Review Manager Agent + Social Media Management + Patient Recall Automation
The Challenge
A dental practice with two dentists and a small team had been serving their community for eight years. They had a decent website and steady patient flow, but two problems were holding them back.
First, their online reputation had taken a hit. A string of negative reviews from two years ago still sat prominently on their Google profile. They had done nothing to address them and had no system for generating new positive reviews. Their 3.8 star average made new patients hesitant.
Second, their schedule had gaps. They had hundreds of patients in their database who hadn’t visited in over a year. The front desk team was too busy with check-ins and insurance calls to make recall outreach a priority. Empty chairs meant lost revenue.
They also had zero social media presence. The office manager had created a Facebook page years ago but never posted. Meanwhile, a competing practice down the street had an active Instagram with patient photos, tips, and promotions.
The Solution
We deployed our Review Manager agent. She monitors Google and Facebook reviews daily, responds to every review professionally, and flags negative feedback for the office manager to address personally. For positive reviews, she thanks patients and reinforces their experience. For negative reviews, she responds with empathy and offers to resolve the issue offline.
We also set up an automated review request workflow. After each appointment, patients receive a text message asking about their experience. Happy patients get a direct link to leave a Google review. Patients who indicate a problem get routed to the office manager before posting publicly.
We took over their social media through our Agency Services. Our team creates and posts content three times per week across Facebook and Instagram. Posts include dental tips, behind-the-scenes team photos, patient spotlights (with permission), and seasonal promotions. The practice stays visible and feels approachable.
We built a patient recall automation. The system identifies patients who haven’t visited in 6+ months and sends a friendly text and email sequence encouraging them to schedule. Those who don’t respond after two messages get flagged for a personal phone call from the front desk.
The Results
After 6 months:
- Google Reviews Before: 34 reviews, 3.8 star average After: 89 reviews, 4.6 star average
- Review Response Rate Before: ~0% After: 100% of reviews receive a response within 24 hours
- Reactivated Patients Before: No recall system After: 73 inactive patients scheduled appointments in the first 6 months
- Social Media Following Before: 45 Facebook followers, 0 Instagram presence After: 312 Facebook followers, 287 Instagram followers
- Schedule Utilization Before: 72% of available appointment slots filled After: 88% of available appointment slots filled
Key Takeaway
“We knew those bad reviews were hurting us but didn’t know what to do about it. Now every review gets a response, and the new ones are burying the old ones. The recall texts alone have brought back patients we thought we’d lost.”
— Office Manager, Dental Practice