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.

VOIP phone service for your veterinary or medical practice

Comments: Over all the phone system has so many more "Pros" than "Cons". I was there went we had the old phone system but when we switched over it feels and sounds better. The app that you download on your computer is also pretty nice and user friendly. Sending faxes takes some getting used to, but if you want to go paperless than this is the way to go.

Pros:

Love the call recordings as there are many instances where a client claims they were told "???" and we were able to go into the call logs and see when they were called and what was said. Wonderful feature I don't know what we would do without. Also the hold music is a great feature that we love, as before we needed to buy a separate device and now we can just upload our own music for clients on hold or use what they have as default.

Cons:

I don't like that it can be costly. I thought it was flat rate fee per month and if you have 10 phones or 14 phones it would be the same flat rate fee. But I have recently learned that if we added a new phone it is an additional $20 per month per phone that we want to add. Wish that wasn't the case. And would like it to be more backwards compatible with our Practice Management Software (PIMS) as our system will have a client with one phone number and when the client calls it doesn't always display their name. Even when I upload our client list directly, something seems to be over riding the system. example: our system will say "John Smith" but "JSmith" will appear on our caller ID.

Weave to the reacue

Comments: We love it! Best ones from any other of it’s kind

Pros:

The compatibility to our software for patient management Office Mate and the phone app

Cons:

Maybe that you have to pay more for extra features

When my phone number was transported over to Weave they did not have my number working for 2 days

Comments: [SENSITIVE CONTENT HIDDEN] and the rest of the company are not fully trained in both how to set up your phone line or the phone and how to use their system. I called customer service 8 times today to be hung up on. So I finally called the sales line to get an answer. There online help support didn't have access to the PIN number. So i have asked for a phone call back like I did two weeks ago left on the online help support message and the phone does not take messages. The help center through the sales department didn't know that PIN

Pros:

I was sold on all I was told is was going to do for me and my business. None of it true. There is no phone personal message even thought I have set one up both on the phone and on line. There is no forwarding the call to my cell phone number. The training videos do not cover how to set up call forwarding and text messaging that me or my office staff understand.

Cons:

I had no phone service for 2 business days. We I called my assigned customer representative she didn't care that I had no phone service. She even called the number the next day and couldn't get through as the phone service had not been turned on by Weave. They did not send us a cordless phone that we ordered, they sent 5 separate phones which would ring randomly in set up in different rooms. You could not answer the call in the room you were in I had to leave a patient and run into another room to answer. the video she sent us to set things up was a different model. Afterall of this I decided to take my numbers to my prior service. They will not give me the information to do so. I explained I was going to do this and why. I had to call back to get my account number which took me several phone calls and waiting on hold to do. I explained why I need the account number. I sent the signed consent off to my new phone service, it was refused as they now needed a PIN number. This is odd as no one at Weave knows anything about PIN numbers. This has been going on for two weeks now.

Worth Every Penny

Comments: Overall I think Weave is a phenomenal product and I am happy we found it for our practice. They continually are adding new features and provide webinars to allow everyone to master their product and use it to the capacity it is designed for.

Pros:

The real-time text message communication it allows between our office and patients is invaluable. The digital forms that write back into Dentrix are a huge advantage as well. I also appreciate the in-office chat that allows us to communicate with co-workers and not constantly leave our work stations to ask simple questions or communicate something they need to know. These are only a couple of the great things about Weave.

Cons:

I wasn't overly confident in Weave's review platform. We stopped using our former review platform because Weave offered one in the price of what we were already paying and we didn't see great results. I did decide to stop using them for our reviews and went back to our former company and saw instant results again.

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."

Great Product. Support Absolutely is the Worse.

Comments: When it works, its great. When it breaks, plan on spending an extremely long time to get the issue rectified.
Support is:
Very slow with acknowledging an issue.
Slow response to the issue at hand.
No sense of urgency, especially when phones are lifelines of the business.
Constantly explaining to each support rep of how our particular system is setup.
Most all frontline reps are not familiar with an enterprise setup resulting is trial and error troubleshooting.

