Weave - Not Perfect, but Solid VOIP and Patient Communication platform for Medical Practices
Use Cases and Deployment Scope
We implemented Weave primarily as a new VOIP system to replace our old Comcast phone system. Weave VOIP was an upgrade over comcast in terms of flexibility and customization of the system (phone call routing, scheduling, etc.), but also came with several Patient Communication features such as automated appointment reminders, review requests, integrated 2 way text messaging queue, and other features that allowed us to consolidate our tech stack and eliminate other third part vendors who provided this functionality (SolutionReach). On top of that, Weave offers more advanced analytics (Comcast essentially offers none) for phone calls and digital payment solutions as well (via Stripe integration).
Pros
- VOIP Phone System
- Automated Appointment Reminders
- Phone Call Analytics
- Flexible customization options for phone system and appointment reminders
- Inbound customer phone call and text message management
- Auto-reply via text message from missed call
- Phone call recordings for quality control
- Integrated Fax
Cons
- Analytics and Reporting
- Email Communications
- System Reliability
Return on Investment
- Flexible control over phone system and call groups and routing
- Integrated, universal phone call and text messaging queue for more efficient inbound message management and FUP
- Ability to customize appointment reminders based on appointment type, with bi-lingual support (Spanish)
- Overall increased connection rates on initial contact attempt with customers and faster follow-up turnaround times
Alternatives Considered
Podium, Comcast Business VOIP (VoiceEdge) and Solutionreach
