COVID-19: Client Communication Instruction Guide

As the coronavirus (COVID-19) epidemic continues to develop, communication is the best tool we can all rely on to stay informed. Below is a COVID-19 Client Communication Instruction Guide containing actions you can take immediately using the tools available in your portal.

1. Send email campaigns using our pre-built COVID-19 communication templates or create your own from scratch.

Using Campaigns, you can send informative communications regarding how your business is handling the outbreak. If you remain open, send out an email blast to your customer base addressing common concerns and how you are taking preventative measures within the office to help protect your customers. If you decide to temporarily close, you can send out an email blast to inform your customers about this decision. Your portal now contains a few pre-built email templates you can send to customers about COVID-19.

Access the new email templates by following these steps:

  • Log in to the Demandforce portal
  • Select ‘Marketing’ and click Campaigns on the left navigation menu
  • Select Email Templates

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2. Send quick One-Off Messages to customers with upcoming appointments.

The COVID-19 situation changes everyday, which means you may need to send urgent messages to your customers at a moment’s notice. One-Off Messages allow you to send email or text messages to your remaining customers of the day, customers with upcoming appointments, and specific customers. After you send a One-Off Message, via text message for example, your customers can reply directly which will initiate a Two-Way Text conversation.

Access One-Off Messaging by following these steps:

  • Log in to the Demandforce portal
  • On the Dashboard, click Contact Patients/Customers/Clients
  • Select one of the options to message customers

Click here to read the help center article.

3. Use Two-Way Texting to communicate updates faster with customers.

When your business receives a text message from a customer, our technology will identify the most important messages that require an immediate response from your business. We use machine learning to prioritize your Two-Way Text messages so that you can respond to the important messages first. Two-Way Texting is a great feature to use during the COVID-19 outbreak as it allows you to quickly and easily send an alert and respond to customers in real-time.

Access Two-Way Texting by following these steps:

  • Log in to the Demandforce portal
  • Click Texts at the top-right corner of the portal
  • From the Two-Way Text panel, click the + symbol at the top-right corner
  • Search for the client who you want to send a message

Click here to read the help center article.

4. Customize your Email Appointment Reminders or quickly update your Reminders settings.

While automated appointment reminders are generally used to prevent no-show appointments, they can also be used to communicate pertinent information about an upcoming appointment. You can customize your email appointment reminders to include any precautionary measures both your business and your customers need to take before the appointment. To do this, create a text module in your email reminders and type in additional information about COVID-19, or upload an image file (png, jpg, or jpeg) with your own visual/information resource. If you opt to cancel all remaining appointments and turn Reminders off entirely, you can make this change in Reminders Settings. Note: Customers won’t be alerted that their appointment was deleted/canceled. We recommend sending a one-off message to alert them of this change.

Access appointment reminders by following these steps:

  • Log in to the Demandforce portal
  • Click Settings
  • Click Appointment Reminders on the left

Click here to read the help center article.

5. Update your business listings with closures and updated hours of operation.

Nearly 46% of all Google searches are looking for local information.3 If your practice has been affected by COVID-19, be sure that your business listings include accurate business hours, an updated description, as well as extra services, delays, or precautionary measures your business might have. Accurate and up-todate business information about your practice is more important than ever during these challenging and confusing times. With Demandforce, you can bulk update your business listings in just a few clicks, saving your office valuable time and resources.

For a free review of your business listings, follow these steps:

  • Visit https://www.demandforce.com/scan-now/
  • Enter your business information and submit the form
  • Review your listing report and check for any errors
  • Update all your listings in just one click

6. Receive instant notifications from patients and respond in real-time, all in one place.

While keeping your patients informed about your practice during this unprecedented time is important, it’s just as important to receive timely updates from patients as well. Whether a patient is running late for an essential appointment, has to reschedule, or has questions, practices should be prepared to respond to patients immediately. With Demandforce Live, our new desktop app, practices can manage appointment requests, confirmations and Two-Way Texts from patients in real time and all in one place. Demandforce can help streamline communication between your practice and your patients as the world adjusts to the COVID-19 outbreak. Regular communication is critical to both the success of your business and how we all navigate this situation.

Download Demandforce Live by following these steps:

  • Log in to the Demandforce portal
  • Click Settings at the top-right corner
  • In the Connect section on the left sidebar, click Demandforce Live
  • Click Download next to the appropriate operating system (Windows or Apple), and follow the prompts to install.

Click here to read the help center article.

Contact Customer Support

We hope this short guide will help streamline communication with customers as we all adjust to the COVID-19 outbreak. If there are additional ways that we can support you, please don’t hesitate to contact us.