From Ad Inquiry to Booking: What Your Clinic Should Record

An advertising report may show more clicks while the reception team struggles to say whether bookings have increased. Without records connecting an inquiry to what happened afterward, it is difficult to understand which activity led to an appointment. Start by recording the source mentioned during the conversation and checking the booking outcome separately.

DoctorNest lets staff view inquiries from connected channels alongside their conversation history. Notes can capture a customer's statement that they saw an ad, the questions they asked and any follow-up the team agreed to provide. Confirm the actual booking outcome in the clinic's booking records.

Discuss how to manage inquiries from advertising

Read advertising reports and conversation records separately

An advertising report contains figures measured by the ad tools, such as impressions, clicks and website visits. Conversation records show what a person asked and how staff responded. Counting clicks as inquiries, or inquiries as bookings, makes the actual process difficult to follow.

If different videos or posts use different links, UTM campaign parameters can help identify which link brought traffic to the website. Google's guide to campaign URLs explains this use. That record alone does not establish that the same person later called, sent a message or made a booking.

Ask the advertising team which ads and links were used. Ask reception staff to note where the customer says they found the clinic. If the customer cannot remember, or staff did not get a chance to ask, do not fill the gap by assuming the inquiry came from advertising.

Use DoctorNest to record the conversation and next contact

When reviewing inquiries from several channels in DoctorNest, first read what the customer asked and which replies have already been sent. Note what staff promised to check and when they agreed to get back to the person. The next colleague can then see what needs answering without reading the whole exchange again.

Record the source only when it has been established in the conversation. If a customer mentions a particular video, note that statement. An inquiry arriving on the day an ad starts is not enough to attribute it to that ad. Mark the source as unknown when it has not been established.

One person may contact you through both KakaoTalk and a DM. Review the conversations together only when you have confirmed that they belong to the same customer. Two chat threads should not automatically count as two new inquiries. Leave enough context for staff to check whether the conversations belong to the same person.

Confirm the outcome in the clinic's booking records

A preferred date received during an inquiry is not a confirmed appointment. Staff need to check that an appointment was entered in the booking system or appointment book before recording the outcome. If someone promised to confirm a date with the customer, record that callback as an outstanding task too.

When reviewing results with the advertising team, distinguish inquiries with a source established during the conversation, inquiries with an unknown source and bookings verified in the appointment records. Match the reporting periods as well. An inquiry whose outcome has not yet been checked should not immediately be counted as a failure.

Use DoctorNest to revisit the inquiry and subsequent conversations. Check advertising figures in the ad report and confirmed appointments in the clinic's booking records. Assessing revenue also requires the clinic's payment records.

Agree on how to record the inquiries you receive now

Choose a few recent inquiries. Check which channel they arrived through, whether the customer named a source and who agreed to make the next contact. If staff record different things, start by agreeing on the information to leave in the conversation note.

Continue using the clinic's existing advertising reports and booking system. Deciding what to note in DoctorNest and when staff will verify the booking outcome can make each inquiry easier to trace. We can explain connection options after checking the actual accounts and how staff use PCs.