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For eye care professionals

The Importance of Digital Recalls

19 July 2020

Digital recall could be a key strategy for you to follow, to make sure your business gets back on its feet.
Maintaining regular communication and engagement with your customers is crucial no matter what business you’re in. Now that opticians are able to reopen again and return to some sort of normality, it’s the best time to capture your customers’ attention.
 
The last few months have been difficult for everyone, especially business owners. Digital recall could be a key strategy for you to follow, to make sure your business gets back on its feet.
 

Open for business

 
Lockdown restrictions across the UK are continuing to ease, but there is still some uncertainty regarding accessing medical treatment. It is important to instil confidence in your customers that you have made the necessary changes to keep both staff and patients safe.
 
Every business has had to adapt in some way, especially those in the health sector in order to reopen with confidence; from social distancing markers to rigorous cleaning regimes. 
 

Communicating with customers

 
With opticians being able to reopen in mid-June, it has meant bringing in new adjustments in line with social distancing and safety. Reassuring customers of the changes you have made is crucial in helping to bring your patients back, many of whom may now be overdue an eye examination.
 
The right communication can help to remind customers that they can now book an appointment, and shouldn’t hesitate to do so if they are due an eye test or experiencing any vision problems.
 

The impact of digital recall

 
Digital recall allows you to harness the power of email to send updates and important information to your patients. In today’s world where everyone is keeping their distance just a little more than usual, digital is everything.
 
Digital recall also enables you to determine the best way to contact your customers, including what yields results and what isn’t necessarily working. You can segment your audience, allowing you to keep up with who has taken action from your email and booked an appointment, and who has not responded.
 
By setting digital KPIs, such as email click-through rates, you can begin to measure what this means for your business.
 

Enhanced patient care

 
Digital recall can have a positive impact on patient care, giving you a proactive method to ensure patients are receiving the attention they need, after months of not being able to offer appointments.
 
Offering the right aftercare through email communication, such as new offers on frames or notifications for the next eye examination date, can really make a difference. It may even improve customer retention, encouraging patients to come back to you and not a competitor.

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