Dentistry benefits from a three-question approach: what is needed, for whom the appointment is, and how urgent it is. Symptoms and diagnoses are not asked in this process. A WhatsApp message arrives with the service and timing, and the administrator offers an appointment time without starting a lengthy inquiry.
Why don’t patients book through chat?
The first message to the clinic is almost always about price: "How much does a filling cost?", "What about an implant?". It’s impossible to answer honestly without an examination, and the conversation stalls at "it depends on the situation". The person doesn’t get the answer they were looking for and leaves to compare other clinics.
What questions to ask in the process?
Question | Options | Purpose |
|---|---|---|
What do you need? | Examination, treatment, cleaning, implantation, braces | Clarifies which doctor to see |
For whom is the appointment? | For myself, for a child | Determines if a pediatric dentist is needed |
How urgent? | This week, I can wait | Indicates who to prioritize |
The option "treatment" sounds like "something is bothering me", without specifics. This is enough to schedule an examination, and the doctor will ask for details.
What not to ask in the process?
Symptoms, diagnoses, medications, chronic illnesses. The first message goes into a regular WhatsApp chat, and medical information doesn’t belong there. Moreover, each such question is longer and more concerning than the previous one, causing people to close the page. The process is meant to book the person, not to gather medical history.
How does the first message change?
Without the process: "Hello, how much does cavity treatment cost?". The administrator responds with a price range, the patient asks why it’s so expensive, and the conversation drags on until evening without a booking.
With the process: "Hello! I need treatment, for myself, this week". The response fits into one message: the cost of the examination and two available time slots. The conversation about treatment costs moves to where it’s honest, in the doctor’s office after the examination.
What to do with acute pain?
Do not handle it through the process. In the header of the cover, state that for severe pain or swelling, one should call, and provide the number. A person with acute pain needs to talk immediately, while the process is good for routine bookings. You can create a process for the clinic for free in Mate.
Frequently Asked Questions
Should prices be mentioned in the process?
Only the price of the first step, like an examination or consultation. This can be stated honestly, alleviating the main fear of booking. Treatment prices without an examination are inaccurate, and a figure in the process turns into a promise that the doctor may not be able to keep. It’s better to discuss them after the examination.
Is a separate process needed for each service?
If you are advertising implantation or braces separately, yes. Such a process asks questions specifically about that service, and it’s convenient to link it in the advertisement for that direction. The general process remains in the profile header for those who are not yet sure what they need.
How to remind about preventive cleaning?
Send patients who haven’t visited in a while a short message with a link to the process. The process will immediately ask for whom the appointment is and when is convenient, and the response will come ready for booking. A reminder every six months helps bring back those who haven’t changed their mind, but simply forgot about cleaning and postponed booking.
Where to place the link?
In the clinic’s card on maps, in the profile header on social media, and on the website instead of a callback form. In the clinic, place a QR code at the reception desk so that the patient can book their next visit while still with you. Keep the emergency number handy, listed separately.
How to know if the process is working?
Check the process analytics after a month: how many people started, reached the end, and wrote. If many leave at the service question, shorten the list of options. In chats, check if there are fewer messages asking "how much does it cost" and more that come directly with the service and timing.
