Gather feedback and grow your Google reviews from your patients from EXACT.
Follow this guide to get Customer Radar set up in your Exact system. Once you have completed the set-up, your EXACT system will automatically invite your patients to give feedback 1 hour after their appointments.
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Two steps and 60 seconds to set up Customer Radar with your EXACT system
Step 1: Henry Shein One needs to activate your practice to connect to Customer Radar in EXACT (contact your Henry Schein account manager to switch this on)
Step 2: You will receive an email with the subject: ☑️ Complete your Customer Radar setup!
- In the email, click the Confirm your details button
- Fill out your practice details in the form
- Click Submit
- Customer Radar and EXACT will automatically connect and you will be sent a welcome email from Customer Radar including your login details and how to use the dashboard.
Watch this 30 second video on how to get set up
Following this, your patients will be sent an email or SMS to give feedback 1 hour after their appointments.
Note: If they have already been sent the feedback invitation in the previous 60 days, they won't be sent another feedback message.
Below are examples of what the email and SMS look like. Your logo and clinic name will be swapped out:
SMS
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GENERAL FAQs
Can I change the 1-hour delay between the patients' appointment and being sent the feedback invitation?
The time delay can be set in Customer Radar. We recommend 1 hour so the appointment is fresh in the patient's mind, but this can be changed to any time you choose.
Can I choose if a patient is sent an email or SMS asking them for feedback?
Patients will be sent an email, but if they don't have an email address they will be sent an SMS (charges apply). In Customer Radar, you can change the settings to try sending an SMS first, or you can send either SMS or email only.
Which email address does the feedback invitation come from?
The email sender is your practice's name and email address. You can view or update this in EXACT settings under the Admin menu.
Can a specific patient be excluded from receiving the feedback invitation?
No. It’s worth noting that unhappy patients are perhaps the most important to ask for feedback so that they can share any concerns or issues directly with the practice. Often people who don't feel they have had the best experience want to be able to share their thoughts in a non-confrontational way. Providing a means to share this privately reduces the likelihood they will post a review on Google or share something on social media.
How do I update my integration settings?
To make any changes contact the support team at Customer Radar via support@customerradar.com
CUSTOMER RADAR DASHBOARD FAQs
How do I use Customer Radar?
Check out our handy training video here or the following support articles:
Need help with setting up the integration? Contact Customer Radar support
support@customerradar.com
TECHNICAL FAQs
Is patient data stored anywhere outside of EXACT or Customer Radar?
No, personal data is passed securely straight from EXACT to Customer Radar and is not stored anywhere in aggregate.
What patient data is passed from EXACT to Customer Radar?
Currently, metadata for each appointment includes the Email Address and/or Mobile, Appointment Start Date/time, Patient Name, Patient Preferred Name, and Provider Name and Type.
How does the integration work?
- After a patient has an appointment at the practice, the EXACT API sends the appointment details to Customer Radar.
- Customer Radar applies send rules to the appointments that are sent through. Send rules control if a feedback invitation will be sent out to the patient. The rules can be filtered by appointment types so that not every appointment will be sent a feedback invitation. Send rules also prevent a customer from being sent the feedback invitation more than once in a specific period e.g. within 60 days. Within Customer Radar, EXACT users can select which appointment types and what time period apply for their own practice.
- If an appointment clears the send rules, Customer Radar will send a POST request to EXACT to send out an SMS or Email feedback invitation using a feedback template that includes the practices unique feedback link.
- Customer Radar uses the EXACT API to look up the customer's appointment details which are then tagged to their feedback in the dashboard.