Their visualization of data was a good idea - love the idea of a funnel dashboard and colors, just wish the data were useful and accurate. Review collected by and hosted on G2.com.
This list is long, so I'm sticking to the absolute dealbreakers:
1. Doesn't feed data back into Google Paid Ads - if you ever want your paid search ads to be competitive, this is a HUGE problem.
2. Their unread texts box is broken - so your staff will miss unread texts from new leads - this one makes my head explode
3. If a patient that already exists in your Nextech system contacts you via a contact form on your website, you won't see it in MyMedLeads, so you better set up some other system to check through all of your contact form fills for these. My Med Leads says "they aren't a new lead, so they don't belong in our system" as if servicing all of those form fills isn't important.
4. If you use their webchat and you don't respond within 30 seconds, the chat closes for inactivity and you cannot respond and you have no contact info to contact the person you were talking with, whatsoever - this is the practice user not responding within 30 seconds, as if our front desk teams can always be that quick to respond...
5. There is no tracking info for webchat - I've only seen CallRail get close to solving this, but it's important to know
6. Their integration team needs 2 weeks to make changes to your webform, unless you want to throw your weight around and argue with them. Want to launch a new website or new lead form? Expect 2 weeks post-production before they can have it live and integrated. But also, expect many problems there - their team wants easy, not what's best for your down-funnel drip campaigns. Even when I've provided spreadsheets mapping contact form entries to the correct procedure of interest tag in their system, it's taken many rounds of my testing and corrections to get things right - I've honestly given up this last time. Ever request is met with exasperation on their end and it is exhausting.
7. Support when there are problems focuses on how it is user error. Their system does not default to the same date ranges as you switch between pages. Imagine how frustrating it is for your front desk team to need to check the date range didn't change to some random new selection as they move between leads lists and text dashboard - but that is user error, not a bug they fix.
8. The reports are poorly documented, and when you look into what they measure, it's not what you would need to make business decisions.
9. If you use their phone tracking system to try to measure new patient phone calls, these will show up in your staff's "new leads" funnel and confuse them, because they look like leads that need reaching out to - so choose between staff being able to work simultaneously to manage leads as a team, or being able to measure all leads through 1 system.
I could sum this up with 1 sentence - this is the most expensive (both in dollars, time, employee morale, and patients - mistake our practice has ever made.
Please don't let them convince you this product is good. Review collected by and hosted on G2.com.
