Weave Reviews

Essential for business

Pros:

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.

Cons:

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.

Love the Weave Software

Comments: 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

Pros:

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.

Cons:

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

Improve patient access anytime they want it.

Comments: Love the way it should work.

Pros:

My patient can communicate with our offices when it’s convenient for them. It allows access even if they cannot hear or understand on a phone. Texting or emailing them is best venue for communications with them.

Cons:

Customer service is very lacking in professionalism, inability to bypass technology deficits customer may have, seem very distant with no empathy and a non caring attitude like a robot. Not very pleasant at all when you are the paying customer.

Weave

Comments: 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.

Pros:

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.

Cons:

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.

Henritze Dental

Comments: We love Weave. It works well in all our offices. Installing has been made pretty easy [sensitive content hidden] has always been a huge help over the past year or so working with me to integrate and install at offices. Customer service is usually on point, the chat feature is super nice. Account manager [sensitive content hidden] has been very helpful as well, [sensitive content hidden] did an awesome job before her.

Pros:

The best feature of this product is being able to multi task and take care of multiple patients at one time. We really appreciate being able to be on the phone with a patient and responding to another patient by text to keep the scheduling flowing.

Cons:

Integration to communicate to multiple offices when we have such a large group. Some of our offices do different things it would be nice to message another office to set up an appointment for the patient we were referring without having the patient call or us having to call the office to reach someone. Save the Date Reminders are a big issue that hasn't been able to be resolved since our time change on the East Coast back in November all our Save the Dates go out 6:50am when offices don't send out messages before 7am or 7:30am. Multiple reminders are great, it would be beneficial if we could select what our patients would like instead of it being the same across the board. We get messages constantly about the patient had already confirmed their appointment a week ago now its 3 days before they are asking to confirm again. We have it set up like this and want it that way but if a patient doesn't like it they just opt out of text then they get nothing instead it would be nice to select certain reminders per the patients preference.

Using Weave for Dental Practice

Comments: 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.

Pros:

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.

Cons:

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.

User friendly

Comments: I have been very happy with weave. Have found a few employees of weave that have been VERY helpful

Pros:

Team communication is essential to our practice. Being able to chat throughout the office is critical for communciation.

Cons:

When there are glitches in the system and they send text messages to closed accounts.

Weave Review

Comments: They kept telling us that they would develop new changes and never did

Pros:

We like what was sold us, google reviews, text to pay, call recording, reports

Cons:

Google reviews, call recordings, faxing was horrible

Ultimate Communication Tool

Comments: Our overall experience with Weave is very possible. It's not "solving a problem" as much as it is providing an absolute necessity.

Pros:

We love that we are able to communicate with our patients quickly and effectively as it relates to their appointments. It has been really helpful when we are not in the office or in the event of emergency. It also allows the doctors to look at the schedule in advance.

Cons:

We are currently having some issues with call quality. There are delays, and patients have complained about us cutting out. We can hear these quality issues in some of the recorded calls. In terms of scheduling, we love that we can see the schedule at a glance, but it's very bare bones. It would be awesome if we could see appointment notes in the scheduling feature, because when doctors review their sched off site, they're not always sure why the patient is coming in or why they were scheduled the way that they are.

Doesn't work with topsOrtho

Comments: Acceptable phone service. I would tell a friend to consider it if it integrates with his PMS.

Pros:

The concept of what Weave does is amazing! We never really got the computer screen popups to work because it doesn't work with tops, but the phones worked well.

Cons:

It does not integrate with topsOrtho and likely will not in the near future. As I have been told this is because of lack of cooperation from the topsOrtho company. Regardless, it kills the idea of being able to use it if you have Tops as your PMS.

We LOVE our WEAVE!!

Pros:

We are so busy with our dental practice and its nice that our patients can reach out to us with a text instead of a call. We can respond in between face to face patients or phone calls. We are able to provide patients with reminders of their existing appts and past due appts also. You can do everything seamlessly! We already receive over 150+ calls per day along with 150+ text msgs too! We have been with Weave approx 4-5 years- when they were the new kids on the block! They keep improving and impressing us all the time! We LOVE our WEAVE!!

