Weave

Pros

Lots of tools built in. Reminders, reviews, payments, texting, and phones.

Cons

Analytics is not available for Eaglesoft yet. It'd be nice to have an even more all in one solution.

Pros

Weave is user friendly, can be used on desktop and mobile devices, and offers several products in one place. It takes a few minutes to train a new employee on the Weave system and they can start using it right away.

Cons

The insurance verification needs to be improved. I opted out of the product because it didn't offer what I needed.

Alternatives Considered

Reasons for Choosing Weave

Switched From

Reasons for Switching to Weave

Pros

As far as the actual software goes, the only thing I liked was what was shown and promised to us during our demo before purchasing the product, which was not at all what the product or support actually delivered. The cost is much lower than competitors, which initially seemed like a great deal, but now it's clear that you get what you pay for.

Cons

Everything, but especially the support. Our entire experience porting over from our previous software (Podium) was a nightmare, and our "dedicated team" was unavailable during the process. We told them we were only able port our phone number over on a Monday, as it's the only weekday we're closed. They decided to initiate the port on a Tuesday during business hours, without asking us first, leaving us with no phone lines for hours and no way for our patients to reach us. When we attempted to contact them to find out what was going on (because we didn't know they were porting our number that day), we were told no port was happening, only to be contacted hours later after the port was completed by the very person we'd been trying to get ahold of all day, stating that the port was complete. The product functionality is also terrible. "Features" that are half built and not meant to be used yet, despite them being launched in the software. Many functionalities that are promised are actually not available at all. Oh but don't worry, everything you need is "on the road map to be implemented next year".

Pros

As Weave has progressed by adding more tools and improvements it has made the program more user friendly. I especially like that fact we can send in our opinions and recommendations, they have made those modifications and changes.

Cons

When we first started with Weave it was new to everyone and I believe Weave was still working out the kinks with reports, how application looked, and intigraton. It has been frustrating at times. It takes a long time to be heard about changes that need to be made in their program.

Pros

They are constantly and consistently coming up with updates and improvements to the program.

Cons

I wish it integrated with our Dolphin software.

Alternatives Considered

Reasons for Choosing Weave

Switched From

Reasons for Switching to Weave

Pros

Very easy to use and alot of things I can get done with just one application.

Cons

It freezes up multiple times a day and closes itself out. Sometimes has difficulty connecting to our credit card machine.

Pros

Easy to use/user friendly. I love the app, with the phones it pops right up in a small window with the patient info it's great!

Cons

integration with eaglesoft is wonky. The payments post weird and under anyone's employee number, it's random. I shut it down immediately :(

Pros

We love how quick and efficient weave has been for our office!

Cons

We did not not like that you can't combine consent forms unless you have already combined them in your weave portal.

Pros

The thing i like most about weave it's in t effectiveness and its efficiency.

Cons

the customer service response regarding critical issues and its time zone

Pros

Phone system and texting capability is great

Cons

The new updated format is taking time to learn

Pros

I LOVE LOVE the ability to text and communicate with a patient so easily throughout the busy work day. The caller ID feature that pops up on our computer screen when a patient calls is so useful!!

Cons

I honestly haven't found a feature that we don't absolutely LOVE! The staff comments often on how did we ever live without Weave!!

Pros

Ease of implementation, the system is robust, and it can put up with me and our patients pounding away at it relentlessly all day.

Cons

So far, I am not completely sold on the New Weave Experience. There are critical things that I can do in the Legacy App that I am unable to do in the New Experience.

Pros

The ability to communicate with patients quickly, efficiently, and professionally in multiple platforms has raised our customer service!

Cons

Weave is not integrated with our software as of date and appointment reminders were one of the main reasons I signed up with weave.

Pros

how easy it is to load on the new computers or phone for the mobile use

Cons

when using the mobile app when a call comes in the caller ID doesn't work and its just phone numbers so I really don't know when the call comes from work

Pros

The text message service is awesome. This service has saved our office a lot of time. I also love the app on my phone. I can check the messages and schedule away from the office.

