Call tracking is the process of gathering data about where people found the practice's number (e.g. Google Ads vs. organic search vs. social media vs. patient newsletter). It can also be set up to record calls and can be done in a HIPAA-compliant manner.
Using the information about which marketing channels are generating the most calls, you can then reassign your marketing dollars accordingly. For example, perhaps you are receiving zero calls from an unsuccessful ad campaign. Armed with this knowledge, you can cancel the ads and apply this budget to more successful channels. Read more about healthcare marketing analytics for doctors and medical practices.
3. Track missed calls
Call tracking for medical clinics not only allows you to see successful calls, but also missed calls. This can help your practice to identify hours during the day when you are less likely to answer the phone. Using this information, you can then reschedule your front of office staff accordingly—leading to more answered calls and, therefore, a higher rate of patient conversion.
4. Automatic text back
In addition to tracking missed calls, you can also set up our system to automatically text the patient back. This message can be along the lines of "Hi, sorry we missed your call. How can we help?" This reduces the chance of the patient giving up and contacting your competition.
5. Record calls to improve customer service
For the purposes of improving customer service, you may wish to record calls. This should always be done in a HIPAA-compliant manner by ensuring that such call data is secure with access restricted to members of staff who need it. Additionally, patients should be warned in advance that the call is being recorded.
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Dr. Richard Girling
CEO & Founder
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