In today’s fast-paced, on-demand world, two-way texting has evolved from a nice-to-have feature into a non-negotiable standard for aesthetic practices. Patients no longer want to wait on hold, leave voicemails, or send emails that go unanswered for hours (or worse, days). They expect instant, convenient communication—and they expect it on their terms.
Real-time texting meets patients where they are—on their phones, in the middle of their busy day, without requiring them to stop and make a call. Whether they’re confirming an appointment, asking about recovery downtime, or checking in after a procedure, patients want to feel heard quickly and easily. If your practice doesn’t offer that kind of access, they may start looking elsewhere for one that does.
In this blog, we’ll explore why two-way texting is no longer optional, how it impacts your patient satisfaction and retention, and what steps your practice can take to integrate it effectively.
Did you know that the average adult spends about 23 hours a week texting?! And the open rate is over 95%!
It is essential in today’s day and age to be efficient about how you communicate with your patients. Providing accurate and timely communication is key to building a strong client relationship. Consumers are increasingly expecting the ability to connect with your business through a variety of different options, including online scheduling and text communications. Regardless of the pandemic, there is a fundamental shift in online and digital activities that has only been accelerated. There are a variety of great options available and as a small business, you need to make sure that every interaction you have helps build a better and more connected patient relationship.
Here are just some of the benefits of adding text messaging to your practice’s patient outreach:
-Quick & Effective Communication
We are seeing a dramatic increase in staff efficiencies with text messaging as it can be used for both new leads and post-op care. Your potential and current patients can easily reach out with their questions and your staff can follow up with them immediately, without having to wait for a phone call or for the patient to check their email.
One of the most effective ways to use texting is on your website. With SMS messaging clients can interact with a live agent who can help transition the web visitor into a lead, complete with a phone number, email, interested procedure, and more. After a client has already interacted with your practice, texting can also be used to guide potential patients further down the customer journey. Clients can be followed up with post treatment, sent special offers, as well as reminders for their appointments.
– Get a Positive Brand Perception
64% of consumers view companies more positively when they offer texting services. That’s not just a statistic—it’s a clear indicator of what today’s patients expect when interacting with a modern aesthetic practice. Offering convenient communication tools like two-way texting shows that you’re not just keeping up with digital trends, but that you’re committed to providing a smoother, more responsive experience for your patients.
When your practice embraces texting as part of your communication strategy, it sends a strong message: you’re accessible, modern, and focused on making life easier for your patients. Whether it’s confirming appointments, answering pre-treatment questions, or sending follow-up reminders, texting creates a seamless connection that patients appreciate—and increasingly expect.
In a world where nearly everything is available at the tap of a screen, patients value multiple channels of engagement. Giving them the flexibility to communicate in the way that works best for them—phone, email, or text—can set your practice apart from competitors who still rely solely on outdated methods. Texting isn’t just convenient—it’s a strategic tool that enhances trust, improves satisfaction, and ultimately helps build long-term patient relationships.
– Several Popular Platforms Have Text Messaging Features
CRM programs like Go High Level, and social media platforms like Facebook, Yelp, TikTok and Instagram all have messaging features that are convenient for your patient. Some of these platforms allow for integration with a managed Live Chat product, while others must be managed and maintained individually. Your practice should be using these tools every day to help maintain your online brand and send positive signals to the algorithms. Most of these platforms keep track of the amount of time it takes a practice or small business to reply to a message and we would be willing to bet that taking a long time to reply will negatively impact your ranking. Consumers never like to be put on hold or wait around for a reply and really like options for communication that fit their lifestyle.
– Save Time With Text Message Templates
Creating templated responses to help answer frequently asked questions will help your team so they will not have to waste time with repetitive information. This option not only saves time, but more importantly decreases the possibility of errors. Whether it was a simple typo or incorrect information, these mistakes usually end in the same result – a perplexed and aggravated patient. With a templated text message, there is no need to worry about these mistakes.
Texting is not a trend that will disappear! Especially in these uncertain times, the ability to text will help build stronger connections with your patients. With HIPAA compliant texting services, you will be able to always connect with patients in the channel they prefer and will never miss out on an interaction. Whether or not you are thinking about using text messages or Live Chat to improve your patient communications and marketing objectives, we know your competitors and Fortune 500 companies are implementing these features across their client journeys. By adding text messages or Live Chat your practice and your team members, will be able to improve patient satisfaction and efficiencies, which should improve your overall performance metrics.
If your practice isn’t currently using text messaging or a Live Chat feature, now is the perfect time to level up your customer interactions and start meeting patients where they are—on their phones and devices. Today’s aesthetic patient expects convenience, quick responses, and seamless digital communication. Whether they’re browsing your site after hours or looking for appointment details on the go, offering these tools can dramatically improve their overall experience.
At MD Internet Marketing, we understand that every practice is unique. That’s why we offer a variety of Live Chat solutions tailored to fit your workflow and patient needs. We also integrate with leading third-party platforms like Klara, Podium, and others—making it easy for your team to streamline communications, reduce phone tag, and stay connected with patients throughout every step of their journey.
Adding these tools isn’t just about technology—it’s about building trust, improving satisfaction, and increasing conversion rates by providing instant support and engagement. If you’re ready to modernize your communication strategy and stand out in a competitive market, give us a call at (954) 993-5154. We’ll help you implement the right solutions to make sure your patients feel heard, supported, and cared for—anytime, anywhere.