Weave Communications, Inc. (Weave) is an all-in-one customer experience and payments software platform for small and medium-sized (SMB) healthcare businesses.
Weave’s software solutions transform how healthcare practices attract, communicate with, and engage patients and clients to grow their business. Weave seamlessly integrates billing and payment requests into communication workflows, streamlining payment timelines, reducing accounts receivable, and supporting practice profitability.
The co...
Weave Communications, Inc. (Weave) is an all-in-one customer experience and payments software platform for small and medium-sized (SMB) healthcare businesses.
Weave’s software solutions transform how healthcare practices attract, communicate with, and engage patients and clients to grow their business. Weave seamlessly integrates billing and payment requests into communication workflows, streamlining payment timelines, reducing accounts receivable, and supporting practice profitability.
The company has democratized powerful communication and engagement capabilities, previously only available to enterprises, made them intuitive and easy to use, and put them in one solution. The company's verticalized software platform streamlines the day-to-day operations of running an SMB healthcare practice. Instead of a fragmented set of tools, it offers an AI-powered solution that spans all forms of communication and engagement, including physical and softphones, messaging, email marketing, insurance verification, online appointment scheduling, reviews, payments, digital forms, and more. Through authorized and supported integrations with leading practice management systems, the company automates and personalizes patient communications while embedding FinTech solutions, such as text-to-pay, online bill pay, and payment plans, directly into communication workflows.
Customers
As of December 31, 2024, the company had approximately 35,000 locations under subscription and more than 30,000 customers in the U.S. and Canada. These customers represent many healthcare industries with the majority being in dental, optometry, veterinary, and other medical specialty services.
Platform
Weave helps SMB healthcare practices manage essential patient interactions. The company consolidates telephony, messaging, scheduling, payments, staff collaboration, digital forms, reviews, and email marketing into one simple, easy and elegant solution. The company allows practitioners and their staff to facilitate and manage patient interactions in a unified, modernized and personalized manner that best fits their patients’ needs and preferences. The company enables practitioners and their staff to do what they do best: care for their patients.
Products
Weave provides an all-in-one customer experience and payments software platform for SMB healthcare businesses.
Unified Phone Number: All communications from the Weave platform, including calls and text messaging, are sent from a single phone number. Patients can save the office number to their contacts, and multiple team members can manage conversations seamlessly without relying on individual devices.
Customized Phone System: Weave provides a smarter phone system that helps practices identify whether incoming calls are from new or existing patients, provides helpful and actionable information at every call, and manages heavy call volumes. Key patient information is displayed at the outset of each call, including the caller's name, upcoming scheduled appointment information or when they are due for their next appointment, overdue balances, tasks, special notes, and follow-ups.
Softphones: With Softphones from Weave, practices can make and receive calls from anywhere in the U.S. or Canada with an internet connection. Staff members can work from home, on the road, or in different office locations without missing any calls. Softphones do everything Weave Phones can do, but they operate in the cloud and do not require dedicated telephone hardware.
Text Messaging: The company’s two-way Text Messaging function allows practices to communicate with patients in a way that is easy, simple and accessible. Practices can send a broad array of communications ranging from personalized birthday messages and appointment reminders to requests to pay overdue balances. In addition, its Bulk Texting feature allows for mass communications from the practice phone number.
Missed Call Text: Missed Call Text allows practices to respond instantly when a call is missed. This feature automatically sends a message asking how the office can assist, enabling quick patient engagement—even after hours or when staff are unavailable.
Missed Text Autoreply: Missed Text Autoreply ensures prompt replies to patient text messages by automatically responding to messages received outside of a practice’s normal operating hours.
Team Chat: Weave offers a modern, secure group messaging solution that enables practitioners and staff to communicate seamlessly within the Weave App. This feature supports enhances collaboration, and keeps teams connected. Even when key team members are out of the office, group messaging ensures they stay informed and engaged.
Weave Mobile App: Practitioners and staff no longer need to be in the office to reach their team and their patients. With Weave’s Mobile App, staff members can connect, collaborate, and stay on top of their operations from anywhere through an iPhone or Android device. With the Mobile App, Weave customers can make and receive calls and send text messages from an office number, check schedules, check payment status, request and receive payments, send reminders, and use Team Chat.
Weave AI: Weave leverages more than a decade of patient interactions to train large language models and deliver AI-powered features that foster practice growth, enhance staff productivity, and improve patient experiences.
