We want our communication to be as human as us, which is why we text our patients.
Our pharmacy creates custom medications to meet each of our patients’ individual needs, including sometimes their pets’. Our goal is to make a trip to the pharmacy a positive experience for your health, instead of a frustrating errand. We want our communication to be as human as us, which is why we looked into text messaging.
My team originally used Zipwhip to manage our texting at the start of the pandemic, when we were doing curbside pickups. But with Zipwhip now shutting down, we needed to transfer all the contacts and data we’ve gathered to a new provider.
Text Request stood out as the best platform to switch to, because of the attention and care they gave to our team. Jack, their Business Development Manager, was invested in learning what our pharmacy needed to accomplish with texting, and showing us the features that would make the most impact. If I had a question or ran into a problem, he was there every step of the way to help me solve it. He made me feel assured that my team was in good hands.
After that, the migration to Text Request was like magic. I hit the switch, went to eat lunch, and all the data I needed was ready for me when I came back. We ran into a small issue where Zipwhip tried to reclaim our old number. But I texted Customer Success, and their whole team jumped in to help. It was such a fast fix, and it was clear Jess, the Customer Success Manager, had good internal communication with her teammates to make that happen. Within only a couple of minutes, they identified the problem, knew how to fix it, and gave me a timeline I could take back to my staff.
Everyone on my team has their own Text Request user profile and signature. They each set their signature once, and it’s always there—so I never have to worry about reminding them to use it. We didn’t have that option before with Zipwhip, and we were limited on the number of templates and keywords we could use. Text Request also allows us to organize our contacts into groups, so we can give them updates based on what matters most to them.
Text Request has drastically reduced our call volume for Covid-19 tests, because we use the keyword COVID as a way to give status updates on when kits are available. The templates have also made our review request process much more efficient.
Because everyone has their own account, I can monitor how my team is texting. Onboarding all my staff was incredibly easy, because I just had to share Jess’s training link with them. She also walked me through how to set up SMS Chat on our website, so patients can now text us directly from our website.
As a whole, it’s helping to make our patient experience the best in the business, which bolsters our brand’s reputation. Text Request has added so much more functionality to what we were already texting for, and I’m excited to work with Jess and Customer Success to learn how else we can use the platform. It’s already a much better tool for us.