Streamlining the office phone system

Sponsored by Weave

Adam Christman, DVM, MBA: Hey everyone, welcome to Product360. Doctor Adam Christman, Chief Veterinary Officer here, and we want to thank our friends at Weave because we got a lot to chat about. We got Sydney Samuels in the house, Director of Sales at Weave, and we thank you so much for being here.

Sydney Samuels: Thank you for having us. Happy to be here.

Christman: Listen, we're busy. So much is happening. So, we're gonna chat a little bit about that, but beforehand, tell us a little bit about Weave in general.

Samuels: Weave is able to consolidate your business phone solution inside the office along with whatever texting solution you guys already have. Appointment reminders. Vaccine reminders. We're going to put everything all in one place to help save time.

Christman: You're on the human side too? Medical? Dental?

Samuels: Correct. Optometry, ophthalmology, plastic surgery. We service a lot of industries.

Christman: And what does that look like in the veterinary space?

Samuels: It translates wonderfully because you guys are probably our busiest vertical honestly that we work with. We've designed it to help you guys save time.

Christman: How does it work?

Samuels: We are able to integrate our business phone inside the office with our Weave phones. They're going to be able to integrate into your PRIME system that they're currently utilizing. It's gonna be able to scan through, pull up the client that's calling in, upcoming or overdue vaccines, unconfirmed appointments, all of it.

Christman: I love that when a client is calling, it already pulls up their medical record. How cool is that? It's anticipating a little bit. So, I know when I call my practice up, they'll say, oh, it looks like Connor’s due for his rabies vaccine. How did you know? Time is saved instead of flipping through the computer system.

Samuels: Or flipping through different screens. It always comes in one.

Christman: That's exactly right. I love it, OK? And what about missed appointments or missed calls? I know it goes to a text message, right?

Samuels: That’s actually called our missed call text. So, every single missed phone call with Weave, you guys are actually going to be able to get a missed call text. It's customized to say whatever you want for during office hours versus after office hours. It’s going to come from the practice phone number though, so it's not some random number. Have you ever gotten an appointment reminder where you’re like, “who is this?” All of our texting reminders, vaccines, missed call texts, is going to come from the practice phone number.

Christman: Excellent. Now is there a mobile app component to it?

Samuels: Of course, of course. Yes, I just happen to have a record up. This is our mobile app. It's going to be able to show all of your phone calls, which are recorded. If people take after-hour emergencies, it's going to be right here. You're going to be able to view your schedule and again, if you need to call or text a client, it's all going to come from the practice number.

Christman: That's excellent. Can you do a demonstration for us and walk us through it?

Samuels: So with Weave, you're gonna have your business phone system that Weave is able to provide. As soon as a client calls, I'm assuming most of your staff is asking the “hi, what's your first name? Pet’s name?” All of that. With Weave, It's actually gonna be able to pull up all this information as soon as the client calls in. Now the conversation is “Hello, Sydney. How are you doing?”

You're able to click into these pets and actually see overdue vaccines just right here as soon as you answer the phone. You're going to be able to look at upcoming and overdue appointments as well, appointments that haven't been confirmed yet. So, “Hey, are you looking to confirm your appointment that's coming up on December 11th at 11:15?” All of the phone calls, text messages, are all gonna be documented and saved within the client as well. Phone calls can be recorded. Only admins can listen back to phone calls as we know. And so that's all going to be documented and saved within Weave as well.

Christman: Well, what about a missed call? I'm calling the clinic. What happens?

Samuels: Well, I mean, no one has time to get back to every single phone call, right? It’s almost impossible. So, you can go ahead and hang up that phone call. We all know 80% of people aren't going to leave you a voicemail anymore, OK? We’re all kind of lazy, especially in the vet industry. If you don't answer, I’m going to keep calling until you pick up. With Weave, you will get a missed call text that is designed to say whatever you guys want for during office hours versus after office hours.

Christman: So, it currently says, “Sorry, I missed your call. I’m currently assisting another customer. Please text me and let me know how I can assist you. Sydney Samuels.”

Samuels: So go ahead and text me back.

Christman: OK, I'm going to say rabies vaccine appointment for Carl.

Samuels: Perfect. So again, all of our text messages are actually going to be notified right away up on the screen. If you don't have Weave open, you're going to be notified right away that you have a text. It's going to hover over whatever you are doing. You can reply back there, or you can click into our text messages.

Weave is also customizable so you can actually make this platform a little bit bigger and it becomes a little bit more feature rich as well. All of our techs are in here. I can respond back and am going to say “hi” to be a little bit quicker. True to texting, all the texting comes from the practice phone number. If you need to tag someone else in this message—so hey, this is actually more of a doctor question—you can tag different people. They're also going to be notified that they have a text they need to respond back to. You're going to be notified on your mobile app.

Christman: That's really neat. OK, so this is awesome. What about the payment system?

Samuels: Weave is also able to consolidate your merchant solution. We’re gonna be able to provide a terminal for the location, of course. Everything's a flat rate, whether they pay with MasterCard, Visa, etc. We also have a text to pay solution, so text to pay online bill pay. I can kind of show you what it looks like. So, I can see that this patient still has not paid. We’re going to try to collect payment from them. We can use text to pay, a card saved on file. All of this information is just right here.

Christman: Excellent, that is convenient.

Samuels: Right?

Christman: Yeah, I mean, we love to invoice our clients out in the exam room, and this is how you can do it, right?

Samuels: Exactly.

Christman: AI is huge. Are there any AI integration components in Weave?

Samuels: Of course. Quite a few things that we do actually with AI. One of our newest releases is our call intelligence. Since all of our phone calls are recorded, Weave can listen back to your phone calls with our AI tool.

It’s going to identify missed scheduling opportunities. It can create tasks for stuff like billing questions or get on a quick fill list or an ASAP list if the appointment wasn’t soon enough. All of that information will be in here and this is actionable. You can click into these and be able to see customer sentiment: if they were happy, calling about an emergency, and so forth. It's going to give you a breakdown of what happened on that call instead of actually having to listen back to it all on the phone.

Christman: Yeah, that's really smart. Excellent. Sydney, this has been fantastic. Thank you for being here.

Samuels: My pleasure. Thank you for having me.

Christman: Of course. Where can we learn more?

Samuels: Go to our website, getweave.com. However, we're also going to put a QR code in here. So please scan it and you’ll be directed to book a demo through Weave.

Christman: I love it. Thank you so much and thank you to Weave for supporting this great conversation. We’ll see you next time right here on Product360. Take care, everybody.