Overview
ChiroHD's Reputation Management feature allows you to send review requests to patients, enabling them to copy their review and post it to Google or Facebook. This feature is currently in beta, meaning it may not be fully robust, and your feedback is essential for improvements.
Enabling Reputation Management
To use this feature, you need to contact ChiroHD support:
Email: [email protected]
Chat Widget: Use the chat widget on the ChiroHD platform to speak to a live representative.
Initial Setup
Accessing the Dashboard:
Navigate to your location > Reporting > Reviews to access the Reputation Management dashboard.
Configuring Settings:
Click on "Settings" in the Reputation Management dashboard.
Google Place ID and Facebook ID:
GOOGLE
The Google Places ID is most easily found by visiting the following link and searching for your location on the map on the page:
Once you have found your business - you will see the Place ID is listed on the map.
Copy this id (in this case ChIJM8SlEVIR9YgRQ2e5PXLdWC4) and paste it into the review settings page in ChiroHD.
FACEBOOK
For Facebook, we just need the id listed in the URL when visiting your facebook page - you can see this id in the screenshot below:
Once you have found your business page on facebook, copy the ID as shown above (in this case "life.edu") and paste into the review settings page on ChiroHD
When you enter an ID in the corresponding field, it becomes an available review option for the patient. For example, if you only want patients to fill out a Google Review, leave the Facebook ID field blank.
Customizing the Landing Page:
Background Color: Choose the background color for the landing page.
Star Color: Select the color for the star ratings.
Threshold Rating: Set the minimum star rating threshold for reviews to be considered for public posting.
Text Fields: Customize the text that appears on the landing page. Default text is provided but can be modified as needed.
Sending Review Requests
Automated Requests:
System-Level Triggers: Currently, triggers are set at the system level. Future updates may allow for location-level triggers.
Setting Up Triggers:
Go to System Dashboard > System Settings > Triggers.
Create triggers based on appointment types or patient tags.
Macro for Review Request Link: Ensure to use the macro {{REVIEW_REQUEST_LINK}} in email templates or text messages.
We advise that you just copy and paste the macro from this article.
Email Templates:
Navigate to the System Dashboard > System Settings > Email Templates.
Create a system email template, select "Marketing Email," and include the macro.
Text Messages: Personalized text messages tend to have higher success rates than email templates. You have to include the macro in order for a patient to receive the link to the reputation management feature.
Manual Requests:
Resending Links: Copy specific patient review links from the Reputation Management Dashboard (Log into the location > Reporting > Reviews) Manage Reviews section and send them via two-way text.
Reviewing and Managing Feedback
Manage Reviews:
Track submitted reviews and open review requests in the
Manage Reviewssection.Resend Review Links: If a patient has not submitted feedback, you can copy the review link and resend it.
Archive Requests:
Archive review requests that have not been filled out for a significant period.
Testing and Monitoring
Test the Feature: It is recommended that you go through the process as a test patient to understand the patient experience.
Monitor Reviews: Regularly check and manage patient reviews on your Google and Facebook pages.
Additional Notes
The feature is in beta, so expect potential hang-ups and improvements. Feedback is crucial for refining this feature.
Future updates may include more automated options, like auto-archiving and charge count triggers.
Best Practices
Personalize Messages: Tailor your review requests to make them more engaging.
Regular Reviews: Keep an eye on submitted reviews and manage them promptly.
By following these steps and guidelines, you can effectively use the Reputation Management feature in ChiroHD to gather and manage patient reviews, enhancing your online presence.