Weave Erfahrungen

Essential for business

Vorteile:

I love the way the platform interacts with our patients. They are always growing and adding new products. Some I stay with and some I don't. But I love the fact that the company is always looking at improving the products and experiences for users.

Nachteile:

ISometimes it's hard to know who to contact and get help for issues needed. The company has grown so fast, there always seems to be a new rep assigned, and another one calling me.

VOIP phone service for your veterinary or medical practice

Kommentare: Over all the phone system has so many more "Pros" than "Cons". I was there went we had the old phone system but when we switched over it feels and sounds better. The app that you download on your computer is also pretty nice and user friendly. Sending faxes takes some getting used to, but if you want to go paperless than this is the way to go.

Vorteile:

Love the call recordings as there are many instances where a client claims they were told "???" and we were able to go into the call logs and see when they were called and what was said. Wonderful feature I don't know what we would do without. Also the hold music is a great feature that we love, as before we needed to buy a separate device and now we can just upload our own music for clients on hold or use what they have as default.

Nachteile:

I don't like that it can be costly. I thought it was flat rate fee per month and if you have 10 phones or 14 phones it would be the same flat rate fee. But I have recently learned that if we added a new phone it is an additional $20 per month per phone that we want to add. Wish that wasn't the case. And would like it to be more backwards compatible with our Practice Management Software (PIMS) as our system will have a client with one phone number and when the client calls it doesn't always display their name. Even when I upload our client list directly, something seems to be over riding the system. example: our system will say "John Smith" but "JSmith" will appear on our caller ID.

Weave to the reacue

Kommentare: We love it! Best ones from any other of it’s kind

Vorteile:

The compatibility to our software for patient management Office Mate and the phone app

Nachteile:

Maybe that you have to pay more for extra features

When my phone number was transported over to Weave they did not have my number working for 2 days

Kommentare: [SENSITIVE CONTENT HIDDEN] and the rest of the company are not fully trained in both how to set up your phone line or the phone and how to use their system. I called customer service 8 times today to be hung up on. So I finally called the sales line to get an answer. There online help support didn't have access to the PIN number. So i have asked for a phone call back like I did two weeks ago left on the online help support message and the phone does not take messages. The help center through the sales department didn't know that PIN

Vorteile:

I was sold on all I was told is was going to do for me and my business. None of it true. There is no phone personal message even thought I have set one up both on the phone and on line. There is no forwarding the call to my cell phone number. The training videos do not cover how to set up call forwarding and text messaging that me or my office staff understand.

Nachteile:

I had no phone service for 2 business days. We I called my assigned customer representative she didn't care that I had no phone service. She even called the number the next day and couldn't get through as the phone service had not been turned on by Weave. They did not send us a cordless phone that we ordered, they sent 5 separate phones which would ring randomly in set up in different rooms. You could not answer the call in the room you were in I had to leave a patient and run into another room to answer. the video she sent us to set things up was a different model. Afterall of this I decided to take my numbers to my prior service. They will not give me the information to do so. I explained I was going to do this and why. I had to call back to get my account number which took me several phone calls and waiting on hold to do. I explained why I need the account number. I sent the signed consent off to my new phone service, it was refused as they now needed a PIN number. This is odd as no one at Weave knows anything about PIN numbers. This has been going on for two weeks now.

Worth Every Penny

Kommentare: Overall I think Weave is a phenomenal product and I am happy we found it for our practice. They continually are adding new features and provide webinars to allow everyone to master their product and use it to the capacity it is designed for.

Vorteile:

The real-time text message communication it allows between our office and patients is invaluable. The digital forms that write back into Dentrix are a huge advantage as well. I also appreciate the in-office chat that allows us to communicate with co-workers and not constantly leave our work stations to ask simple questions or communicate something they need to know. These are only a couple of the great things about Weave.

Nachteile:

I wasn't overly confident in Weave's review platform. We stopped using our former review platform because Weave offered one in the price of what we were already paying and we didn't see great results. I did decide to stop using them for our reviews and went back to our former company and saw instant results again.

Love the Weave Software

Kommentare: We have loved our experience with Weave. Our schedule stays full most days without a lot of extra help.. We get so many compliments on our reminders patients love the texting

Vorteile:

I love seeing who is calling before I answer the phone as it helps me be prepared for the caller. Love the reminders that are sent out. We have a lot less no shows and frees up our time from manually having t call or write reminders.

