How do I deal with responses from marketing campaigns

Owned by Paolo Lencioni
Last updated: Aug 12, 2024 by Hau Le
2 min read

Profitdiagnostix allows for various marketing campaigns and communications to automatically be sent to customers via email and text message.

For text messages customers can respond and their responses will be forwarded to an email and mobile number of your choice. This allows your business to take prompt action on the customer responses.

For the common campaigns, responses from customers are reasonably predictable and you need to know how you should act on these responses

Lost patients/ missed vaccinations campaigns

These are the common responses you will receive on the designated forwarding mobile and email and the recommended actions you should take:

  1. Can I book in an appointment:
    Call the customer ASAP and book in the appointment. Ideally this should be actioned as soon as you receive the response on the business mobile

  2. I have moved away from the area
    Inactivate the CUSTOMER record on your system. This will then be updated in Profitdiagnostix 24 hours later and the customer will receive no further messages

  3. My pet has died at home
    Inactivate/Mark as deceased the PATIENT record on your system. This will then be updated in Profitdiagnostix 24 hours later and the customer will receive no further messages about this patient.

  4. my pet died at the practice, why are you texting me about them?
    There has been a record keeping error in your business. Inactivate/Mark as decease the PATIENT record. This will then be updated in Profitdiagnostix 24 hours later and the customer will receive no further messages about this patient. Also make sure that your team know when and how to mark patients off as deceased

  5. Please stop sending me messages
    Mark the customer as inactive in your system. This will then be updated in Profitdiagnostix 24 hours later and the customer will receive no further messages. Ethically if customers ask for this you should not be sending them any further communications. If you would rather still keep them as active in your system, then you need to move the mobile number to another field in their record or delete the mobile number.

  6. STOP
    Mark the customer as inactive in your system. Because this is the standard and global way of unsubscribing from text messages, Profitdiagnostix will automatically stop sending messages to this number even if you do nothing in your system.