Cons:

some of the new features need a little tweaking - But I have no doubt they will be incredible once they get going!

Great product, support is lacking

Comments: Good, we love the features and functionality. We use it everyday and our practice has greatly benefited from it.

Pros:

We love the mobile app, two-way texting, call recording and automated review system. Overall, we are very happy with Weave.

Cons:

The support is seriously lacking. I've had multiple minor issues that Weave support has failed to address or fix. For example, we have had problems with patient photos being taken out of our practice management software by Weave. No one at Weave's support was able to help with this problem and they eventually gave up. Some add-on features are too expensive. Fax should be available for much less than $50 per month. The dashboard metrics add-on would be great but it's overpriced.

Good software, poor support and customer service!

Comments: Overall we like weave software. It has helped symplied a lot of our tasks.
The installation team was incompetent. It set for a bad start. The person at onboarding team did was she could to help. Lack of follow up and customer service after she left.

Pros:

The ability to enter patient information to call and text them without digging into the EMR. Calling directly from the weave software without the need to dial the number. Love the text to pay link, the call recording, the patient history. Overall easy friendly software.

Cons:

Integration with our EMR to avoid duplicate work. The system bugs a lot and thr lack of customer service. The limited option and basic platform to email marketing to our patient.

new Weave user

Comments: We had several issues when initializing the phone system. I wouldn't mention this if the issues had been addressed in a timely manner but it has taken almost a month to get everything set up properly. Also the response time in answering questions and fixing issues that may have potentially lost us some business were not taken care of in a timely manner.

Pros:

We like how it incorporates all communications into one platform that ties into our software system.

Cons:

It does not provide a newsletter/email blasting platform. We use that a lot when we are having specials, discounts, events, and keeping our patients current as to what is going on. Also it has no way for patients to check in and have forms to sign that would incorporate into our EHR system. 2 downfalls that your competitors offer

Weave

Comments: Weave really takes a lot of work off the front desk personnel. Give them more time to do other things.

Pros:

Love the texting and accepting photos in the office. Easy to use app. Easy to install and get set up. Takes a load of work off the Front Desk personnel.

Cons:

The only thing I don't like is the new update: when you go to messages you don't see a name, you see phone #s. I have sent the wrong message to a couple of people because I think I'm in a certain person's account.

Great value for the money!

Comments: Our overall benefit is that Weave communicates so nicely with Dentrix, helping increase productivity for our Practice Manager, who does everything for our office already and is always working overtime. I understand the review and marketing aspects of Weave are an addition and a nice to have, since it is not designed as a review management software. I am happy with how helpful Weave has been for our front office that I do not mind gathering the other information that I need for marketing manually.

Pros:

Makes it easy to ask a patient for a review, allowing them to choose between Google and Facebook.

Cons:

It would be nice if the software had the ability to connect to Healthgrades or even Yelp, or perhaps even communicate back to us when a review is left for the practice on the lesser common review platforms, like BirdEye did.

It's great, until it's not.

Pros:

The software is good for communicating with patients.

Cons:

Customer support is severely lacking. And although call times are improving, I usually have to call more than once to get things done. I have been working to port fax numbers for over six months and still have two that have not ported at all, and one that says it's ported but only gets junk faxes. The real faxes are still going to efax. So it seems that it hasn't really ported. We called last fall to get a problem with the phones fixed and they created another problem in trying to fix it. One of the biggest dreads of my day is when someone says, "I need you to call Weave."

Mixed opinions

Comments: It is making a lot of patient communication taxes a lot easier however we are experiencing more and more problems as they keep rolling out more updates

Pros:

I do like that this has a mobile app feature that connects directly to the dentrix software for patient information and viewing the schedule. I do also like that that I can utilize the call forwarding to go to my cell phone after hours for emergency calls without releasing my cell phone number.. We also like that there is an inter office communication feature with team chat. We also love that automated messages can be sent out in English or Spanish .

