In over 20 years of eyecare, VI is in the top three of most useful and helpful services I've used.

Excellent onboarding of the service and fantastic customer service. VI is always willing to try something new and makes a great deal of effort to continue expanding the product offering without nickel and diming their customers.

There's nothing I don't like. Sometimes launches for new services are buggy, but they respond quickly and make every effort to remedy the problem.

The sales team, implementation specialist, our account manager and support have been a dream to work with. Everyone is on top of things, aware of what's happening with your account, and seem to have our interest at heart which we very much appreciate.

Our favorite feature is their smart list engine. Vital Interaction helped us set up several smart lists to "reactivate" patients lost to follow up. We're brand new with them and already see a rapid increase in patient engagement.

So far, I can't think of anything that's missing.

We have been with them for 6 months and they're still sending appointment confirmations to our patients containing incorrect info. They have not even provided us with most of their other services yet because they still haven't gotten that one right, yet we're paying full price. Support takes weeks to solve even the most minor technical issues. They sent out phone calls to our patients at 7AM on Saturdays and Sundays and took over 2 weeks to fix the issue even though we told them they probably had the wrong time zone but didn't believe us, turns out that's what it was. Now we want to cancel and they refuse to refund us for October even though we requested to cancel before the month even started. We're being forced to pay for a service that doesn't even work right..

the automation of messages was very handy, would have been nice if the info being sent was correct

support was heinous, they didn't know what was going on half the time, doesn't respond, and took weeks to solve issues (without updates too, just radio silence)

Annual Return on investment meetings are great at showcasing what a great decsions it was to start working with VI.

The company's development and integration team is very open to adding features to best fit the customer's needs

There were some kinks in the beginning with how our account was set up which has impacted some features when we have new providers to load. The support team has always been there to help and fix the issue. Nothing against the software of course, probably due to the fact that customer admins have control to make changes without proper knowledge to do so.

We have been able to collect more past due balances prior to turning them over to a collection agency

Since we only use the bulk messaging part of the product I can only comment on that one feature. The feature is very easy to use on a daily basis to send texts to many patients prior to turning past due balances over to collections as well as tracking down patients when we need corrected addresses

I can't say there is anything I least like

Excellent

Ease of use. Increasing our patient capture rate- decreasing no shows.Promptness and attentiveness of [sensitive content hidden] and his team

Vital has been great. Not really any cons to note at this time.

Vital Interaction really wants to be an advocate for their customers, they listen to our questions and concerns and are always willing to do what they can to help. Their software has been extremely valuable to our appointment process.

Ease of customization of patient messages for our office, integration with our practice management system, ability to engage our patients to ensure appointments are scheduled, reminded and followed up on!

There is a lot of information on the reports, so there is a learning curve to be able to interpret it all

Vital Interactions is amazing!! The staff is great especially [SENSITIVE CONTENT]! We look forward to continuing our relationship with them in the upcoming years.

The software is easy to navigate through. If ever I need any assistance I reach out to my Rep and he immediately responds with a solution or gets me to where I need to be.

Never really had an issues with the system. The few things I have had were resolved quickly and the staff always follows up to make sure we are satisfied.

We have seen a large decrease in No Call No Show appointments since implementing the reminder calls. In additional the recalls offer a gentle reminder to reschedule when necessary. The wellness campaign allows us to utilize staff hours elsewhere instead of making manual calls advising to schedule annual wellness exams.

Ease of use, messaging options, reporting features

All features are beneficial to our day to day. No complaints.

VI is a really great product!

The ease of use and the ability to customize the product to fit out needs

There is nothing I don't like about Vital Interactions. It is a wonderful product

What I like most is the SMS texting feature and the appointment cancellation option with all its features. These two features are what I use on a daily basis, and gives me the ability to add one more fail-safe to a patient’s appointment. When a patient uses the cancellation feature on the appointment reminder, sometimes a patient can accidently choose to cancel their appointment by mistake and not even realize it. I use the texting feature option to text the patient confirming we have cancelled their appointment. It gives them the chance to confirm, once and for all, that the patient wishes to cancel their appointment and to call us to reschedule or, they realize there has been a mistake and they call to sort things out. The ability for Vital Interactions to cancel a patient appointment as well as capture their reason in the texting feature, is also very helpful in confirming a patient has cancelled their appointment.

