Weave: Delivering Amazing Customer Experiences—Even During a Global Pandemic

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Roy Banks, CEO In a marketplace of ever-increasing immediacy and convenience, and where everything is changing seemingly by the minute, businesses— especially small businesses that rely on customers coming in and out of their doors every day—have to rally to keep up, and to meet their customers wherever they are. This is particularly true with almost everything related to service-based businesses— shopping, purchasing, scheduling, communicating, customer acquisition, and the list goes on and on.

Simply put: customers want to do things on their terms, more than ever before.

No one wants to sit on hold to change an appointment. No one likes filling out stacks of paper forms when they arrive at an appointment. No one likes dealing with checks or reading a credit card number over the phone. No one wants to follow some arduous process to fill out a review for a business.

“Our innovation and strategy is centered around solving the communication problems of small business entrepreneurs so they can focus on their core areas”

Weave, a Lehi, Utah-based business, is changing all of that. And they’re bringing it all together on one platform.

“We are transforming everything about how small businesses attract, communicate and engage with their customers. Our platform helps businesses modernize and personalize every customer interaction to enable businesses to deliver amazing experiences wherever their customers are and however they want to interact,” says Roy Banks, CEO of Weave.

And what a transformation it is.

Across multiple industries—and soon across multiple continents—Weave is changing how small business works. They’ve taken all the interactions between small businesses and their customers and brought them together into one platform. It’s an app that can be used on a phone or a computer with all the tools businesses need to communicate and engage with current and potential customers. The company has scheduling and appointment reminders, review management, payment collection, and quick-fill forms—all paired with analytics and client data, enabling businesses to automate communication and enhance efficiency.

It All Comes Together

“What sets us apart is that we’ve brought together all those tools, and all those analytics, and all that data into a unified platform. The experience is magical,” states Banks.

“All those tools,” as Banks puts it, are traditionally found in disparate systems from separate providers. How a business processes payments has been available by one provider, while how they handle reviews or customer communications or scheduling or any number of other tasks has been available by several other separate providers. And for a small business, that’s not always easy to manage. But Weave’s unified platform creates a one-stop-shop for everything small businesses need to look and act like communication experts.

Banks mentions that the innovation strategy for Weave begins with communication, “We deliver unmatched customer communication and engagement capabilities while enabling businesses to know more about their customers.”


We are transforming everything about how small businesses attract, communicate and engage with their customers

As the first step, Weave replaces its client’s phone system with its smart-phone system, synchronizing with the client’s customer data. With the system in place, for example, businesses can know even more about a customer who calls in—their name, upcoming appointments for each family member, info about their last appointment, overdue balances, and more. It’s data that truly changes the landscape of customer relationships. And by helping businesses provide a more personal experience to customers, the businesses can foster higher levels of satisfaction. “Our innovation and strategy is centered around solving the communication problems of small business entrepreneurs so they can focus on their core areas,” says Clint Berry, CTO, and co-founder of Weave. Also, Weave’s competitive pricing gives small business clients the benefits of enterprise-level technology.

Navigating Through the Winds of the Pandemic

How Weave has empowered its clients during the testing times of the COVID-19 pandemic is as much heroic as it is ingenious. The onset of the pandemic created challenging situations for companies, among which small businesses suffered the most. Many small businesses in the U.S. have become non-operational since the pandemic, while some have faced bankruptcies and layoffs. Weave has provided solutions to help these businesses adapt to the socially distant economy and to communicate with their customers in effective ways, including text, chat, email, filling out forms before they arrive at appointments, scheduling reminders, and contactless payments. Weave has enabled numerous small businesses to not only keep from closing down, but to actually boost revenues. “We acted like more than a technology vendor in helping clients navigate an uncertain time and sustain their business operations,” says Banks.

Berry cites a compelling instance where Weave’s innovative communication tools proved their mettle. Pets were adopted in such high numbers during the pandemic that shelters were empty. With the surge in pet-owners, the demand for veterinary services increased. Many vet clinics sought Weave’s assistance to speed up their services and ensure both the animals’ and their owners’ safety. Apart from providing regular services like two-way messaging, email marketing, scheduled messaging, and wellness forms, Weave facilitated virtual waiting rooms via text messages.
Pet owners could simply send a text as soon as they arrived at the clinic, and staff members would retrieve the animal right from the vehicle and without any need for the pet owner to go in, thereby hugely impacting operations.

In another instance, a dental office staff found it convenient to stay in touch with patients during the pandemic. They could inform their patients about the opening and closing of clinics and any other news because of the seamless customer communication offered by the Weave app, both within and outside the dental clinic. “The silver lining is that when you are a software company, you have the ability to help your customers even amidst the challenging times of a global pandemic,” remarks Berry.

Moving Forward Together

Weave offers reliable customer communication and payment collection services across a myriad of industries. One of the factors that attribute to its success is its deep expertise around communication and payments. Additionally, Weave’s ideology is as much employee-focused as it is customer-focused, which invariably translates to building the best products. “We treat our people as a reflection of what we aspire to be because we believe that our products can only be as good as our people,” says Banks. He also mentions that creating an outstanding culture for employees has led to tremendous service for businesses since their people are experts in their field.

Weave is moving forward with a vision to render its solutions more holistic and make communication a fantastic experience for small businesses globally. Recognizing the opportunity to improve the customer experience for small businesses, mainly by providing more payment options, Weave is looking to ensure that its clients can accelerate their cash flow cycle. This also includes offering payer convenience to accept payments over email, web, and more.

Similarly, Weave is looking to expand into new vertical markets. “We have traditionally focused on the medical services market, but we realized there is a lot of need in other markets to manage customer relationships on an ongoing basis and require tools to attract and engage customers,” says Berry. Currently, Weave is looking at markets like legal services, pet grooming, and more to offer its solutions.

At the same time, the company is very judicious and deliberate in expanding into new countries. Weave’s priority lies in English-speaking countries such as Canada, Australia, and the U.K. “We are slowly and carefully moving ahead so we can maintain the same level of service and product quality in the vertical markets that we align ourselves with.” The company is looking at providing multiple location management capabilities, enabling small businesses to deliver a consistent service experience across locations.

Weave is broadening its horizons by helping small businesses provide delightful experiences to their customers, from the moment they hear about the company to when they come in for an appointment, to how they pay, to giving excellent reviews and beyond. “We call ourselves the experience engine for local businesses,” concludes Berry.

Company
Weave

Headquarters
Lehi, UT

Management
Roy Banks, CEO and Clint Berry, CTO, and Co-Founder

Description
Weave is changing how small business works. They’ve taken all the interactions between small businesses and their customers and brought them together into one platform. It’s an app that can be used on a phone or a computer with all the tools businesses need to communicate and engage with current and potential customers. The company has scheduling and appointment reminders, review management, payment collection, and quick-fill forms—all paired with analytics and client data, enabling businesses to automate communication and enhance efficiency

Weave