The Background
Aspire Counselling is a top-performing Counselling Group in California, with 7 locations and growing across the state. They are a state-of-the-art, all-digital office for comprehensive counseling services, including behavioral health, addiction services, and more. The team prides itself on its ability to make a difference in the lives of its patients and in the communities they serve.
Aspire Counselling wanted a way to get reviews, communicate with patients, and ensure that they were keeping these patients for a lifetime. As a high-touch organization, they needed a platform that could help them with the patient journey end to end, as well as a modern, HIPAA-compliant solution that could reach out to patients via their preferred method –text– and integrate easily with their current tech stack. Prior to working with Emitrr, they had a fragmented technology stack that included 3 different solutions:
- Reputation and Reviews
- Phone System
- Patient Interaction
With Emitrr, they were able to bring all of this to one platform and improve internal operations, resulting in better patient experience.
A few of their Goals with Emitrr included:
- Bring all use cases into a unified patient interaction platform
- Improve search rankings by increasing review count and review response rates
- Leverage mass texting to reach more patients
- Utilize Emitrr’s interactions suite to easily communicate with patients via web chat and text and for all missed calls.
- Robust reporting on customer insights, down to the location level
Products Used
- Reviews & Reputation
- Interactions (Webchat, Receptionist, 2 Way Texting)
- Mass Texting (Marketing Campaigns)
- Surveys
Interactions
Aspire Counselling implemented Emitrr Interactions in September 2020. One of the biggest challenges with many counseling offices is integrating new technology into an existing tech stack and employee processes. Aspire wanted to provide another touchpoint for patients to reach out using the methods they prefer, including text and chat. They decided to add Emitrr’s Interactions product to boost patient communication.
By implementing Emitrr Interactions, the Patient Contact Center can now reach out via chat and text to both potential and existing patients. Because the same team answers the phones, Emitrr’s ability to convert a webchat or missed voicemail into a text conversation was a perfect fit. Aspire now handles all leads exclusively through Emitrr.
The process is simple: the centralized patient contact center receives the webchat and manages the communications for all the individual offices. The team can answer questions, send paperwork or make appointments through webchat. Automated FAQs automatically answer common questions. In the rare instance where a question needs to be forwarded to someone else, the team can do so through Interactions, thereby keeping the patient journey seamless. Mass texting can be used to send out promotions or special messages to patients. A receptionist can answer missed calls and easily turn a voicemail into a text message.
Surveys
One of Aspire’s favorite Emitrr products is the surveys. Besides getting reviews, interacting with patients, handling calls and increasing their rating and visibility online, they now also survey their patients to get feedback on things such as wait time, experience with the call center, and overall experience. Aspire sends out custom patient surveys to collect feedback. This feedback from surveys has played a critical role in building the brand they are across 6 of their locations. They are now confident about the service they provide to their patients.
Overall Results
In just 8 months with Emitrr, Aspire Counselling saw the following results:
- 3 minutes – average response time
- 300+ voicemails answered
- 1000+ text message conversations
- 100+ new reviews
- 200+ leads through web chat