Call Tracking & Dashboarding Software for Medical Practice

It is no secret that the ‘Healthcare industry’ is fast-paced. Scheduling appointments, answering patient queries, consulting patients, taking follow-ups, and patient documentation; several tasks are carried out simultaneously in a medical setup.

Therefore, to ensure the smooth functioning of the operations and prevent unnecessary hiccups along the way, healthcare organizations must take the help of advanced technologies.

Amongst the daily health administration tasks, one of the most critical tasks is answering patient calls and maintaining patient data effectively.

Google reports that approx 44% of healthcare seekers book appointments on phone calls after conducting in-depth online research. This means that ‘calls’ play a huge role in moving patients further ahead in the sales funnel.

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In this article, we will talk about a revolutionizing technology, i.e., Call tracking & dashboarding software that has significantly improved the functioning of healthcare practitioners.

We will look at the following :

What Is A Call Tracking Software & How It Works?

“In simple terms, Call tracking software is the tool that helps you track user behavior over phone calls.”

The data collected through this software gives you vital information such as which platforms are driving calls, how to improve the patient experience while on the call, etc.

Like other marketing practices such as SEO & PPC, healthcare digital marketing specialists analyze call data to improve patient experience and devise target healthcare marketing campaigns.

This software extends the analytics tools that your marketing team already utilizes to track other marketing campaigns’ performance.

Coming to the “how they work” part. The tracking solution assigns a unique number to each caller and tracks the source of the lead. They lead you to their source. Furthermore, these tools can also be integrated with data analytics tools such as Google Analytics.

A call tracking tool can derive the following conclusions -

• Which campaigns are driving maximum tractions?
• Redundant campaigns
• Peak timings of the call
• Call recordings — which can be used for employee training purposes

7 Factors To Consider While Choosing The Best Call Tracking Solution For Your Medical Practice

From basic versions to highly sophisticated ones, call tracking and dashboarding systems are available in a wide variety. Moreover, several vendors offer unique solutions according to their customer base.

Therefore, selecting the best solution for you can be a daunting task. Fortunately, we have done all the heavy lifting for you and listed down features that make the calls tracking solution ideal for your healthcare business.

1. Caller Profiles

This feature is a default feature of almost every phone call tracking program. Your system captures the caller’s location, website behavior, previous history, and a lot more.

The main advantage of this feature is that you get to know about the patient’s behavior in-depth and devise strategies to maximize your conversion rates by predicting their next move.

2. Interactive Voice Response (IVR)

IVR (intelligent call routing) is an automated system that directs callers to the appropriate department based on their selected responses to recorded prompts.

Call tracking software should either work with your current IVR system or be equipped with an inbuilt IVR. This feature, yet again, helps you gain insights into patient behavior.

3. Dynamic Number Generation

For your campaigns, a call tracking application should be able to create numbers dynamically. This means that if you include JavaScript code in your pages (such as a Google Analytics tag), the code should be able to display pre-programmed phone numbers based on the page’s URL, as determined by the software.

If this task is carried out manually, it would consume a lot of time and lead to errors in data collection. Hence, your tracking software must have a dynamic number generation function.

4. Customer Relationship Management (CRM) Integration

By integrating the call tracking tools with CRM solutions, you will get holistic information about a patient’s journey.

5. Keyword Tracking

As mentioned above, the primary function of call tracking is to gain insights for marketers. The keyword tracking tool in the program would be incredibly beneficial for the same.

With this, you will use call conversations to determine patients’ keywords, language, and voice.

You will get to know what users are searching and which searches drove them to call you, further improving your SEO and creating keyword-targeting landing pages.

6. Call Recording and Analytics

It may sound like you are accumulating unnecessary data. But, trust us, patient call recordings can prove to be an incredible asset if used correctly.

A tracking tool collects patients’ pain points, patterns, complaints, services they inquire about, etc. Later, it organizes this information in an easy-to-consume form, which can help fine-tune your marketing strategies and branding approaches.

