What is a voicemail drop?
At its simplest, a voicemail drop is when you “drop” a pre-recorded message into someone’s voicemail inbox. Their phone won’t ring, but they’ll get a notification they have a new voicemail.
To put it simply, you should use voicemail drops because they’re effective. While it’s easy to ignore or decline a phone call, people are far less inclined to delete a voicemail without at least listening to it. In fact, voicemail drop providers’ reports have shown a response rate between 15-25 percent.
Here are some other reasons you should integrate voicemail drops into your patient communication plans:
Depending on the provider and plan, it can cost just a few cents for every message delivered.
Voicemail drops work with both mobile phones and landlines.
You can quickly upload a recorded message or make a new one from your account dashboard.
Instead of individually calling dozens of patients and waiting to leave your message — or talk to the patient if they answer — you can record one personalized message for a patient and instantly send it with one click. With Modento, you also have the option to save those messages in your library, so they’re ready when you need them. Realistically, this could save you 20+ hours every month. Take those hours back, add a personalized touch to your post-patient care, and take your “customer service” one step further.
You can connect and engage without having to bother or interrupt patients at home and work. They hear the message and respond at their convenience.
Want to give your team some pointers? Here are a few tips to help turn deleted annoyances into callback-friendly messages.
Patients don’t want to hear a monotonous message that will put them to sleep. It won’t grab their attention, and it hurts your practice’s brand.
To leave a voicemail a patient will remember, say your message with a smile on your face. Show some excitement and engage the individual as if you were talking to them in-person.
If your voicemail’s purpose is to receive a callback, make sure the receiver can complete that action. Repeat your name and phone number at the end so they can easily respond.
Pro Tip: To increase your callback chances, leave your message between 7:30 a.m. and 8:30 a.m. or 4:30 p.m. and 6:30 p.m. local time.
Similar to other customer service techniques, you should test what works. Create a simple A/B test for your voicemail to see what format increases callbacks.
What happens when you say your name and company last? Or when you state your reason for calling first? Track your response rate with each variation. You can do this for 10 to 20 voicemails and create a fun contest for your team members to track their outcomes — the best response rate wins!
It’s easy to get ignored. Thanks to caller ID or unknown number silencers, people generally disregard incoming calls from people they don’t know.
To counter any neglected voicemails, you should also send prospects the information in an email. This will pique their interest and give them a reason to listen to your message. Make sure you use a simple yet compelling subject line.
Voicemails don’t have to be long or boring. Spending hours calling and leaving ineffective voicemails that patients or leads may ignore wastes time for both you and the patient. Learn more about Modento and how voicemail drops and other patient engagement features can eliminate no-shows, reduce cancellations, and help to bridge the gap between your office and patients.