Weave Reviews and Response Assistant: Weave Reviews helps practices automatically request, collect, monitor, and respond to Google and Facebook reviews. Weave Reviews helps practices get discovered, rank higher in online searches, and grow their customer base. Weave’s AI-powered Response Assistant uses generative AI technology to create custom, relevant responses to patient reviews to increase reputation management efficiency.
Weave Email Marketing and Email Assistant: Weave Email Marketing makes it easy for anyone to create professional emails quickly. Customers can start immediately with a library of pre-written templates and free images. Weave AI-powered Email Assistant streamlines the process further by generating email text in seconds based on key themes, which can be edited before sending. This tool helps healthcare providers personalize and automate email campaigns, driving patient engagement, retention, and awareness of their services.
Text Connect: Weave’s Text Connect enables practices to interact with their existing and potential patients online directly through their websites. This functionality gives practices the flexibility to respond when it is convenient for them and enables multiple conversations at once.
Weave Payments: Weave Payments is a comprehensive payment processing solution that enables healthcare practices to streamline billing and collections while offering patients flexible payment options. Patients can pay in-office using a wireless terminal (tap, dip, or swipe), or remotely via Text to Pay, Online Bill Pay, or ACH direct debit. Practices can also keep payment methods on file and offer flexible financing options, including Buy Now, Pay Later through Affirm or Sunbit. Payment Reminders automate follow-ups on outstanding balances, encouraging timely payments with minimal effort. By integrating payments into existing communication workflows, Weave helps practices improve cash flow, reduce administrative burden, and enhance the patient payment experience.
Weave Digital Forms: Weave Digital Forms provide a secure, convenient, and modern way for healthcare practices to collect patient information before the patients arrive for an appointment — increasing staff efficiency, improving data accuracy, and saving money on paper costs.
Online Scheduling: When integrated with the healthcare practice’s system of record, Online Scheduling allows patients to request appointments from the practice’s website, send automatic scheduling reminders via text message, and personalize each reminder for the patient. This functionality keeps schedules full, reduces no-shows, and fills schedules more efficiently.
Insurance Verification: Insurance Verification helps office staff spend more time creating an exceptional patient experience and less time calling insurers to verify patient coverage details. Within the Weave platform, users can get up-to-date and accurate insurance plan details, all with a click of a button. If a patient’s insurance information is unable to be verified, users can contact patients directly through text messaging to get information fast. When combined with Weave’s Digital Forms, the new patient intake process is streamlined, saving staff time and reducing long phone calls with insurance companies.
Practice Analytics: Practice Analytics provides real-time data on patient retention, appointment scheduling, treatment acceptance rates, and revenue generation. This information allows practices to identify areas of improvement and implement strategies to optimize their operations.
Call Intelligence: The company’s AI-powered Call Intelligence product analyzes call recordings, providing deep insights without the need to manually review conversations. It categorizes patient sentiment, identifies key topics, and uncovers revenue opportunities, enabling practices to enhance customer service and optimize business performance. With automated call transcriptions and categorization, practices can quickly spot high-value follow-ups, track missed revenue opportunities and make data-driven decisions. Multi-location practices can filter and compare call data across offices for a comprehensive understanding of patient needs, helping staff improve engagement and maximize operational efficiency.
Weave Enterprise: Weave Enterprise is designed for multi-location healthcare practices, including dental service organizations (DSOs), vision, veterinary, and medical groups, to standardize operations, enhance efficiency, and accelerate revenue cycle management. Weave Enterprise provides a centralized way to seamlessly manage dozens or even hundreds of locations. With advanced analytics and reporting, practices can track trends, benchmark performance, and uncover actionable insights to drive operational excellence and business growth.
Sales and Marketing
The company employs an efficient go-to-market strategy that combines a productive sales organization with omnichannel marketing and business development strategy to support their work.
The company's marketing team focuses on increasing brand awareness and generating demand through digital and physical channels, including paid and organic social media, paid and organic search, digital advertising, third-party industry advertising and sponsorships, direct mail, and digital events. Leads are driven to the Weave website and sent to the company's direct inside sales team. Weave also generates demand and sells directly to healthcare practices at trade shows and other industry events.