Cons:

I don't like how when we 1st installed it things went very smoothly it did what it was supposed to do however as time has gone on there have been more updates With significantly more issues and glitches. Especially with regards to patients confirming their appointments. When patients type certain messages to confirm an appt, the software is doing 1.of 3 things: changing the appt length, changing the appt day/time, or removing it from our schedule all together. Another issue is calling patients from the mobile app (which is another key feature I wanted to work well). When I try to place a call the app crashes. When a patient calls me, they have trouble hearing me no matter where I am it will cut in and out. With text messaging we have noticed patient names getting switched, messages getting lost or out of order.

Weave is awesome!

Pros:

They are always looking for ways to improve services. Customer service is always very friendly and quick to help with any issues that we have.

Cons:

Our Office still cannot see the patient balance on account when we pull them up in Weave

Overall happy with Weave

Comments: Weave runs our entire phone system, texting ability, faxes, review requests, etc. We really enjoy using this system!

Pros:

Generally easy to integrate. Overall user friendly. It's nice to have access to the schedule on your cell phone. Most patients like the texting feature - and it comes through as our office phone number which is KEY so that they don't think they're getting spammed. The staff messaging feature is also nice. Being able to change and update office hours so that the correct voicemail plays is also very nice. It integrates nicely with our electronic health record system. No excessive paper waste w/printed faxes - they can be downloaded and then uploaded to the proper spot.

Cons:

Automatic Review request text messages go out to even patient who don't show up for their appointment - so they really need to be manually done until someone at Weave can fix this. We also often go through periods of time where our faxes don't send through which becomes frustrating. Customer service is typically available to help. No mass Email option for promotions, etc.

Dental Office Weave Use

Comments: 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.

Pros:

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

Cons:

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.

Good bang for the buck

Comments: I think without a significantly larger investment Weave was a good value for the money. A lot of their "added features" like scheduling and reminders we don't , most medical offices already have 2 or 3 other systems that do that. The problem is, Weave will not play nice with sharing your number, so once you activate Texting with Weave, you can never use it with one of your other systems on the same number unless you cancel weave or port that number outside of weave.

Pros:

Decent complex system for good value, although there are some limits on what you can expect - especially when having to rely on support to set up some features, sometimes the hardest part is explaining to support how a PBX should function

Cons:

Too much reliance on customer support. Any support agent that you can actually talk to is basically reading from the same "how to" guide on their website, so if you are a computer idiot they are very helpful. However if you've ever worked with a PBX or IP system before, you will know more than they do, and it is very frustrating to go through them to activate and change certain features - especially when they break something while trying to fix something else.

WORST COMPANY MODEL IN HISTORY

Comments: 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 !

Pros:

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.

Cons:

-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.

Promising but expensive and they fail to follow through

Comments: Overall our communication has improved with clients because we are able to text them but it seems like every week we have some sort of reliability issue with using Weave. Customer service has been completely unresponsive multiple times for our issues.

Pros:

Overall the features and product are promising and useful for client communication. It's extremely helpful to have a text messaging and phone system for client management.

Cons:

The price is extremely high and much higher than their competitors. If the product was reliable and customer support was better it would still be high but when the product is unreliable and customer service is completely unresponsive the cost is prohibitive.

Software that anyone can use, and should be used by everyone!!:)

Comments: We have been extremely satisfied with our overall experience with weave.

Pros:

We love the fact that we are always able to address every call that comes into our office day or night. Because we are able to download this software to our cell phones, we can even answer calls or texts from home if need be. The software is user friendly and allows us the opportunity to update information in a moment without having to consult a user manual or tech support. Overall we are very happy with this software.

Cons:

Our biggest complaint and perhaps only complaint about this software is that it doesn't integrate with our dental software and we have to manually upload all our patient information into the software. We were aware of this when we purchased the software however, so this wasn't like a "surprise". We are hoping that there will be an integration in the future though.:)