Capturing client feedback

Using PetsApp, the All Pets Vet Care team has been able to capture pet owner feedback at the end of every virtual care interaction. It is clear from this feedback that they are now delighting clients online, as well as offline - with an average rating of 4.7/5.

One pet owner summed up the general tenor of the feedback nicely:

“Brilliant system, excellent service."

Using text chat to triage issues and take payments

All Pets Vet Care have focused on using asynchronous, text chat interactions with pet owners to triage issues and take payments. They have found using text chat has improved operational workflows within the clinics, reducing call volumes, and freeing their team from the tyranny of the telephone! Billa says:

“We’re a small team, and rather than having to juggle the demands of the telephone, we can now manage chats as they come in, in our own time.”

Pet owners appreciate this new form of communication too. No more games of phone tag when it comes to getting inpatient updates, for example. One pet owner commented on the “fantastic service” and noted that it was “reassuring to see photos of (my pet) when he came round from GA (general anaesthetic)”.

All Pets Vet Care don’t just stop at using PetsApp as a digital client communications tool, they also make good use of the digital payments function. They have found that clients love the ease of payment through PetsApp. In a few short months All Pets Vet Care having taken over 500 payments through PetsApp. One pet owner said: “payments through the app made it so stress free and simple”, and another commented that it is: “quick and easy to order things”. From the veterinary team's point of view, Billa noted that:

"Being able to put up meds or price up an op and then requesting the payment through the app has been making life so much easier!"

Managing appointment and product requests

PetsApp also allows All Pets clients to request appointments and products while the clinic is closed. The automated welcome message at the start of every chat means the pet owners don’t expect an immediate reply, but they’re still able to action an item on their to do list (e.g. buy more dog food), and they know the clinic team will respond as soon as they can. For their part, the All Pets Vet Care team knows they won’t have to drop everything for a non-urgent query - putting them back in charge of their own workflows.

With chats coming in at various times including out of hours, the average response time at All Pets Vet Care sits at around 3 hours. That might seem like a while to wait but pet owners still happily describe the service as “very prompt”, “quick and friendly” and “very fast”. Incredible when you think the veterinary team would otherwise only have 3 rings to answer an inquiry coming in by traditional telephone means.

Learn more about PetsApp

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