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VETERINARY MARKETING BENCHMARK REPORT

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Facebook Messenger

Wave

2020

Veterinary Marketing
Benchmark Report

Facebook Messenger

The industry saw an over 27% increase in the number of hospitals using the appointment link, which is a must-have feature in a world dominated by cell phones. 100% of iVET360 clients use this free tool.

83.3%

OF HOSPITALS ARE USING FACEBOOK MESSENGER

86.1%

2019

87.6%

2018

89.6%

2017

The What

Having a platform where clients can easily reach you without having to speak—whether face-to- face or over the phone—is ideal. Facebook Messenger (or just simply “Messenger”) is set up to host group chats, share posts, and is also perfect for individual messages and quick conversations.

You can turn this feature off if you like, but doing so limits your lines of communication to your clients. Some practices want to do that, as having so many platforms to answer can be demanding on your reception staff. But Messenger remains an extremely popular way to communicate, and having it turned on doesn’t necessarily mean you must answer involved medical questions or respond to every single message. Instead, consider setting up an auto response with your phone number or link to your website to make an appointment.

The Why

Hospitals that utilized Facebook Messenger also saw a 2.5% increase in number of reviews/ recommendations over those that did not.

It’s likely that the mixed bag and added hassle of Facebook Messaging have played a large part in the past four years of declining industry usage. The fact remains, however, that by making your hospital available on Messenger—even via auto-message—you open your practice to more conversations, which leads to more appointments.

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The How

To set up or dismantle Messenger, you must be an admin of your hospital’s Facebook page. First, look at the top of the page for the “Settings” button. From “General,” click on “Messages.” Here, you should see the statement, “Allow people to contact my page privately by showing the message button,” beside which is a box you can check or uncheck depending on your preference. Then, click to save changes.

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