How an 18 location MedSpa responded and promoted their client experience
Company Snapshot
With branches in 18 cities across the U.S., Sona Dermatology & MedSpa has been providing exceptional skincare products and services for 2 decades.
- Aug 2016
Wanted more insight into patient experience
Sona Dermatology & MedSpa’s patients continually raved about their experience after an appointment, but they were not sharing their opinions on review sites for other patients to see. This was not only causing Sona’s clinics to rank below competitors on Google; it also meant Sona had no way of understanding how patients felt about their experience, and where improvements needed to be made. Asking patients for reviews in person proved ineffective, since even the most satisfied patients would forget to follow through.
“Being able to send email and text review requests have allowed us to reach more people. We also have a better eye on all of the reviews that are coming in. This allows us to be more proactive in our responses, especially for those negative reviews. The faster we can reach out to our clients about any concerns, the better.”
Sona Dermatology & MedSpa
In order to increase their online visibility and acquire more patients, Sona needed to collect significantly more reviews on top sites like Google -- across all its locations. To achieve this, Sona needed a more effective way of requesting reviews from patients immediately after every appointment, with the ability to make the review process easy enough to increase conversion from review request to actual review. This is what led them to Birdeye.
Automatically promote patient voices across the web
Automatic new review alerts from Birdeye notified Sona the moment reviews were posted for any of their locations, enabling them to respond directly to any reviews and address patient concerns immediately.
Birdeye also built a custom, SEO-optimized review microsite for each Sona Dermatology & Medspa location, displaying its reviews from all sites, as well as up-to-date practice information and the ability for site visitors to book an appointment directly from the page.
More reviews, more visibility, happier patients
Sona Dermatology & MedSpa’s dedicated efforts to collect and manage new reviews paid off: in just 18 months with Birdeye, Sona increased its Google review volume by a whopping 496% organization-wide, and their efforts to improve patient satisfaction earned them with an average rating of 4.4 stars. Patients shared their love for Sona on sites other than Google too -- the company experienced a 166.60% increase in overall reviews in the same time period.
The constant stream of new reviews also provided Sona with the ability to identify what patients loved about their practice, and where improvements needed to be made. This insight allowed them take action to adjust operations to prevent customer issues from arising in the future.
Birdeye: The Obvious Choice
Winning over 400 awards for 10 quarters in a row, Birdeye is the most-awarded and highest-rated customer experience software for businesses of all sizes.