Nachteile:

Sometimes the phone glitch a bit, one of the phones won't ring at times at the front desk then I have to move to another location

Weave

Kommentare: Overall I think Weave is a great benefit. I think that instead of adding new features, they need to work on properly developing their currents ones to ensure they work optimally. Adding new features just takes away from them having the best most efficient programming for what they offer in my opinion.

Vorteile:

I like how many ways you can access weave and connect with patients and staff. Overall it is easy to use and works well for communicating with staff and patients.

Nachteile:

The iPad app cannot switch to landscape mode. This is a very basic feature that I would honestly expect a company to have. Also, team chat needs a lot of help. The team chat is organized totally different in the mobile app vs the desktop version. It needs to be organized by most recent conversation and should not allow for new threads to start with individuals. You can easily end up with 4 threads with the same person and it is really confusing. In addition, there is significant lag with the mobile app. If you get a notification on your phone and you go to open the app, you have to wait a solid 5 seconds for the notification to appear within the app. If you don't, you can't find the message anywhere. In addition, some individuals have a different version of the mobile app and the notifications on their chats never go away even after they have read and responded to them.

Using Weave for Dental Practice

Kommentare: As a business that has used weave for over 5 yrs it has greatly improved our ability to be more efficient and communicate easier and faster with patients.

Vorteile:

The features we love most about weave is the pop up screen with direct text communication with patients. This feature is great or communication, scheduling and reminders.

Nachteile:

The fees are very high compared to other similar systems and we seem to have a lot of user glitches. Though I will say that customer service is alway very helpful.

Great Product. Support Absolutely is the Worse.

Kommentare: When it works, its great. When it breaks, plan on spending an extremely long time to get the issue rectified.
Support is:
Very slow with acknowledging an issue.
Slow response to the issue at hand.
No sense of urgency, especially when phones are lifelines of the business.
Constantly explaining to each support rep of how our particular system is setup.
Most all frontline reps are not familiar with an enterprise setup resulting is trial and error troubleshooting.

Vorteile:

Hippa compliant, Chat features, simple interface, all-in-one product

Nachteile:

Support is terrible. Extremely long wait times both by phone, chat and email. If deploying in multiple locations, be VERY CAUTIOUS. Sales reps are quickly to sign you up, and no single point of contact.

Love it!

Vorteile:

Loved that it was an all in 1 platform, it was great!

Nachteile:

Had some issues with forms but it got better.

Weave has decreased our telephone expense.

Kommentare: Weave has cut our phone expenses 14% since on-boarding. Weave has improved our paperwork flow within the office and has increased staff efficiency.

Vorteile:

The desktop app allows our staff to have immediate access to messages from our patients. The text feature has improved our communication with our patients. E-fax is a great time saver and has simplified the process of handling patient documents and is HIPAA compliant. Desktop app allows us to easily switch between offices.

Nachteile:

Hold times for customer service historically have been long, however we have seen a decrease in hold time over the last 4 weeks. Would love to have one master account to manage our service as opposed to one for each office. There is a problem with texting to ATT and Criket numbers.

Weave review

Kommentare: Utilizing staff more when we do not have to spend as much time contacting patients/calling. Easy of working texts between patients, etc.

Vorteile:

The ease of scheduling/reach out to patients via text is great. The automated features are ideal for us as well.

Nachteile:

It faults from time to time and kicks us out - logging in frequently is a common thing.

Leverage your staff's time and efficiency!

Kommentare: Our experience with Weave has been a constant learning experience that has resulted in so many more features and customizations than we expected. The support team, seems at times, to be really busy, but so are we and they are always pleasant, helpful and patient. We ask for a feature, and it is either already in development or it will the considered and addressed. This was great move for our business, with the VOIP service allowing extreme customization of call forwarding and voice mailbox application, while the Weave app has allowed our front office staff to offer better customer care, follow-up and recordkeeping. Weave has allowed our business to do more without hiring another customer service person while upgrading customer care. Weave's phone call recording feature has also helped us sort out contentious client misunderstandings without relying on memory and interpretation. We can also add the audio clips of calls to the client record to help us train on how to help them in upcoming calls.

Vorteile:

Weave is very customizable and the support staff will work hard and long to make Weave into what your individual practice/business needs. Weave worked to add so many features and PMS integrations in the 18 months that we have used It. I can't wait to see what is on the horizon.

