Who answers your practice's Instagram and Facebook comments?
Comments and messages land on your practice’s Facebook and Instagram at all hours, and someone has to answer them. Why clinical questions don’t belong in a comments section, and how OmniSocial replies day and night and passes anything personal to your team in private.
Who answers your eye practice's Instagram and Facebook comments?
By Dr Kuki Hundal, founder of Omni A-Eye
The short answer: in most independent practices, whoever has a spare minute, which often means the owner, on the sofa, at ten at night. Comments and messages arrive at all hours, and each unanswered one is somebody who asked your practice a question and heard nothing back.
OmniSocial replies to comments and direct messages on your Facebook and Instagram pages, day and night, from your approved information. It finds out what each person is after, points them to the right information or a booking, and passes anything clinical or personal to your team in private.
A built-in scheduler ( FB/Insta/TikTok/YouTube & more) gets your posts out on time as well.
Why do social media messages go unanswered in eye practices?
Posting is the part practices plan. A photo of the new frame range, or a post about the myopia management clinic, scheduled for Tuesday evening.
The replies are the part nobody plans. Someone comments asking whether the frame comes in a smaller size. Someone else messages to ask whether you see children for myopia management, and wants to know if there are Saturday appointments.
Social media in most independent practices is run by whoever was last seen holding a phone. In a private ophthalmology clinic, it might be a marketing agency that posts beautifully and can't answer a single opticial or practice question, or the private secretary, on top of everything else.
So the questions sit there. The team is with patients all day. The owner sees the notifications at ten at night, answers three with one thumb, and gives up.
What does an unanswered comment cost a practice?
A comment is somebody putting their hand up. They've seen your post, they're interested, and they've asked you something in public, where everyone else scrolling past can see whether you reply.
Leave it for two days and the moment has passed. The next person who reads the post sees a question with no answer underneath, and draws their own conclusions about how busy, or how bothered, the practice is.
Good social posts take time or money to make. If nobody answers what comes back, you've paid for the post and thrown away the part that brings in patients.
Should a practice answer clinical questions in the comments?
Anyone who's worked in a clinic knows you don't discuss a patient's care in the corridor. A comments section is a corridor with a few thousand people in it.
Say someone writes under your cataract post that their mother had surgery last month and now sees halos at night. The right public reply is a kind one that moves the conversation somewhere private, so that a person from your team can pick it up. A public reply that confirms someone is your patient is a confidentiality problem, however well meant.
Complaints need the same care. An argument in the comments helps nobody, and deleting criticism looks worse. A short, polite reply, then a call from someone at the practice, does far more good.
In a shop or a restaurant, none of this matters. In eye care, it's the first thing to get right.
What does it look like when every comment gets a reply?
Your myopia management post goes out on Tuesday at seven, on schedule, to Facebook and Instagram.
At quarter past nine, someone comments asking what age you start seeing children. A reply appears from your practice's account with your approved answer and a link to book an assessment. They book that evening.
At eleven, someone comments under last week's cataract post about their mother's halos. OmniSocial replies publicly and kindly, and invites them to send a private message. In that message, it takes their details and passes them to your team, who ring the next morning. It doesn't comment on the halos, because that's a conversation for a clinician.
Next morning, your team opens one list showing who asked what and who needs a call.
How does OmniSocial work?
OmniSocial is the Omni A-Eye worker for social engagement. It comes with a scheduler, so posting and replying happen in one place. You plan your posts in one calendar and schedule them to Facebook, Instagram and your other channels, and they go out on time whether or not anyone is at a desk.
Underneath the posts, OmniSocial works to rules your practice sets.
It replies to comments and direct messages on your Facebook and Instagram pages, day and night, using information you've approved.
It asks a question or two to find out what someone is after, such as which service they're interested in, or whether they'd like an appointment.
It points them to the right page on your website, a booking link, or a call or consultation with your team.
It moves anything clinical or personal out of the public comments into a private message, then hands it to your team.
It flags complaints to a named person straight away and leaves them for a person to answer.
It lets your team step into any conversation at any point.
It doesn't diagnose or give clinical advice, in public or in private.
What changes for the practice?
The questions under your posts get answered while the person is still interested, and some of those conversations become bookings. Your team stops spending evenings and lunch breaks on notifications, and nobody finds a perfectly good question three days too late.
See it on your own practice
Before the demo, we build a Facebook or Instagram post for your practice, about one of your real services. On the call, comment on it the way your patients would, or send it a message, and watch OmniSocial reply and offer a booking. Then write something clinical underneath, and see how it moves the conversation somewhere private.
Dr Kuki Hundal Founder, Omni A-Eye
FAQ
Can AI reply to Facebook and Instagram comments for an eye practice? Yes. OmniSocial replies to comments and direct messages on a practice's Facebook and Instagram pages, day and night, using information the practice has approved.
Will it answer clinical questions in the comments? No. It replies kindly in public, moves the conversation into a private message, and hands it to your team. It doesn't diagnose or give clinical advice anywhere.
What happens with a negative comment or complaint? OmniSocial flags it straight away to a named person at the practice, who answers it. It doesn't delete criticism or argue in public.
Does OmniSocial answer direct messages as well as comments? Yes. It handles both, and it can move a public comment into a private message when that's the better place for the conversation.
Can we schedule our social media posts in the same place? Yes. OmniSocial comes with a scheduler, so you can plan posts in one calendar and publish them to Facebook, Instagram and your other channels.
Can our team take over a conversation? Yes. A member of your team can step into any conversation at any point.
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