Automated SMS asking patients for a Google review
The day after the visit, at a time the clinic sets, Repto sends the patient an SMS with their first name and a link to rate the visit. With the integration, Repto pulls the visits from the clinic's practice management software itself, so the front desk sends nothing by hand. Without it, the front desk uploads a visit export (CSV or Excel).
- By default the patient gets the SMS the day after the visit.
- You pick the send time in the dashboard (10:15 a.m. by default).
- Repto pulls visits from your clinic software, or you upload a visit export (CSV or Excel).
- A patient who hasn't rated the visit gets one reminder (optional).
- Cost$0.05 per SMS
How does Repto send the SMS after a visit?
- 1
Repto pulls the visits from the clinic's software
It does this every evening, through the integration with the clinic's practice management software. Without the integration, the front desk uploads a visit export (CSV or Excel) to the dashboard once a day.
- 2
The next day Repto sends the patient an SMS
The SMS goes out at the time the clinic sets in the dashboard (10:15 a.m. by default). The clinic can also send it later, up to 7 days after the visit.
- 3
The patient opens the link and rates the visit
They see a short page with 1 to 5 stars. A happy patient goes on from there to the clinic's Google Business Profile, and an unhappy one writes to the clinic first, so the clinic can sort the issue out before it reaches Google. Details on the safety net page.
- 4
Reminder (optional)
A patient who hasn't rated the visit gets one reminder SMS after the number of days you choose. In clinics in Poland the reminder brings 50-60% more reviews, and it costs the same as the first SMS.
Why SMS and not a QR code or email?
Repto sends the SMS itself, to every patient with a phone number, even after the last visit on a Friday evening. The patient reads it on their phone and rates the visit right away, from the link. About 15% of patients open the link in the SMS, and about 33% of them leave a Google review, which comes to about 50 reviews per 1,000 visits (data from clinics in Poland).
A QR code at the front desk works as long as the staff ask patients to scan it. With the phone ringing and a line at the desk, they soon stop asking, and few patients scan a code without being asked. That's why in Repto the QR code is an add-on to the SMS.
Email often lands in spam or goes unread. Repto's data and tests from clinics in Poland show that a review request sent by email is 6-10 times less effective than an SMS.
What is in the review request SMS?
The SMS has the patient's first name and a link to rate the visit, plus the visit date if the clinic wants it. Repto comes with a ready-made text that the clinic can edit in the dashboard.
- {name}Patient's first name
- {link}Link to rate the visit
- {date}Visit date
- No {link} in the templateThe template can't be saved
- EmojiRemoved
Questions about the review request SMS
How do you ask patients for a Google review automatically?
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Repto pulls the visits from the clinic's software (or the clinic uploads a visit export), and the day after the visit Repto sends the patient an SMS with a link to rate it. A happy patient goes on from the rating page to the clinic's Google Business Profile and writes the review themselves, and an unhappy one writes to the clinic first.
When is the best time to send a patient a review request?
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The next day, between 10 a.m. and noon or between 6 and 7 p.m. An SMS right after the visit would bring the most reviews, but if the clinic is on a booking portal that sends its own review request, the two arrive together and the patient more often leaves the review on the portal. In Repto the default time is 10:15 a.m., and the clinic can change it in the dashboard.
How much does one review request SMS cost?
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$0.05 per SMS. On top of that comes a monthly subscription, quoted for your clinic on a short call. Details on the pricing page.
Does the patient get a reminder if they don't respond?
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Yes, if the clinic turns the reminder on in the dashboard. A patient who hasn't rated the visit gets one reminder SMS after the number of days you choose (from 1 to 90). There are no further reminders for the same visit.
Who writes the Google review?
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The patient writes it, from their own Google account. Repto only sends them a request to rate the visit: it creates no fake accounts, uses no bots, and writes or publishes nothing on the patient's behalf.
Can I change the SMS text?
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Yes, in the dashboard. The template must include the link, and it can include the patient's first name and the visit date.
15 minutes to see if it's worth it
It's a short online call, in English. I'll look at your Google reviews and show you the dashboard. Then I'll work out the cost and a forecast: how many reviews you could collect from your visit volume at a typical conversion rate.
Piotr Czupryński
Founder of Repto