Pros:

Hippa compliant, Chat features, simple interface, all-in-one product

Cons:

Support is terrible. Extremely long wait times both by phone, chat and email. If deploying in multiple locations, be VERY CAUTIOUS. Sales reps are quickly to sign you up, and no single point of contact.

Great Product!!

Comments: It works fantastically for what I need.

Pros:

Works well for what I need. Simple to use!

Cons:

You have to watch for your personal response. As responses are displayed for all users in the office.

Love it!

Pros:

Loved that it was an all in 1 platform, it was great!

Cons:

Had some issues with forms but it got better.

Great alternative to ATT

Pros:

great phone system and more. Easy to use and function.

Cons:

nothing

Seamless integration of telephone and texting with easy recall and reminders

Comments: Weave replaced our phone system and provided phones, so the incremental cost is not very great. They have decreased our no show rate significantly.

Pros:

The best feature of the software is the ability to give an immediate response to everyone who calls us. If we don't answer the line right away, the patient gets a text asking how we can help. Also, the recall and appointment reminders are easy to script/edit and to schedule. You can also administer all of this remotely, including changing the message or forwarding the lines. I also love that they are always improving the capabilities of the software. With regularity, they post a video you can watch to see what they are currently working toward. Always very exciting!

Cons:

At this point, I am interested in mass email capability, as in for a newsletter. I believe they are adding this feature.

A Must-Have for Any Practice!

Comments: It has helped us do a better, faster job in confirming patient appointments; plus, it helps us stay in touch with our patients when the office is closed. This has helped increase our front office productivity by about 20%, which is much appreciated!

Pros:

The best thing about this software is its versatility, as it has an app and can be used within or outside of the office.

Cons:

There is no version in Spanish (or other languages) - yet!

Weave has decreased our telephone expense.

Comments: Weave has cut our phone expenses 14% since on-boarding. Weave has improved our paperwork flow within the office and has increased staff efficiency.

Pros:

The desktop app allows our staff to have immediate access to messages from our patients. The text feature has improved our communication with our patients. E-fax is a great time saver and has simplified the process of handling patient documents and is HIPAA compliant. Desktop app allows us to easily switch between offices.

Cons:

Hold times for customer service historically have been long, however we have seen a decrease in hold time over the last 4 weeks. Would love to have one master account to manage our service as opposed to one for each office. There is a problem with texting to ATT and Criket numbers.

Weave Review

Comments: Enables employees to work on other tasks, saves time and money. Multiple uses with phone, text messaging with patients and coworkers. Integrates with Dentrix so when it recognizes a phone number it links it with the patient, so no problem if someone is hard to understand.

Pros:

Automated messaging for appointments and integrated with our dental software

Cons:

Phones are internet based so they do go down when the internet goes down.

Great Produce

Comments: We are a smaller office so the texting makes the patients feel like we are more personal with them.

Pros:

I like the fact that I do not have to make very many phone calls to confirm patient appointments. The patients also love the text reminders. I also like the fact that when a patient texts me I can respond immediately if I am in front of my computer screen.

Cons:

The only thing that I would like to see added would be a feature that links with our website so patients could text me from the website.

Weave has been beneficial in several ways to our office.

Comments: As stated before, we love Weave and what it has done for our practice. It has brought us up to date in the technical world, it has allowed better patient communication, and be more time efficient. At times I feel like we have hired another team member to help with all the features we have been able to benefit from within Weave and it has been a game changer for our team.

Pros:

Before Weave, we were using one company to offering texting to our patients and another company for phones. When we first discovered Weave, I was excited to combine our phones and text messaging feature with the same company & have the same text number be with our office main line. Little did we know all the amazing features Weave would continue to offer! For our office to now offer auto-reminders, sync confirmation texts, a mobile app, communicate with patients off hours via phone or text and appears we are at the office, team communication during office hours via computer, digital forms that are customized to our office, data collection, payment links to patients, and more. We are so blessed to have found Weave and implement into our practice.