7. Affordable

Moving further, we will now learn what benefits healthcare organizations will gain by selecting the best call tracking software equipped with all the functionalities mentioned above.

Incredible Benefits Of Call Tracking & Dashboarding Software

1. Detailed Insights On Marketing Campaigns

Surviving and thriving in the intensely competitive healthcare market requires lots of effort and resources. The last thing you, as a healthcare professional, would want is ‘money-draining marketing campaigns.’

Here is where consumer call trackers step in and help you understand whether your campaigns are getting you desired results or not.

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E.g., if the maximum number of patients select ‘google results’ as a trigger point, it means that your SEO strategies are working.

Moreover, you can also get in-depth information on specific campaigns. E.g., if your marketing campaign is focused around PPC, call tracking tools to help you determine which ads your patients clicked. This will also help you with content creation and help you design data-backed campaigns that would give you maximum ROI.

2. Handling Missed Calls Efficiently

“Do you remember how we mentioned at the beginning of the blog that a single healthcare setup carries out a plethora of tasks in a single day?”

When occupied with other tasks, the staff may miss a patient call. These missed calls can often mean missed opportunities for healthcare organizations. Tracking software helps you track the missed calls and helps you plan strategies to reach back to the patients.

In addition, this software can also help you minimize missed calls or prevent them altogether. Some software included a notification feature that makes you aware of the missed calls via SMS alerts or e-mails.

These alerts make it simpler to spot call-back chances so you can capitalize on potential revenue-generating activities.

Notification features also allow you to detect the duration of the calls and identify concise calls. This helps you understand the performance of the sales teams and the effectiveness of their efforts.

3. Higher Consumer Satisfaction

More often than not, booking healthcare appointments is a daunting task. Unless yours is an elective medical clinic such as dermatology, wellness, etc., your patients are likely to be in pain while booking an appointment.

In these circumstances, the customer executive’s behavior significantly influences the patient’s experience with your brand.

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Call tracking identifies the gaps for improvement by identifying which calls led to confirmed appointments and which ones didn’t. Additionally, the call recordings and transcriptions will determine the possible errors and issues in the communication and direct you towards better communication.

Consequently, the improved quality of phone calls will increase the conversion ratio and increase consumer satisfaction.

“Pro tip — There is no better marketing asset than ‘loyal consumers’. Positive reviews by such patients will help you drive both online and offline traffic.”

4. It Allows You To Expand The Geographical Horizons

Healthcare setups are often localized businesses, owing to which healthcare marketers focus intensely on local marketing strategies such as local SEO, location-based social media campaigns, etc.

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While this approach is more beneficial than it is damaging, it is not entirely free from downsides.If you focus on location-specific strategies, marketers often miss out on the surrounding areas.

E.g., A physical therapy clinic established in Brooklyn may miss out on the surrounding towns of New York such as SOHO, Greenwich, etc

With call tracking solutions, you can figure out the location of your callers, which allows you to pinpoint geographical areas that are yet untapped.

With these tools, you can determine which locations are driving tractions that ultimately help you build optimized digital marketing strategies.

5. Leverage The Advantage Of Peak Call Hours

Just like location tracking, call tracking software also helps you record the duration of the calls.

You can use this information to determine which days and hours are most important to you. This will allow you to make the best use of your employees and manage their working hours.

For example, if maximum patients prefer booking appointments during lunch hours or late in the evening according to their office schedule, you might have to adjust the clinic timings accordingly.

3 Widely Used Call Tracking software In Healthcare Industry

1. Hubspot

2. Novocall

3. CallRail

(Image source — Hubspot, Novocall , Callrail)

Concluding Thoughts

We hope that this compressive guide has provided you with all the necessary information about call tracking software for the healthcare industry.

If you are interested in learning more about specific aspects of this article or feel that we missed out on some points, please feel free to let us know in the comments.

For more informational articles on healthcare marketing and the latest marketing trends, follow ZealousWeb Blog.