Nachteile:

It takes time and patience for a system with as many moving parts and players to come fully on line and meet the individual and differing expectations of 5 veterinarians and 5 office professionals. (that's us not you though)

Weave is our right hand man

Kommentare: I have overall had an amazing experience with Weave, from the ease of installation, to the ease of use and the ever helpful updates.

Vorteile:

I could go on and on about what I love most, however, I will leave it to this; Since starting with Weave, our lives have been improved so much. It is so easy to use and contains so much information, I cannot imagine life without it at this point.

Nachteile:

My only real complaint is that I cannot update our on call doctor myself, I have to message in to support to have it updated.

Weave has daily technical issues that cost you money

Kommentare: Looking to leave them asap.

Vorteile:

Everything they sold me on. How flawlessly it would all work. Not flawless and extremely time consuming finding out all the issues they have on a daily basis.

Nachteile:

Since we onboarded with a Weave person who went on vacation during the onboarding process it has been a nightmare. The results are daily technical issues. Phones go out of service, they don't ring. Technical issues with the communication platform. So many issues that just pop up out of the blue and you are informed by a staff member and even patients. When patients are texting staff to communicate because the phones don't work during business hours it's OK with Weave. When they take weeks and in my case, months to correct an issue they are OK with that because it's not them having the issue.

Do not recommend this software unless they improve their overall service

Kommentare: Once you have realized how bad and precarious this service is trying to cancel your contract is a nightmare. They refused to give us our Account number fo several weeks until we have to get one of the owners of the company to speak with a manager. Our rep was nowhere to be found after we told him that we needed our Account number to go back to our previous provider. After that, he never answered our calls or emails. Total Fiasco this company.
Save yourself the headache and do not sign up with Weave, stay with your current provider even if its a bit pricier. I can promise you they provide a better service than Weave.

Vorteile:

Nothing. There is not a single thing that I would recommend from this company. We saw them at a Fair and their demos are great, they promise everything and say yes to all your business needs...unfortunately when its time to implement all that you were told they could do you will be very disappointed.

Nachteile:

- The software looks cool and promising at the moment of the pitch, however, the excitement only last what the demo lasts. 80% of the things promised to us were not possible because "they are still developing" they capabilities. - Customer Service does not suck, even worse, is simply Non-existent. Their website is so limited that for you to customize your phone service your business's needs you literally have to clear your schedule for a whole afternoon and stay on the phone for at least 40 min to get your call answered. Then to your disappointment when you ask for help with particular features their only answer is: we cannot do that yet but we are working on implementing that in the future. - Chat service does not work, ever !!!. Better for you to be patient and call customer service and waste a whole day trying to get in contact with them. Good luck.

Wonderful Weave

Vorteile:

Intergration and setup was easy. We love the ability to customize forms, text patients, and set in-office reminders. We have also been able to limit the number of vendors communicating with our patients through various Weave services. Customer service is stellar! I have always been able to speak with someone in a very timely manner to resolve issues. I've also had suggestions for improvement acknowledged and implemented.

Nachteile:

rearranging/editing the order of information on forms. More optometry friendly templates, ability to organize the order of listed forms, option to duplicate forms/templates, a printer friendly form option for our non-tech savvy patients and the capability of sending forms to new patients who are not yet setup in our EHR/to any phone number would all be very helpful. Recently, we've experienced issues with being able to hear the caller when listening to the recordings. The volume has to be on the max setting, which makes our end very loud, to barely be able to hear the patient.

Dental Office Weave Use

Kommentare: I really like the product. I feel like it could use some work on how it functions on different devices. Ex: the pop up on desk top. Schedule on app/ phone.

Vorteile:

Access from my phone with App. The easy use with the phone app.

Nachteile:

Their seems to be a glitch in the pop up on my desk top. There also seems to be no ability on my phone to sort call or messages without completely scrolling through all of them. This is very time consuming and not efficient.

Simple, Elegant, Exceptional

Kommentare: Weave has streamlined our customer communications and optimized our business efficiency.

Vorteile:

Weave gets the most out of our previously antiquated phone system. Their features, support and software make running our business more efficient and profitable.

Nachteile:

Nothing. Very easy to use and excellent all around.

Buyer Beware!

Kommentare: I am happy that I switched services, Ooma has offered much better and reliable service, customer service is easy to reach and always have answers to help me. I honestly would never use Weave again.

Vorteile:

I liked the text logs where it kept the text history under each contact.

