THE OPPORTUNITIES & CHALLENGES OF SELLING ONLINE
Thank you for attending! Since we didn’t have time to get to all of the excellent questions during the webinar, our team compiled answers to the most frequently asked questions for reference.
Most Frequently Asked Questions
1. What product do you recommend as an affordable virtual try-on tool?
The perfect combination of online interaction and in-office service, Samantha recommends the My Frame Gallery by Frames Data. This service pulls from Frames Data’s impressive product library and photography and is less than $100 per month!Book A Demo
2. What program or app do you recommend that includes a HIPAA compliant media release for patients to sign that allows us to use their photos on our social media and other marketing?
Samantha recommends Innexus Social Booster to effortlessly send text or email invitations to patients requesting an online review. This tool also includes HIPAA compliant photo-release functionality for patient pictures and testimonials, post-ready social media content, a post scheduler, and more to build a positive online reputation that helps patients choose your practice.
3. How can you ask a patient for a review after their visit without sounding too forceful?
Prior to them leaving, you can ask, “Mrs. Smith, it’s our commitment to our patients that they are 100% satisfied with their experience at our office. Is there anything we could have done to improve your visit with us today?” If “yes” – fix it! If they respond “no,” add, “That’s great to hear! We’d love to have ten more patients like you! In fact, it would mean a lot of me that if I send you a text link to our site, would you be willing to take 3 minutes or less to write us a quick review about your experience? It’s important you don’t offer an incentive or reward for leaving reviews.
4. What affordable eCommerce plugin do you recommend to add an online store to a practice’s website?
Ecwid makes it easy for businesses to create their own online store – customizing the look & feel, adding products, and setting up payment integration. After the online store is all set up, you can easily embed it into any website. For ten products or less, it’s free!Learn More
5. What should I say when a patient asks me for their Rx and tells me they are going to buy their eyewear online?
As a reminder, positioning eyewear as an investment must be reinforced at every point of contact throughout the patient’s visit. If they still ask you for their Rx you can reply, “It’s no problem at all to provide you with a copy of your prescription today, but do you mind if I ask why you’ve decided to buy eyewear online?” It’s important to be 100% sincere, non-confrontational, and remain understanding when you ask this question. If they are honest, you’ll learn what their purchasing hesitation is so you can further educate your patient on what to expect. If it’s price, you can reply, “I completely understand that price is important to you and I’m aware cheaper alternatives exist online. In the optical industry, there is a vast range of quality in lenses and frames. While you may save money up-front, the product often won’t live up to your expectations and your vision can suffer. I’m going to write down the specific lens designs and treatments the doctor recommended and I demonstrated for you today so when you start researching your purchasing options, make sure you’re comparing apples-to-apples because you can have the best eye exam in the world, but if you’re not looking through a quality lens, you won’t be seeing your best.” Then, staple a copy of the Apple-to-Apples Brochure to the Rx as a reminder of your conversation and provide them with a business card and write your name on it to encourage them to call you with questions they may have when performing research.
EXPERT TIP: If the patient is a progressive wearer, it’s also important to let them know about the risk associated with not being able to see clearly through lenses that don’t include a segment height measurement at the time of order.
6. Where can we order the Apples-to-Apples Brochure to help us differentiate eyewear sold in our office from cheaper products sold online?
Personalize this brochure with your logo and use it in your practice to communicate the importance of comparing apples-to-apples when purchasing eyewear and prevent patients from walking out the door with their Rx.Order Now
7. What is two-way text?
Two-way texting allows you to communicate back-and-forth with patients via text, schedule appointments, and inform them of important updates, all from your text-enabled office phone number. In the time it takes to handle one phone call, your practice can respond to 10+ patient questions through texting.
8. What product do you recommend for two-way texting with patients, text-to-pay and inner-office chat communication?
Samantha recommends the Innexus Texting Booster because it easily “text-enables” your landline phone number to allow quick and safe communication with patients for curbside adjustments and repairs, schedule a visit, check-in for an appointment, upload pictures of their insurance cards, and more. You can even send a secure payment request and patients can conveniently pay their bill whenever they want. The Innexus Texting Booster is only $59/mo and no long-term contract is required.
9. Our EMR doesn't have eForms. What 3rd party provider do you recommend?
Every practice is different and there is no one-size-fits-all solution for patient pre-visit paperwork. Samantha recommends the Innexus Patient eForms. This service converts an unlimited number of your custom paper forms into electronic versions your patients can complete pre-visit from their computer or mobile device. Patient eForms are only $9/mo and no long-term contract is required.
EXPERT TIP: Combine Patient eForms with the Innexus Texting Booster to text patients links to complete the eForms pre-visit offering further convenience and time savings!
10. Where can we find short commercials to loop on a TV in our office?
Digital displays add an upswing in overall retail sales volume by 31% and over 40% of shoppers say digital displays can change what they buy. Samantha recommends Innexus Digital Display. With only a small piece of hardware, you can convert any TV with an HDMI port into a digital display and use it to loop video content in your practice. Create your custom video playlist by selecting from our content library, use your own, or work with our creative team to develop engaging custom content for your practice!
11. If a patient schedules an appointment online using the web scheduler, does the staff have to accept the appointment block in order for the patient to get that appointment? What happens if two patients request the same appointment slot?
Innexus partnered with 4PatientCare to offer a stand-alone Innexus Web Scheduler that allows patients to schedule appointments in real-time on your website. While a staff member must ‘approve’ each appointment scheduled by patients using the web scheduler, that appointment slot immediately disappears. It is no longer available for other patients to select until it’s been accepted or rejected by the staff so there’s no way to double book. Innexus Web Scheduler also allows you to maintain total control by creating scheduling rules for appointment types, specify times and durations, providers, accepted insurance, and more to ensure patients only book the appointment spots you want filled.
12. What is the average conversion of website visitors into an actual scheduled patient, etc.?
Not all website development companies track this statistic, but Innexus by Innereactive does. Knowing this statistic about your website is important because you can have a lot of visitors, but if your website isn’t converting them into scheduled appointments, it could be achieving more. On average, Innexus Websites convert approximately 20% of their visitors into actionable tasks such as: request or schedule an appointment online, call us, text us, or email us. Innexus Websites are $89/mo and there is no long term agreement.