BRAMPTON, Ontario - TelAve -- When Queen West first signed up to Biz Text in August of 2018, the business averaged about one to two inquiries from new patients every week. Since the start of the year, they receive, on average about 60 texts a week or 250 texts a month. The texts range from appointment booking, changing, or canceling appointments, to questions about treatments, or hours, or inquiries about product availability. "I immediately saw the benefits and knew I wanted us to receive texts" comments Kiroplis.

"Sometimes, it is hard to hear the patient on their end, or it is busy with patients, and equipment running on our end." comments Head Administrator, Bal Pannu, "A text eliminates all of that so we can attend to their needs quickly." Queen West keeps their Texting Dashboard open on a browser, at all times and has a speaker attached that "dings" when a new message comes in and continues until it answered.

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Texting makes it easier for the patient to cancel or say they are running late without feeling judged or that they are causing a problem. Jas sent a text at 10:57 a.m. to cancel and rebook an appointment, minutes before Queen West opened. At 10:59 a.m., she received a reply, "Hi Jas, I canceled today, and we will see you tomorrow at 2 p.m."

"Texting gives more of a feeling of a relationship. It is informal. Such as texting a friend; there is a sense of trust and comfort,", comments Kiroplis. It allows patients to communicate at a more personal level to reveal and discuss things that they may not be able to do in person or over the phone. In doing so, they can receive a service they may otherwise have not reached out for in a call.

No matter where Kiroplis is or what he is doing, he gets the text and can reply directly from his phone; as he would any text. The patient sees the Queen West number, not his personal number. The system allows to set business hours, and when a patient texts after hours they receive a message.

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Texting provides a way for customers to quickly deal with something and get the sense that it is delivered, checking it off the to do list. For example, they do not have to wait until business hours and can send a text during off hours. If the business is open, they are not waiting on hold, not having to leave a voice message, or not having to try again later.

"Allowing customers to text has taken us to another level of service; without it, we would not be where we are today," comments Kiroplis

To learn more about Queen West Physiotherapy & Acupuncture contact Dennis Bartel at (855) 786 - 1969 or visit https://www.queenwestphysio.ca.

Read the full story at https://www.linkedin.com/pulse/brampton-business-trailblazer-customer-service-dennis-bartel/