Как создать автоматическую систему сбора отзывов?

Анна Берлова, CEO Агентства «Медицинский маркетинг APIS», 10 лет занимается маркетингом, 5 из них — продвижением клиник и врачей, реализовала более 50 проектов и стала экспертом «Сурового питерского SMM», закрытого клуба маркетологов Convert Monster и Конгресса AEC-2021. В нашем интервью Анна поделилась гениальной находкой. Команда APIS выстроила автоматическую систему сбора отзывов, в которой пациенты сами записывают и присылают видео, а клиника использует их в рекламе.

Зачем нужны результаты работы?

Клиникам надо учиться привлекать отзывы и демонстрировать результаты работы. Грамотная презентация результатов дает многое: увеличивает продажи, укрепляет экспертность, снижает расходы на рекламу.

Формат «до/после» — лучший инструмент продаж, который работает во всех медицинских направлениях и на всех пациентов: и новых, и лояльных. Если на одну и ту же процедуру запустить стандартную рекламу и в формате истории с результатами лечения, «до/после» или видеоотзыва — стоимость обращения будет отличаться как минимум в 3 раза. За те же деньги вы получите в 3 раза больше заявок и выручки.

Какой должна быть презентация результатов?

Пациентам нравятся:

  • человечность,
  • реалистичность,
  • искренность и отсутствие наигранности,
  • минимум брендированности,
  • краткость (инфопоток огромный, люди не готовы тратить время),
  • титры (многие смотрят видео в интернете без звука).

Нужно кратко и по сути рассказать, с какой проблемой пациент пришел, какой результат получил и что ему понравилось. Результаты работы (видео или фото) надо дополнить текстом и дать ссылку на целевое действие: заполнить анкету, рассчитать стоимость лечения, задать вопрос доктору или подписаться на автоворонку.

Результаты вашей работы публикуйте везде: на сайте, в Youtube, VK, добавьте их в Instagram в «Актуальное», а в мессенджерах настройте автоворонку.

Но помните об ограничениях: в Youtube нельзя упоминать медицинские термины, иначе модерация не пропустит рекламу. Для стоматологии запрещены ужасающие фото зубов, а для пластической хирургии — нагота.

Как уговорить пациента записать видеоотзыв?

Напомните пациентам о гуманистической миссии отзыва — помочь другим людям обратиться в хорошую клинику, где действительно помогут. Короткий ролик убережет сотни людей от рисков, тяжелых последствий и лишних трат.

Отличный вариант — дарить подарки и скидки за отзывы. Если пациенты все равно не соглашаются — внимательно слушайте возражения и старайтесь их снять.

Если пациент согласился, подпишите с ним договор-оферту на отчуждение исключительного права на видеоотзывы. Его должен составить юрист клиники или сторонний юрист-консультант. Договор можно подписывать на ресепшен, а также можно оформить в виде оферты, добавить в автоворонку и «подписывать» онлайн.


Как мы научились собирать видеоотзывы на полу-автомате?

Как обычно — ночью и во сне — я придумала гениальную идею автоматизировать сбор видеоотзывов. Мы сделали это через Salebot, который связали с рекламой в соцсетях. Получилось прекрасно.

Мы показываем рекламу базе пациентов, которые уже прошли лечение, и обещаем подарок за видеоотзыв. Пациенты подписываются на бота, в нем соглашаются с офертой, записывают ролик дома на камеру смартфона и отправляют в чат, привязанный к боту. Все это настраивается один раз и работает автоматически. Нам остается только фиксировать, кому надо вручить подарок, выбирать самые удачные ролики и добавлять их в рекламу на свежую аудиторию.

Стоимость всего проекта — приблизительно 15 тысяч рублей в месяц, а эффект невероятный. Если средний чек на операцию — это 50 тысяч рублей, то вместо привычного оборота в 8 миллионов рублей в месяц клиника может получить в 3 раза больше — 24 миллиона.

Мы сейчас обкатываем систему, подключаем ее всем новым клиентам и увеличиваем конверсию. Дорабатываем бота, добавляем анкетирование, усиливаем посыл. Хочется, чтобы отзыв оставлял каждый второй пациент, но пока некоторые стесняются или забывают.


Кстати, предыдущее интервью Анны Берловой об успешном SMM вы можете прочитать здесь.


Как любой клинике улучшить презентацию результатов?

Вот список базовых рекомендаций:

  • Для вдохновения посмотрите, как другие клиники презентуют свои результата, например, Стоматология ROOTT.
  • Добавьте в список обязанностей администратора съемку видеоотзывов.
  • Обратите внимание на качество звука и картинки. Если низкое — найдите новое оборудование.
  • На изображение в течение всего ролика накладывайте лотопип, телефон и адрес клиники.
  • Добавляйте титры, чтобы не нужно было включать звук.
  • Обязательно выкладывайте ролики в соцсети, Youtube, Instagram, Яндекс.Эфир и пр.
  • Создайте хэштег #названиеклиники_отзывы и потом потенциальным клиентам предлагайте посмотреть отзывы по этому хэштегу.
  • В название ролика выносите цепляющие выдержки из отзыва.
  • Запустите бота с автоматическим сбором видеоотзывов.

Кстати, эти рекомендации работают для всех направлений медицины.

Бесплатно скачивайте наши книги:

Приветствую! Опубликуйте материал о своём опыте в медицинском маркетинге в нашем Блоге. Для этого напишите мне на k.magomedshafieva@napopravku.ru

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