Mastering Virtual – Part 1 of 5: The Optimized New Patient Process

SmileSnap • October 19, 2020

When COVID-19 hit, our partners over at The Invisible Orthodontist (TIO) were in a surprisingly optimistic situation. For the last 18 months, the global digital marketing and orthodontic consulting company had been helping their members and their busy practices implement their next phase of the new patient process: The Virtual Consultation. 


Now after completing thousands of virtual consultations, TIO has shared with us the keys to mastering this optimized new patient process.


Today, virtual consultations are the normal for TIO members around the world. Their reason for implementing virtual consultations was simple in their eyes. They had been coaching practices on how to manage a large amount of new patient inquiries for over 10 years and saw immediate value in bringing a portion of that new patient experience online. TIO actually did a webinar on the evolution of this process with TIO member and SmileSnap customer, Dr. Alex Waldman’s practice a few months ago. If you have not watched this incredibly valuable webinar you can check it out here.


But where is this process today?


In this 5-part series, Casey Bull, the Global Director of Content and Community at TIO, and our own SmileSnap Director of Customer Success Stacey Bagwell, take us through the steps and key things to consider to truly master the virtual consultation process and understand how the new patient journey has evolved.



What will be covered in the series:

  1. Virtual consultation workflow and set up
  2. Tracking and reporting for success
  3. Closing and Tips for getting the YES
  4. Bridging the virtual to physical appointment with ease

In the first video of our series, Casey and Stacey go through the big picture of virtual consultations and share helpful tips on the workflow, as well as dos and don’ts for the virtual consultation features available today on SmileSnap and SmileSnap Pro.

 

Up Next in the 5-Part Series: Tracking and Reporting for Virtual Success

 

Sign Up for SmileSnap Today!

Register for Smilesnap Now!

SCHEDULE A DEMO

Track, Optimize & Scale: Analytics-Driven Lead Growth with SmileSnap

By Kenner Medina • November 3, 2025
Capturing and managing leads is only half the battle—the difference comes from measuring and optimizing. SmileSnap includes metrics and dashboards so you can see lead volume, conversion rates, source performance, and more. You’ll gain insights into which lead sources yield the highest quality patients, which messages convert best, and where drop-offs happen. With that data, your practice can test, improve, and iterate your lead workflows. For example, if SMS follow-ups outperform email in response rate, you can shift more outreach in that direction. Analytics Features Include: Lead source attribution Conversion tracking Drop-off points in the funnel Comparative performance across message types By making decisions based on real numbers, you minimize waste and scale what works. Over time, trends emerge, allowing you to anticipate growth periods and ensure team capacity is aligned. With SmileSnap, your lead system doesn’t just support growth—it drives it.

Why Multi-Channel Communication Boosts Conversions

By Kenner Medina • October 27, 2025
One of the biggest mistakes practices make is relying on just one communication channel. Prospects differ—some prefer texting, others email, some want a quick video message. SmileSnap supports multiple channels, so you can reach leads where they’re most comfortable. When a new lead is captured, you can trigger a mix of messages—SMS, email, video — to reinforce engagement. For instance, if someone doesn’t respond to an email, the system can send an SMS reminder. You can also use video replies to add a human touch and build rapport instantly. Because responsiveness matters so much, this flexibility often increases reply rates and helps move leads toward booking. By logging all communications, your team always has context and avoids duplication. You eliminate “dead ends” where a prospect falls through because you used only one method. The result is a more connected, patient-friendly experience—and higher conversion rates .