few clicks of a button and preview changes before pushing them to your website. Choose from six distinctive icon shapes, a multitude of colors and whether to install it on the bottom right or left corner. Further personalize the patient experience by customizing the welcome prompt or widget message.

    Customize your icon with the Design Options section


    To maintain healthy expectations, offices can also create an auto-response message. We recommend including your office hours, when to expect a reply, and potentially what to do in case of an emergency.

    Personalize the experience

    Interviews with offices that participated in the SR Conversations website widget beta program had other web chat tools at their disposal. However, they chose SR Conversations as it centralizes their communication workflow, is already integrated with patient information, and limits the number of additional apps and logins for staff members.

    The ability to initiate a conversation through the website is critical as the bar for consumer expectations has risen. In order to stay relevant and aligned with patient expectations, practices need to focus on creating a more convenient patient experience. For example, 43 percent of online shopping is done while laying in bed compared to 22 percent while at the office during the day. Additionally, prime time online shopping hours don’t begin until 8pm at night. If your practice does not have online scheduling or the ability for patients to initiate contact when it is top of mind for the patient, then you are missing opportunities to fill your schedule.

    The SR Conversations widget is now available to customers in the United States who are not on the Practice Select platform. Practice Select customers generally include those organizations with 50+ providers and at multiple locations. Please note: We are still able to manually activate the widget for clients that fall under these categories; however, please be aware that only one office number is supported in the widget, so multiple locations sharing one website won’t have the optimal experience.

    To learn more about SR Conversations and how to install the website widget view this helpful article.

    Hilary Melander

    Hilary Melander

    One of the most empowering moments in her career came from an "ah-ha" or "lightbulb" moment when she realized that creativity is simply problem solving. This realization sparked an enthusiasm deep inside for problem solving and has been the impetus driving her career as a Sr. Product Marketing Manager. Hilary has a Masters in Business Administration from the University of Utah and a Masters degree in Sociology from Brigham Young University. She values community involvement and just completed 4 years as a squad leader on Salt Lake County Sheriff’s Office Search and Rescue team and the Friends of SLC Search and Rescue 501(c)3. She currently serves on the board of the neighborhood HOA.

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