Nachteile:

The UNRELIABLE service, the fact that my texting capability got hacked and then Weave had ME resolve it with filling out forms and couldn't guarantee it wouldn't happen again, and the POOR customer service (had to wait a LONG time to even get anyone on the phone, then was often told "oh, that's not my department" and then I would get a help article emailed to me (which is the same help article I had access to with a quick search before I reached out to support). It's a TERRIBLE service and I'm glad I switched to Ooma 7 months after signing up for Weave. I would definitely not recommend this service to any small business.

WORST COMPANY MODEL IN HISTORY

Kommentare: Here is where Weave loses you, The only department that answers your call is sales and they can only sell Weave to you. They told us in Jan they would set us up, they charged us...but no set up, no phones, no service, and wait for it NO ONE REPLYING TO EMAILS OR VOICEMAILS!!!! Finally we go through sales and get a person who "apologizes" "alerts you they are aware the lack of staffing in customer service etc etc ...They said we will credit your account for January, get you your phones etc ..ok. I am nothing if not patient. Feb comes we are ...wait for it billed again and the phones install mid Feb. , wait what I paid for two months now ...NO ONE REPLIES TO OUR TRAINING REQUESTS... We watch the few videos provided online to get the basics... but nothing on setting up our account proper to fully use the Weave. Stressful! I call again I am requesting 2 phones and no more auto bill ... I want my two months charges back because its FEB 27 and we aren't running the program yet!!! NO ONE REPLIES...Call Sales again all lovely frustrated people. Mucho apologies and I'm ready to just quit the whole program which might be good if we knew how to use it??? Have you ever had software implemented by you, no support, no training ... well that is the business model, and they just keep auto billing you and ignoring you., Im calling my friends at Polycom today to discuss this joint venture decision because its a poor one. Still waiting for my call back for my "escalation" ticket !

Vorteile:

The sales pitch which does not equate to the product. The only feature that consistently works well is confirming appointments in the patient pop up display.

Nachteile:

-Balances are not Patient Only so the balance info does not preclude you from needing to still check the Dentrix ledger. -The Online version has only one calendar display option "list" so you do not know the provider for each appointment not helpful when trying to reschedule etc. -The app does not answer calls properly -The app has no online training.

Great features, but MANY bugs/issues

Vorteile:

The program features are great in integrating phone function with text messaging, and seeing schedules when away from office using the phone app.

Nachteile:

There constantly seems to be issues with something that just pops up randomly. For example, phones can be able to ring when called in the morning, then after lunch the phones go straight to voicemail. Issues are not solved in a timely manner; often on hold for long periods of time and then the technician also takes more time to solve the issue. Other times, the voicemail changes where the message will loop and not give anyone an opportunity to leave a voicemail. Why this happens spontaneously, no clue. Sadly, these fixed issues are seemingly only temporary, as some problem occurs at a random time in the future, despite not changing ANYTHING in settings or calling customer support. It is a real headache dealing with whatever problem comes up, and having a 50-50 chance of getting it fixed during the first call with tech support.

We love WEAVE

Kommentare: Efficiency, customer service experience vastly improved with WEAVE. Accessibility to patient information. Quick fill for Recare and text to pay nice features.

Vorteile:

Love having appointment schedule on our phones and ability to text patients from anywhere - anytime. Love the connectivity factor. Also appreciate text to pay when it's necessary to collect after the patient's appointment. I also like that we can record patients' phone calls and refer back to them if necessary and the reporting of missed calls is very helpful when we are reviewing phone coverage.

Nachteile:

Sometimes when you are texting a patient and a call comes in - it defaults to the caller. You have to be sure and confirm to whom the text is being sent.

Small Office Big Benefits

Kommentare: As stated before, the texting and communications aspect of Weave is awesome. I wish we were able to use the scheduling and integration components but our software is archaic and that won't change.

Vorteile:

We don't use all of the options that Weave offers but the text messaging and review management alone is worth the money. We constantly get compliments from our patients on the texting ability. It is easy for us and makes us look like rock stars to our patients who can literally reach us about any time.

Nachteile:

There are some very practical suggestions we have made in regards to texting capabilities (like notification sounds) that would be helpful but nothing has changed since we first got it. The VOIP phones have a lag that makes it frustrating.

Ease of use is our favorite part

Vorteile:

integration texting messaging within office ease of phones to use

Nachteile:

Phones sometimes powercycle on their own. I wished it was a little more flexible so I could change who gets what calls depending on day of the week.