Godiva launched PetsApp in their clinic on the 1st of Dec 2023 and within their first 3 months onboarded approximately 5000 pet owners with who they had 5163 chats saving the team a total of 10,000 minutes (166 hours) versus if these enquiries had come in via their phone lines. Making communication with pet owners faster while also freeing up the phone for emergency vet appointments.

Feedback has flooded in from their pet owners who were keen to share their experience of using PetsApp.

"It's nice and comforting to know there is someone there if need be."

"Not always convenient to call with work so this is great!"

"Very quick with a response and helpful with any questions I have or to book appointments or just for general advice."

"It’s an amazing app and you get a reply so quickly!"

Having both the team and pet owners proactively and enthusiastically taking to PetsApp means that CES (Customer Efficiency Scores) have been great from the get go with an average launch score of 4.3/5.

Godiva Success Hacks for Chats

1) Using Templates

Templates have meant that the team are aligned and consistent with the information they share. The templates also mean they're not having to think up content and responses on the spot and are pre-proofed by the senior team to make sure they are compliant.

The Godiva team currently use templates for:

• Medication collection
• Medication Request
• Booking an appointment
• Joining their Health Care/Wellness plans
• Updating payment details
• Collecting weight for meds
• Appointment reminders

PetsApp offers a library of templates that teams can tailor and add to. Godiva suggest always being open to suggestions and adding any templates you feel may be beneficial to your pet owners.

2) Set Expectations with Your Team and Have a Communication Criteria

Some rules the Godiva team stick to for consistency level of good client service are:

• Every chat should be delivered politely with same customer service as a phone call
• Avoid Free writing any messages and always use a template
• Do not close a chat unless you are 100% sure that the chat is finished
• Use correct spelling and grammar rather than “text talk”

Health Care Plan Success

The Godiva team launched their new Health Care Plans (HCPs) in January 2024, a month after going live with PetsApp.

"Within the first 3 months we had 100 new clients sign up to the plan."

The success of their HCP launch lead them to review their pricing and set it to a more competitive rate. This in turn increased their monthly HCP revenue by 46%!

Fully supporting the benefits to their clients the team aided their HCP sign ups by including it in all conversations they had with their pet owners.

"Every time someone collects flea and worm treatments we say 'are you paying for these today or are you on our health care plan - pay monthly' this engages questions about the plan."

Blown away by its success by the end of 2024 the Godiva team plan to have doubled the amount of pet owners they have actively using PetsApp.

Want to learn how you can stop clogging up your phone lines and increase your revenue? Why not book a free consultation call with one of our pack experts today.