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V-Care

Your virtual customer care team

V-Care

V-Care is a veterinary-specific virtual reception team that supports practice teams to provide excellent client care. It is fully customisable for your practice’s goals and your client’s needs.

Learn more Membership options

A virtual receptionist wearing a headset

99.97%uptime, cloud-based telephony

Why we built V-Care

Our research found two gaps in almost every practice

Vet CX specialises in customer experience, informed by rich data insights and understanding of the veterinary industry. Through our research, we know that:

80%

of new prospective clients, who contact vet practices, are not offered an appointment.

90%

of calls are missing key rapport building interactions.

These two actions are the foundation to providing a best practice customer experience and enable vets to provide care to more animals. Poor customer care also impacts practices financially. For example, depending on the size of a practice, not offering an appointment could easily translate into the loss of thousands of dollars in consult fees every day. At Vet CX, we used these insights to build a V-Care solution where we can ensure our team, as an extension of yours, treat every caller with the focus and care they deserve.

The V-Care offering

Everything your phones need, handled

Scalable

Scalable solution for veterinary practices of all sizes.

Disaster proof

Disaster proof, cloud-based telephony – 99.97% up time.

More new clients

A guaranteed increase in new customer conversion.

Smart routing

Customised call routing, and emergency call pass through.

Recording and reporting

Call recording and intelligent reporting technology.

A quieter front desk

Remove the noise and interruption of phone calls from your reception desk. Supporting you to create a practice of the future.

Membership options

Choose the level of support that fits

Business partnership

Full service

Designed as a business partnership to supercharge your customer care program. The full service package focuses on customer conversion rates, value-add sales, average consult fee, and life-time customer value and retention.

Guaranteed answer time service level agreements.
Appointment gap and cancellation sweeping in quiet times to maximise Vet usage and reduce no show rates.
After Hours Emergency call routing and next day follow up call.
Driving seasonal promotional campaigns (e.g: Dental, Health Care Plans).
Increased compliance rates of your clients.
Change management and staff redeployment training.
Exclusivity for your practice – we will not provide this service to competitors in your local area.
Flat service fee based on your operating hours, eliminating penalty rates (ideal for practices who operate late night, weekends or public holidays).

Talk to us about full service

Peak hours

Designed to manage peak call volumes and increase conversion rates. A base level option to enable practice staff to focus on face-to-face customers during peak admit and discharge times. (minimum hours apply).

Overflow

When your lines are full or your team are unable to answer the phone, your inbound calls are directed to a virtual team.

After hours

We can pick up your calls after hours so you don’t miss a trick.

Fallback

We can support your practice with outbound campaigns to re-engage customers, promote new products or services, or drive seasonal promotions.

Outbound

We can support your practice with outbound campaigns to re-engage customers, promote new products or services, or drive seasonal promotions.

Brochure

Take V-Care to your next team meeting

Download the V-Care brochure for a full overview of the service and membership options.

Download the brochure Learn more