Cons:

I wouldn't say there is anything we necessarily dislike about Weave.. we were in the beta group for forms and we know there was a process of designing and having bugs worked out. We are very patient knowing it will be worth it in the end. The feature that would be nice in the future would be to also offer to send patients digital forms or payment links from the mobile app!

Weave is our right hand man

Comments: I have overall had an amazing experience with Weave, from the ease of installation, to the ease of use and the ever helpful updates.

Pros:

I could go on and on about what I love most, however, I will leave it to this; Since starting with Weave, our lives have been improved so much. It is so easy to use and contains so much information, I cannot imagine life without it at this point.

Cons:

My only real complaint is that I cannot update our on call doctor myself, I have to message in to support to have it updated.

Handles Desktop Texting with Clients

Comments: This is good for texting with clients and for handling VOIP telephony.

Pros:

I like that we can SMS text with clients from the desktop computer, and can handle VOIP-level functionality with the phones.

Cons:

We cannot create text broadcast groups, to which clients can subscribe/unsubscribe. With ZipWhip, we could do this.

Wonderful Weave

Pros:

Intergration and setup was easy. We love the ability to customize forms, text patients, and set in-office reminders. We have also been able to limit the number of vendors communicating with our patients through various Weave services. Customer service is stellar! I have always been able to speak with someone in a very timely manner to resolve issues. I've also had suggestions for improvement acknowledged and implemented.

Cons:

rearranging/editing the order of information on forms. More optometry friendly templates, ability to organize the order of listed forms, option to duplicate forms/templates, a printer friendly form option for our non-tech savvy patients and the capability of sending forms to new patients who are not yet setup in our EHR/to any phone number would all be very helpful. Recently, we've experienced issues with being able to hear the caller when listening to the recordings. The volume has to be on the max setting, which makes our end very loud, to barely be able to hear the patient.

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.

Simple, Elegant, Exceptional

Comments: Weave has streamlined our customer communications and optimized our business efficiency.

Pros:

Weave gets the most out of our previously antiquated phone system. Their features, support and software make running our business more efficient and profitable.

Cons:

Nothing. Very easy to use and excellent all around.

Buyer Beware!

Comments: I am happy that I switched services, Ooma has offered much better and reliable service, customer service is easy to reach and always have answers to help me. I honestly would never use Weave again.

Pros:

I liked the text logs where it kept the text history under each contact.

Cons:

The UNRELIABLE service, the fact that my texting capability got hacked and then Weave had ME resolve it with filling out forms and couldn't guarantee it wouldn't happen again, and the POOR customer service (had to wait a LONG time to even get anyone on the phone, then was often told "oh, that's not my department" and then I would get a help article emailed to me (which is the same help article I had access to with a quick search before I reached out to support). It's a TERRIBLE service and I'm glad I switched to Ooma 7 months after signing up for Weave. I would definitely not recommend this service to any small business.

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.

Great software, but was misleading at set up.

Comments: Customer service calls took long, and getting a response took even longer. They were very prompt when signing up for the service, but when I had issues, it was hard to get someone on the phone.

Pros:

I really liked the app and how I had access to pretty much anything. I was able to see the schedule from the app, make phone calls, receive phone calls and see our reviews all in one spot.

Cons:

I was really disappointed that I was promised digital forms at set up. Paid all these extra fees for services that were still in the "beta' process. I was told that the digital forms would auto populate into our open dental but they didn't. When I followed up, I was told they were still working on this feature. We had already been with this company for about 6 months and paying for a service we couldn't use.

All-In-One Communication Software

Comments: It was great as long as you dont need help with customer support.

Pros:

Weave is a user-friendly, all-in-one communication and productivity platform that integrates call management, appointment scheduling, instant messaging, and task management.

Cons:

The pricin is more expensive than some alternatives, its extensive features may take some time to learn. And the customer support is exactly should be more beneficial.