Cons

No spell check when texting. I type to fast and misspell words.

Alternatives Considered

Reasons for Choosing Weave

Switched From

Reasons for Switching to Weave

Pros

The ease of use. The instant communication with my patients.

Cons

Frequent service interruption. Change/elimination of features that we have grown accustom to using.

Pros

This is the best patient communication tool out there. Tried different companies and Weave is the BEST!!

Cons

I really don't have any complaints about Weave

Pros

The automatic messages are so helpful for our patient appointments!

Cons

That it can't push notifications to my phone if I don't have the app open.

Pros

Our office has appreciated the ease of use of both the desktop and mobile applications on our phones. We can quickly communicate with our customers and with one another through private team chats.

Cons

Weave is a VOIP system, and have experienced issues with internet connections. We have occasionally struggled with static feedback with calls, both received and those called out. We have sent reports to the company and hope they continue to improve these problems.

Pros

Fabulous internet based phone system, with caller ID and integration into our software. Weave gives us info on the patient calling through an app on the screen, that includes important info like next appointments, balances due, etc.

Cons

Sometimes in the app you have to do a lot of back clicking to get to the home screen, which can be a little annoying.

Pros

I love weave! So many amazing things I can use through them and always provide the best support!

Cons

sometimes it says someone is typing to the same patient as me when they aren't

Pros

Weave is easy to use, makes communication between staff and patients a breeze.

Cons

We have used weave for years for features such as 2 way texting, faxing, appointment reminders/confirmation and payments. About 6 months ago we felt that we may be interested in adding the online scheduling and online forms feature to our account. We opted for a month long free trial for each feature which, unfortunately did not start at the same time as the onboarding person we worked with was unaware that we were doing both and also didn't really seem to know what she was doing anyways. We got a brief explanation of how to use these features and had maybe 1 of 5 questions answered then and there. No worries, it was pretty self explanatory. Unfortunately these features did not mesh well with our EHR system (even though we were convinced that they would) and when we reached out to customer service about the issues we ran into we were put on hold for LITERALLY 4 HOURS?! After that hideous hold experience we decided to go the email route. There was no follow up to resolve the issues and by the end of the month free trial we hadn't been able to successfully use either of the features. So naturally we decided to stick with what we had already and opt out of the new features. It was at this point that we called at the end of the month to ensure that we would not be charged for these new features to be added to our account. After a half hour long call of being told "you don't have to call, at the end of the month the free trial will automatically end and you WILL NOT BE CHARGED" I was confident we could check this off of our list of things to do. Well get this, WE STILL GOT CHARGED. This then spiraled into us having to call weave not once, not twice, not even three times but FOUR TIMES to try and get this billing issue fixed. I kid you not, every single call ended in someone promising us that the issue had been resolved when it in fact had not. This lasted over 5 months of us getting notifications that our account was past due and emails from weave stating that we had an unpaid invoice and blah blah blah. Again, within one of those 5 calls in total I spoke with them again about this issue when I was again told it was taken care of and then BOOM! WE'RE LOCKED OUT OF OUR ACCOUNT AND OUR PHONES ARE NOT WORKING. WOW AWESOME. I had to call YET AGAIN, this time I'm told there is an invoicing issue but that they will unlock out account so that we can continue to use it. Now we are in again and using it still but we are still getting a constant pop up stating that our account is past due and you know we have the slightest feeling that the problem is still not resolved.

Pros

I like the appointment reminders and text features the most with weave.

Cons

The only complaint I have is that Weave payments is not integrated with Eaglesoft yet. I hope you all are working on that!

Pros

It is user friendly, has an app feel so it's easy to maneuver, can reply to clients in text conversation. Easy to check voicemails too.

Cons

Maybe a way to update the hold music and a way to update the way we set up phone tree.

