Effectively categorizing leads in Marketing IQ ensures you gain an accurate understanding of the number of true leads your office receives by filtering out non-lead calls. This enhances your lead conversion ratio, offers precise insights into referral source effectiveness, and supports the optimization of your marketing strategies. For best results, we recommend categorizing calls weekly.
Steps to Categorize Calls in Marketing IQ
Step 1: Access the Call List
Navigate to the Marketing IQ dashboard.
Click on the Call List tab to view all calls in the Leads section.
Step 2: Review Lead Details
Select a lead’s row to access detailed information.
Available actions include:
Opening a text conversation with the lead.
Copying a permalink for the lead.
Assigning the lead to a staff member.
Marking the lead as "Not Reviewed."
Flagging the lead for further attention.
Adding notes to the lead.
Step 3: Determine the Call Category
Listen to the call recording or review the transcription.
Decide whether the call is a Lead or Not a Lead.
Step 4: Categorize the Call
If the call is a Lead:
Mark it as Converted or Not Converted.
Converted: The patient scheduled a valid appointment.
Not Converted: The patient did not schedule an appointment.
Step 5: Understand the 'Converted' Status
A Converted lead is one where a new patient has a valid appointment (i.e., they haven’t canceled or missed it).
Marketing IQ automatically converts a lead if it identifies an appointment for the phone number in your practice management system (PMS).
If the patient cancels, the status updates to Converted-Lost.
Step 6: Manually Mark a Lead as Converted
If a lead isn’t automatically marked as Converted (e.g., the patient used a different phone number), manually select the patient’s name and mark it as Converted.
Step 7: Handle 'Not Converted' Leads
Mark a lead as Not Converted if the patient did not schedule an appointment.
Common reasons for Not Converted include:
Missed
Dropped
Hung up on hold
Appointment not available
Inconvenient hours
Out of network
Medicaid
Shopping around
Uncategorized
Step 8: Identify 'Not a Lead' Calls
After reviewing the call, determine if it’s Not a Lead (e.g., calls from other practices, laboratories, or insurance companies).
Categorize these calls with one of the following reasons:
Uncategorized: Calls that don’t fit specific categories.
Existing Patient: Calls from existing patients or their family members using different numbers.
Never a Lead: Calls that will never result in new patients (e.g., from other offices).
Other Contact: Calls from vendors, insurance companies, laboratories, specialists, or staff.
Unsolicited Calls: Telemarketing or spam calls.
Medicaid: Calls related to Medicaid services.
Wrong Number: Calls made to your office by mistake.
Additional Resources
By following these steps, you’ll ensure accurate lead categorization and management, enabling better insights and more effective marketing strategies.