Mastering Virtual – Part 2 of 5: Tips for Tracking Reception & Conversion Rate
In part 1 of our 5-part series on mastering virtual with our partners over at The Invisible Orthodontist (TIO), SmileSnap’s Director of Customer Success, Stacey Bagwell and TIO’s Director of Community and Content, Casey Bull, shared with us an overview of the optimized new patient experience. In case you missed it you can catch part one here!
In part 2 of our series, Stacey and Casey dive deeper into tracking and reporting. Knowing what to track and what is possible with virtual consultations can help you and your busy team identify practical KPIs (key performance indicators). KPIs are healthy goals you set for a specific component of your practice to see the effectiveness a new or continuing process.
You will find that there is a lot of discussion around the difference between a reception rate and a conversion rate and why it is helpful to track both. This is a common misconception on what numbers to track. Casey and Stacey do a great job of explaining the why as well as the importance of tracking from the start of the new patient journey, not just when they show up in the office.
When it comes to tracking the virtual consultation side specifically, there are some minor changes you want to consider tweaking as you incorporate your virtual solutions. This shouldn’t be a complete overhaul of your tracking, but you should be aware of when conversion rates need to start being tracked compared to your old process of seeing new patients.
All of the tips that Casey and Stacey share are around setting your practice up for a successful virtual consultation process. Without good tracking, we never know if we are truly successful with a new or evolving process.
Coming Up Next – Part 3 of the 5-part mastering virtual series: Using live video effectively in your new patient process.