Pros

Automatic appointment reminders and the ability to create templates.

Cons

I have had issues with sending PDFs to patients.

Pros

What I like most about Weave is how it seamlessly integrates communication and patient management into one platform. The ability to text and call patients directly from the software has greatly improved our efficiency and responsiveness. Weave’s automated reminders and two-way texting keep our patients informed and engaged, which helps reduce no-shows and keeps our schedule running smoothly. Plus, the payment processing feature makes it easy for patients to settle their bills, enhancing their overall experience with our practice. It's a game-changer for streamlining operations and enhancing patient satisfaction!"

Cons

I’d love to see more customization options for the automated messages, so we can tailor them even more to our specific practice needs.

Pros

Ease of communication and efficiency improvement across the office.

Cons

The glitches that happen every so often. Still, updates that could be done to better it.

Pros

I like that that Weave saves me time in the office by easily being able to communicate with patients through a quick text and also being able to communicate with my office team quick and efficiently from anywhere. I also like that I can use Weave on my phone to check for patient emergencies over the weekends when our office is closed.

Cons

It can be confusing for staff members if a patients text was handled by someone else already if it is read and waiting in the inbox. It would be nice if there was a way to label messages as "completed" or "needs attention still" etc.

Pros

Very functional and easy to use. Our patients love it!

Cons

The initial set up with the phones was difficult and we had to get some replaced.

Alternatives Considered

Reasons for Choosing Weave

Switched From

Reasons for Switching to Weave

Pros

Helps our patient's that are hearing impaired and depend on text messages through their mobile devices.

Cons

We deal with elderly patients, Weave gets very confusing to them when it's sends them a message that for an appointment that we rescheduled. It is also very important because we have patient's that are hearing impaired and depend on text messages.

Pros

It is so easy to use, seamlessly integrates with our practice management software. I love that I can check my schedule, voicemail, and office texts from anywhere using the Weave app. The automatic invites to fill out a review for our office have been incredible. As a cold start, this has done so much to help build our business presence online. We have over 50 Google 5-star reviews after only being open for about 6 months!

Cons

It is definitely pricey, but I feel that it has more than paid for itself. It would also be nice to schedule appointments from the Weave app, but I don't think that is a feature.

Pros

Weave is such a great tool that makes communication with our patients very easy, efficient, and is extremely user friendly. I love that it is customizable to the needs of the office in terms of setting types and frequencies of appointment reminders, as well as the ability to separate messages as actionable so patients' questions and messages don't get forgotten. It is also great to be able to send customizable forms that patients can easily fill on their mobile devices, as well as allowing email marketing.

Cons

What I like the least about Weave is that it doesn't take the preferred language a patient has from OfficeMate and automatically changes that to their preferred language on Weave.

Pros

We have a very busy dental practice and Weave is like having my own personal assistant. Being able to text a patient over a phone call saves so much time. Weave also confirms all appointments 7 days ahead and a couple days before and an hour before so the no-shows have dropped significantly! Being able to text/email new patient forms and updates is great and when the patient completes it, it is sent back and integrated into our dental software. We also love the phone system, the caller ID pops up on the screen so you're able to see all the patient information needed. Payments through Weave are so simple and the you can't beat their rate! I highly recommend Weave!

Cons

The only con I have is I wish the payments would go directly into the patient's account, we have to manually make sure we put it in, which is an extra step but well worth it!

Pros

Shortly after buying my new office, the office had a fire and we had to shut down. We were closed for a year before we found a new spot. Weave was a huge savior to our business because it allowed me to listen to the quality of phone calls so I could train new staff remotely. It also allowed us to work more efficiently when confirming appointments because there were times when I had to do all of that as the doc before we found new staff.