Subscriptions are primarily sold through the company’s direct inside sales team. Most of the company’s sales teams are focused on attracting new customers and are trained to sell into multiple SMB healthcare verticals, organized by sales motion (inbound, outbound, upsell, and mid-market). In addition, the company has a sales team specifically focused on customer success and expanding usage within its existing customer base.
In addition to the company's direct sales team and marketing teams, the company has a business development team that finds, negotiates contracts and manages partner relationships. These partners include technology integration partners, key-opinion leaders, IT-installers, buying groups, affiliates, and distributors. These partners refer customers to the company on a commissioned basis. These referrals are then passed to the sales team to close. The company also focuses on growing its channel partnership programs to promote and sell the company's products directly through partners.
Customer Success and Support
The company offers customer support via phone, online chat, and email to resolve technical and operational issues for the company’s customers, if and when such issues arise. All customer success, customer support, customer training and customer onboarding team members are located in the U.S., India, and the Philippines. In addition, the company maintains an extensive training and self-help content hub on its website. The company also offers certifications to develop Weave experts within a practice.
The company strives to maintain an exceptional quality of service to promote retention and referrals. The company continuously monitors key customer service metrics, such as phone hold time, ticket response time, ticket resolution rates, and customer satisfaction of the company's support interactions.
Technology
Weave Software Platform
The company's platform is composed of microservices in a highly containerized environment, which allows for rapid scaling of resources to meet the demands of the company's customers. These services are built using cloud-native technologies, which allows the company to take full advantage of the infrastructure- and platform-as-a-service offerings from the company's cloud service providers. The company develops multiple client-side experiences, including web, mobile, and desktop clients, and integrate them with the company's phone system to provide a seamless experience.
Weave Phone System
The company's phone system is highly customizable, cloud-based and integrated into the company's software platform. The company builds its phone systems in-house, providing capabilities commonly found in expensive licensed hardware offerings. The company's phone system leverages its cloud infrastructure providers to deliver multiple redundant regions and lowest latency routing to ensure superior voice quality on calls to and from the entire United States and Canada.
The company provides its customers with advanced business phones from a leading cloud-based communications hardware manufacturer. Once the phones are powered on and connected to a network by the company's customer, the company provides configuration and automatic updates through the cloud. The company's system also provides unlimited local and long-distance voice calling within the United States and Canada to the Public Switched Telephone Network in the United States and Canada via SIP Trunking interconnects from multiple providers.
The company's platform also features cloud-based Softphones, which do everything Weave phones can do, without the need for traditional phone hardware. From anywhere in the United States or Canada with an internet connection, customers can easily add lines and operate phones, including viewing patients on hold, call management (switching, transferring, and merging), and call parking. Softphones facilitate remote work and enhance practice communication and productivity.
Regulatory
In the United States, at the federal level, the company is subject to regulation by the Federal Communications Commission ('FCC') as a provider of Voice over Internet Protocol ('VoIP') as well as state and local regulations applicable to VoIP providers. For example, such regulations include E-911 requirements, conditions for porting of phone numbers, protection of customer data generated by the use of the company's services, disability access rules, providing law enforcement with access to records, and obligations to contribute to federal programs including the federal universal service fund and other regulatory funds as well as state universal service programs. The company is also subject to E-911 surcharges (typically governed by localities and/or state departments of revenue). In Canada, the company's VoIP service subscriptions are regulated by the Canadian Radio-television and Telecommunications Commission ('CRTC'), which, among other things, imposes requirements like those in the United States related to the provision of E-911 services.
Additionally, the company is subject to several laws in the United States and Canada that regulate communications between businesses and their customers/patients and protect consumers from unwanted messages and telephone calls. These laws include, but are not limited to, the Telephone Consumer Protection Act ('TCPA'), Controlling the Assault of Non-Solicited Pornography and Marketing Act of 2003 ('CAN-SPAM'), and Canada's Anti-Spam Law ('CASL'). To the extent that the company's subscribers use its texting messaging, VoIP telephone, email marketing, and fax services, the company provides features and functionality that enable the company's subscribers to manage their compliance with these customer protection laws.
The CPRA imposes obligations on qualifying for-profit companies, such as Weave, doing business in California, and substantially increases potential liability for such companies for failure to comply with data protection rules applicable to California residents.
History
The company, a Delaware corporation, was founded in 2008. It was incorporated in 2015. The company was formerly known as Recall Solutions, LLC and changed its name to Weave Communications, Inc. in October 2015.
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