What is Weave?
Weave is the all-in-one customer communication and engagement platform for small business. From the first phone call to the final invoice and every touchpoint in between, Weave connects the entire customer journey. Weave’s software solutions transform how local businesses attract, communicate with and engage customers to grow their business. The first Utah company to join Y Combinator, Weave has set the bar for Utah startup achievement & work culture. In the past year, Weave has been included in the Forbes Cloud 100, Inc. 5000 fastest-growing companies in America, and Glassdoor Best Places to Work.
- Results in an exceptional patient experience, and a more productive front office
- Enables measurement of team effectiveness on the phone & the identification of improvement opportunities
- Phone syncs with practice management software to display patient information on call pops
- Includes appointment reminders, recall, two-way texting & reputation management
- Must use phones provided by Weave, which involves a learning curve
- Requires a strong Internet connection — otherwise Internet issues can result in dropped phone calls
- Appointment reminder emails not fully customizable
Weave Pricing & Cost
Weave’s contract is priced on a per month basis with a one-time setup fee. Here’s the cost of Weave’s phone system plus other features:
- $399 per month for core product.
- $100 per month for reviews service add-on.
- $750 one-time setup fee.
Weave Key Features
Weave Phone & Practice Management Software Integration
Weave is known best for its ability to integrate your phone with your practice management software, so that whenever a patient calls, you’ll be able to immediately pull up the necessary information about the patient, and streamline the call process. In order to facilitate this integration, you’ll need to use a Polycom VoIP system provided by Weave (with pre-installed software), for an additional charge. The system will not work with other phones.
Weave empowers your team by quickly pulling up all relevant information when a patient calls your office. For example, when a patient calls, Weave will display the patient’s name, so that you won’t have to ask who’s calling. This may seem like a subtle benefit, but it can help make the patient feel important, and ultimately strengthen their relationship with your practice. In addition, Weave will bring up other relevant information, such as any upcoming appointments, overdue payments, and information about family members.
Another powerful feature is Weave’s ability to record your phone calls. In certain states, this will require the patient’s consent. By recording these calls, the team can periodically listen to various phone calls, and identify opportunities for improvement. For example, the team may find that they’re not converting new patient phone calls as often as they would like. To understand why, they may listen to recorded phone calls from new patients, and see if there are ways to field those phone calls more effectively.
Though Weave’s ability to integrate your phone and PMS together is very powerful, it does require a working internet connection. In the event your internet does go down, Weave allows you to use your smartphone to redirect phone calls from your practice’s phone number to your personal number, so that you don’t miss any calls.
Weave’s phone system also has a bit of a learning curve, which can cause some initial confusion during onboarding. However, once you’re used to the system, you’ll have access to the most powerful phone system on the market.
Since Weave customers use Weave-provided phones that come pre-installed with software, the system is able to keep track of several metrics to help you measure how effective the team is on the phone. For example, you can see who has answered the most phone calls, who has placed the most phone calls, the number of missed calls, and how your call volume is distributed throughout the day.
If you see that there are many missed calls, you can identify the time of the day these calls are occurring, so that you can make sure someone is always available at that time. Analyzing this data enables you to identify opportunities and make data-driven decisions to help improve your practice’s performance. In addition, this data enables you to identify team members who are the most productive on the phone, so that you can acknowledge and reward them.
As with other patient communication systems, Weave helps dental practices reduce cancellations and no-shows by sending automatic appointment reminders to patients. The reminders are fairly customizable, and you’ll be able to create your own templates that let you specify the contents of each message, as well as the time each message gets sent out, and the medium (text or email). You don’t need any programming knowledge in order to create these templates.
Once a patient confirms their appointment, the appointment will automatically be confirmed in your practice management system as well. In addition to appointment reminders, you can also use Weave to send out recall reminders, which are just as customizable.
Weave’s two-way texting module enables you to send text messages to patients directly from your computer. When patients respond back to your message, Weave will alert you on your computer.
Since text messages have higher engagement compared to other mediums, this module can be a powerful tool that helps increase patient engagement. In addition, Weave has released a mobile application that you can use to manage your conversations on-the-go. This is ideal for communicating with patients outside of office hours.
Weave Payments is a payment-processing tool that allows practices to accept various forms of payment. It is a free tool for Weave subscribers. With this tool, you can accept payments by text, through its virtual terminal, or by credit card terminal.
Text to Pay
With Weave’s Text to Pay, you can bill patients by sending them a text message. Patients input billing information directly into the text, and payment is sent to your checking account. Weave has pre-filled message templates and short-codes to help you quickly generate messages.
Manual Card Entry
You can process credit cards directly in Weave’s virtual terminal. This is an ideal tool for billing patients who prefer to speak with front-office staff, and relay billing information over the phone. Weave will process the payment, and send you a confirmation.
Credit Card Terminal
With Weave’s credit card terminals, you can accept credit card payments in-office. Weave gives its users two free credit card terminals, and charges one processing rate and transaction cost for all transactions.
Online Patient Reviews: $100 Per Month Optional Add-On
After a patient completes their appointment, Weave can send a text message to the patient asking them if they’d like to leave a review for your practice. These messages can either be sent automatically, or on a patient-by-patient basis.
The text message that gets sent will include a link, which asks the patient if they enjoyed their experience or not. If the patient said that they enjoyed their experience, they will be directed to the site of your choosing (such as Facebook or Google), where they will be asked to leave their review and any additional feedback.
If, on the other hand, the patient says that they didn’t enjoy their experience, they will be directed to a feedback form that can only be seen by your dental practice. This feedback won’t be posted online, but it can help provide valuable feedback to your practice.
Compared to other patient communication systems that help solicit reviews on a microsite (and generally aren’t that valuable), Weave’s patient reviews are more valuable, since they directly help you solicit reviews on highly regarded sites like Facebook and Google.
Weave helps save time and paper by allowing you to send faxes directly from Weave’s mobile app. You can send recipients images saved as PDF’s, or pictures taken from directly from your phone. Also, Weave allows you to port your existing fax number.
Is Weave Right For You?
Weave is a complete patient communication system that offers a unique value proposition compared to many of its competitors. In addition to the typical functionality you’d expect from a patient communication system, Weave also offers a powerful phone system that integrates with your practice management software.
This is a powerful tool that can help improve your front desk staff’s productivity on the phone, and can also help provide the best possible patient experience. If your practice already has a substantial patient base, and receives many calls throughout the day, then Weave can be an exceptional investment — after all, the more phone calls you have each day, the more important it is to streamline this process. The downside to this phone integration is that you’re dependent on using Weave’s VoIP phone system — any other phone will not be supported.