Cons

There are no robo calls, which we need as an office that has older patients and mostly home phone numbers without email- so you can't text or email. Crystal PM is also not integrated with important features like save the date reminders. I would like to see a more frequent refresh from Crystal to Weave. If a patient asks to text them a reminder of their appointment, and it takes 5 minutes to add a new patient to the system, it is easy to forget about during that time. Also the email campaigns are having an issue with spacing/glitching.

Pros

Ease of implementation and use. Shipped hardware to our office, very little setup, almost plug and play. Rarely has issues with phones.

Cons

Customer support is lacking in some concern. We started getting patients complaining about not getting sms messages. Looking into it, about 10-11% of all of our messages do not make it to the patients that want it. Over a month working with a support agent that can not / will not figure out the problem. Taking our office with combing through 1000s of sms messages to find ones that didnt go through. Get told that it has to do with how our website is setup. Fix that per their instructions. Nothing changed, and they refused to help or elaborate further.
Contacted support over the phone and asked for a supervisor. They took my information and no one ever called of followed up. We will be switching to a new provider at this point.

Pros

I like how Weave is very important to our everyday work environment. It has many features and they create new ones often. It is not just for patient communication but also easy to communicate with our staff.

Cons

I do not have any cons with weave. Our office has had weave for more than 6+ years. I have no complaints and recommend to any medical offices.

Pros

The effectiveness, proficiniency along with it's efficiency with which it works for business is amazing.

Cons

Can not delete the sent messages! Further there is no highlighting or bold options in text.

Pros

Weave is an easy to manage complete phone system that is HIPAA compliant and is cost effective for our organization.

Cons

Support is usually helpful but at times, there is a wait to get ahold of a technician

Pros

What we like about weave it was user-friendly, allows staff to send reminders and mass texts to patients is pretty amazing. It has many features that includes you to send faxes easy way and also what we love from this App that you can download it on your phone of course using HIPPA always but for any emergency is very helpful.

Cons

What we didn't like was the rep we had at the time it didn't help with our issues, pricing and when we had in coming calls the pop up window would always show up it was a little annoying when you have worked to be done

Pros

Very easy to use, clients love it and so does staff

Cons

I wish you can maximize the app, besides that it’s great

Pros

User friendly, has made our office run more efficiently on a daily basis

Cons

I would like more formatting options for digital forms

Alternatives Considered

Reasons for Choosing Weave

Switched From

Reasons for Switching to Weave

Pros

The app! Tells us so much! It's quick and easy to access.

Cons

Forms are troublesome. More write-backs would be nice.

Pros

I love the instant communication. No accessing a website. The app is fantastic!
I love the integrated phones, but mostly the texting feature

Cons

There are cons? I don't know of any!
Weave has everything.

Pros

During a power outage, we were able to access our schedule and communicate with patients through the Weave app.

Cons

We cannot upload our own consent forms.

Pros

We love how it is all in one app! Customer service is outstanding and we can always get questions answered quickly!

Cons

The online scheduling app does not work with our office.

Pros

saved our bacon during covid (texting w patients, bulk messages, etc)

Cons

Software glitches are growing. Takes a long time to elevate to Tier 2 support. Resolution then takes days/weeks. Business model has evolved to SAAS. Wants to charge a monthly fee for physical phones that can be purchased for $100/unit (we have had ours no issue with ours for 4+ years).

Pros

I like that we can use the phone for texting and calls. I love having the calls recorded

Cons

The reminder system needs work. The reminder emails just state that the patient is due but now what it is for

Pros

Great if it actually works, but the second you have a problem its good luck

Cons

If there is an issue good luck getting it fixed

Pros

That you can communicate with customers no matter where you are.

Cons

Sometimes that features, like images, do not show up on the mobile app

Alternatives Considered

Reasons for Choosing Weave

Switched From

Reasons for Switching to Weave

Pros

Weave makes all our patient communications easy!

Cons

There are very few things I dislike about weave. If I had to say one thing, setting up the auto-messages to be exactly how we want is a bit challenging & time consuming, and sometimes doesn't work intuitively.