How to Set Up Google Review Marketing Automation

Overview

Google reviews play a crucial role in capturing patient feedback and building trust with potential clients. They not only reflect the quality of care provided but also significantly influence a clinic’s online reputation and visibility. Positive reviews can enhance credibility, attract new patients, and ultimately help grow the business.

In this article, we’ll walk you through how to set up an automated system for collecting Google reviews using marketing automation tools. This streamlined approach ensures consistent feedback from patients while saving your team time and effort.

This article will show you how to:

1. Enable Group Permission for Automated Marketing
2. Create a category for the patient
3. Set up an Automated Campaign
4. Patient Category Tagging

Enable Group Permission for Automated Marketing

Automated marketing is available only for clients on the Communicator Package.
If you're not subscribed, contact our Sales team to upgrade.

If you're already subscribed, ensure group permissions are enabled before setting up automated marketing. If you don't have admin access, ask someone who does for help.

1. To enable this feature, go to the group you want to give access to under Settings. In the Marketing Permissions category, tick the box beside Recurring Send.

Create a Category for the Patient

Creating a category will be used to filter automated marketing so that reviews are not sent to patients who have already answered or received them.

1. Click the cog icon, then select Settings. If the cog icon doesn’t appear, please contact your administrator.
2. Click Create Label.
3. Fill in the following information, and when done, click Save Changes.
   • Name: Google Review Received
   • Type: Patient
   • Active: Yes

Set up an Automated Campaign

Once automated marketing has been enabled under permissions, we can start setting up the campaign for Google reviews.

1. Click the Marketing tab at the top of the page, then click Campaigns.
2. Click the Create Campaign button at the upper right.
3. You will see all the templates for Automated Marketing. Scroll down, look for Send Review Link under Appointment Automations, and click the Preview button.
4. A pop-up screen will appear, providing a summary of the campaign. Since we want to customise this campaign, we need to click the Customise This Campaign button.
5. On this screen, you will see the campaign details. You can refine or modify any of this information depending on your clinic's workflow. When done, click the Continue to Recipients button.
   • Interval: 1 day, meaning the Google review will be sent automatically 1 day after the appointment.
   • Appointment Attendance: Select "Attended" so that the review will be sent to patients who have completed their appointment.
6. The next screen lets you filter patients by health fund, fee level, and age. Click Yes next to "Do you want to refine the patients by category?", choose Exclude, and select Google Review Received under Categories. This will prevent sending an automated review to patients with that tag. When done, click the Review Campaign button.
7. This screen will give you the option to review and see an overview of the campaign.
8. You can also customise the message that will be sent to the patient and include your clinic’s Google review link. Additionally, you can change the scheduled time for when the message will be sent. When done, click the Create Campaign button.
9. You will be directed to the Campaign Details screen. If no changes are needed, click the Save Changes button.
10. Here, you can see the campaign you’ve created. It will show as Recurring and Running, meaning the system will automatically send a Google review 1 day after an appointment is completed.

Patient Category Tagging

Once a patient has responded to or received a Google review request, we should make sure they don't get repeat automated prompts. To do this, add a tag to their profile to exclude them from future Google review campaigns.

1. Go to the patient's profile by clicking the Patient tab at the top of the screen.
2. Search for the patient’s profile using their first and last name.
3. On the patient's profile, click the Details button located below Overview on the left side of the screen.
4. Under Personal Details, look for the Category field and select Google Review Received. Once selected, click the Save Changes button.
5. Once added, the patient's profile will display the tag Google Review Received next to their name, and they will no longer be included in the list.

If you want the patient to receive another Google review request, you can go back to the patient's profile and remove the category so they will be included in the automation list.

If you have any other concerns or questions, please do not hesitate to click on the yellow HELP button for further assistance. We'll be happy to assist you!