ARS User Guide
Review & Retention System
1. Check that your custom URLs work for Yelp and Google. You should be automatically redirected to the review form page.
- https://[yourdomain.com]/yelp
- https://[yourdomain.com]/google
2.Read through the guides for each form on the left to understand how they operate.
3. Read the "Email & SMS Templates" below to understand the messages being sent out.
4. Refer to the FAQ for any questions.
5. Reach out to support@pharoagency.com if you are experiencing any problems.
The Review Link Sender will send a patient a request to leave you a review at your platforms of choice.
The first name is required to address the patient in the automated message.
You can choose to send the message to the patient's phone, email, or both. Phone only is a popular choice.
Finally, you can choose which platforms are sent in the message for the patients to leave a review for.
IN DEVELOPMENT
The Happy Birthday Wishes form will send the patient a birthday greeting every year.
The message is sent through email and the duration is set to infinite.
Unfortunately, we cannot provide custom time durations for this. However, it is very easy for the patient to unsubscribe from the Happy Birthday emails without affecting delivery of other emails.
IN DEVELOPMENT
The Follow-Up Reminder form will email the patient one week before their follow-up appointment. One day before the appointment, they will receive another message.
IN DEVELOPMENT
The Checkup Reminder form sends a message at regular intervals during the duration of time that you choose.
Once a patient returns, you can either Remove them from the Database or you can fill out the form again to reset the intervals.
Note: If you add a reminder using a patient's phone the first time, then add them again with the email, the patient will receive two messages at two different intervals because the user was not replaced in the database.
To prevent this, it is a good practice to remove the patient from the database every time, or set a shorter Length of Time.
IN DEVELOPMENT
The Remove from Database form is used to remove the user completely from any upcoming messages.
This is useful if you want to reset outbound messages or if a patient asks to be removed from receiving further messages.
The program scans the database to see if there are any phones or emails that match your form. Then it will remove them from any scheduled messages.
It is recommended that you use both phone and email in this form to ensure removal.
Email & SMS Templates
What gets sent out to your patients.
Thank you for choosing PracticeName. We'd appreciate if you'd provide feedback on your experience. Your review can help other patients like you find and trust us, and is very much appreciated!
We have included our online profile below. The link will take you directly to the review page to save you time. Thank you in advance for leaving us a review!
Links
Thanks,
PracticeName
Dear FirstName,
Thank you for choosing PracticeName. We'd appreciate if you'd provide feedback on your experience. Your review can help other patients like you find and trust us, and is very much appreciated!
We have included a direct link to our online profile. The link will take you directly to the review pages to save you time. Thank you in advance for leaving us a review!
Links
Sincerely,
PracticeName
Frequently Asked:
Errors
We may have applied an update and you may be seeing an outdated version that your browser saved.
On Chrome, try Shift + F5 to erase browser cache while on the RRS page.
On other browsers, try this:
https://7labs.io/tips-tricks/clear-site-specific-cookies-cache.html
Messaging
Yes! It is $500 for script edits.
Current clients of our marketing get free edits for the duration of service.
Patient Health Information
PHI is submitted through your encrypted website form, further protected by SSL technology.
Then, that information gets transmitted, using Integrately, and is divided into the right categories onto SendInBlue.
SendInBlue is where the scripts are loaded and from where the automated messages will be sent out.
Finally, the PHI is destroyed in compliance with HIPAA.
PHI is never stored elsewhere and is only transferred through sufficiently encrypted means.
In the past, we used to store PHI in a database that could be referenced for past submissions.
To increase the security of PHI, we decided to immediately destroy them after messages are sent.
We’re doing our best to minimize PHI exposure at every level.
Form Fields
The first name is used in the messaging to provide a more personalized experience.
You will notice that the phone and email fields are optional.
You can input either or both as methods of communication.
In the instance where neither are provided, you will receive an email notification that the form was not properly filled out along with the other details of the form.
Inputting either field in the Remove from Database form will instigate a search through the database for any matching phone or emails. This will remove the user information from the database, preventing further communication. Enter both phone and email when possible to ensure proper removal.
You may choose which platforms to send review requests for.
Yelp and Google are by far the most impactful and the most recommended.
Other platforms can be added on by requests but may lead to diminishing returns.
You may choose to send either or both Yelp and Google in the message.
In the instance neither are selected, you will receive an automated email that the form was not properly filled out along with the details of the form.
Users will receive a happy birthday wish on the day of their birthday.
This will continue every year for the Length of Time you selected.
This determines the period of time that your recurring messages will be sent out.
This applies to Birthday Wishes and Checkup Reminders.
This determined the frequency of communication during the selected Length of Time.
For example, a Reminder Frequency of 6 months over a Length of Time of 2 years will result in 4 total messages sent.
For any other questions or to report issues about the Review & Retention System, please email support@pharoagency.com