- At times the message reports do not match, and I have to go back and cross-match between the Facility Reports and Message logs.

Vital Interactions has allowed us to do customized recalls for patients with specific conditions and has improved our rate of getting them back in our office to further care or continue treatment.

Vital Interaction is an extremely versatile platform. That being said it has the ability to consolidate a few individual platforms we use into one place. It is simple to navigate and is a web portal not an app. Having the ability to access anywhere is a big deal for those who wish to work from home or are just at a different workstation i our facility. Their customer service thus far has been wonderful with our integration going swimmingly.

The only thing I have found a nuisance would be the navigation bar switching between an open version with the text and a collapsed version with only icons.

We are pleased with this service, and with all the elements it is being utilized for.

It is very customizable, and user friendly. The customer service is prompt, friendly, and is able to triage and diagnose issues quickly.

Patients rarely complain about repetitive messaging, and/or "sending too much correspondence". This was an issue at one point, but has since improved.

Vital Interaction has not only been a great product for us, but everyone I have worked with has been extremely helpful.

Vital Interaction automated several processes for us. VI's appointment reminders, texting, and campaigns have completely upgraded the way we communicate with our patients.

Consistency in the way to search for patients throughout the platform. Sometimes it is through last names and something it is through first names. Also the ability to go to patient profiles via multiple dashboards.

Overall I am extremely satisfied with VI.

It is very user friendly. You can see the exact message that was sent to a patient and when.

Sometimes it get confusing which message you are sending to the patients.

Extremely positive. They are a good partner and have helped us better serve our clients while decreasing our no-show rates and increasing client engagement.

Ease of use. Integration with current processes. Improved efficiency. Client reminders are extremely helpful.

Our EHR vendor currently does not offer a good solution for a patient portal. So maybe some functionality typically associated with a portal. However, to be fair this was not our expectation when we purchased this service

Overall, I am extremely satisfied with this product. Our patient appointments have increased significantly; we're now seeing more patients, who for one reason or another, were lost in the system. We are now able to have patients complete their registration prior to their appointment, which helps us to maintain a steady patient flow. This product is definitely a time saver and has allowed our staff to operate more effectively and efficiently.

I like that this software integrates with our current practice management program. Our office is able to function more efficiently because we are not spending time manually confirming appointments or sending recall cards. The reports are easy to read and understand and the support staff are very responsive and helpful.

The JotForm format, created for our new patient registration form can challenging to read sometimes, specifically the Patient Medical History and Family Medical History sections. I wish there was a column for the Patient's Medical History and one for Family Medical History,

I have been working with VI for over five years, and they are fantastic. Their training is very well put together. Their support team is always on top of it.

I utilize VI in many ways, from sending campaigns to providing patients with updated appointment information. Their recall feature is excellent.

Excellent. Looking forward to a long relationship

Ease of use, reporting capabilities and capture of potential revenue for forgotten appointment reminders.

Occasionally patients receive random text appointment reminders not associated with our practice.

Very good so far

So far implementation has been very smooth thanks to the team at VI.

Some more flexibility on surveys, but overall very pleased.

Works well for our business

Ease of use, ability to group message and chat with patients

Some issues with online forms, not sure if it's an IT issue or pt. user issue

Overall positive experience with VI.

We appreciate the ability to create campagins and send mass messages to select groups of individuals.

There has unfortunately been a struggle with the integration between VI and our EHR.

Compared to other implementatioins this was fast and easy. Vital Interaction (VI) had a few questions and helped customize everything for my practice. There is a cadence of reminders that go out by a combination of phone, email and text based on timing and patient preference.

Patients receiving texts for the first time see a number they do not recognize and call our office to be sure it is legitimate.

The initial integration went without a hitch. Ongoing Support is fantastic. The new feature adaption has been seamless. We are very impressed with the ROI

Waiting while the system re-sync when changes are made.

All of the messages that Vital sends out can be entirely customizable from the appointment reminders to recalls to bulk campaigns. This has been most useful for our practice.

Sometimes the software itself can be tricky to navigate for a newcomer. But the customer support at Vital is responsive and eager to help show us how to accomplish something or do it for us.