We understand the uncertainty and stress on your team, family and business with the recent outbreak of COVID-19. We will continue to provide the latest updates to our customers and our partners. If you are a customer, please feel free to contact your Customer Success Manager. You can also call us at 844-738-2778. We appreciate your team taking care of one another, and the pets we all love, especially during this time.

Updated 4/1/2020:

As we’ve watched our customers wrestle with the changing guidelines and state mandates associated with the COVID-19 pandemic, one request stood out: easy to digest resources to help implement new tools and repurpose existing tools for the situation. In response to this, we’ve created these four, free-to-download resources for your practice.

Supplementing Your Client Communication with Two-Way Messaging

As we’ve onboarded hundreds of new clinics using Two-Way Messaging with their clients, we’ve been taking notes on how our customers are using the tool. 

This is a compilation of 6 practical, step-by-step ways to successfully implement Two-Way Messaging or another texting solution at your practice.

Download Now

Quick Guide: How to Use Zoom Video as a Free Telemedicine Tool

Our team has been closely monitoring patterns in the usage of tools related to telemedicine: we are consulting industry leaders and listening to customers to best understand their needs today and in the future. Practices are looking for easy-to-use tools to facilitate communication and administer care while creating a bond with pet parents. 

We have reviewed a number of tools, and an easy, free option is Zoom video. If you are considering integrating a free video technology into your virtual care needs, download our Quick Guide to get up and running quickly.

Download Now

Veterinary Social Media Graphics: COVID-19

We’ve also put together a bundle of social media graphics to help communicate with your clients over Facebook, Instagram, and on your website.

Use them to alert clients to new hours, curbside pickup protocol, or general health advice related to the pandemic. We’ve designed them with customer input and the simple but compelling style that clients favor. 

Download Now

Two-Way Messaging Best Practices

If you’re like many veterinary practices across the United States, you have just adopted or are increasingly relying on asynchronous, two-way texting with your clients.

Clinics using PetDesk’s Two-Way Messaging tool are helping us understand best practices for the tool, which we’ve consolidated for you below.

Download Now

Thank you for all the hard work you’re doing! Stay tuned for more announcements this week.

Updated 3/27/2020:

At PetDesk, we value the health and safety of all humans and animals, so we are working rapidly from our homes to support our employees and the veterinary community through these challenging times. We have produced resources and graphics that you can use whether you are a current PetDesk customer or not. We are currently creating more resources for the veterinary community, so check back next week.

Best Practices Using Two-Way Messaging

We’ve been talking to thousands of clinics this week and learning how they’re using our tools as clinics change protocols in response to COVID-19. We’ve consolidated what we’ve learned about certain use cases into a quick reference of best practices and several templates to consider using to streamline communications.

>> Click Here to Download a List of Best Practices for Two-Way Messaging <<

Premade Social Media Graphics

Many clinics are using social media as a hub of communication regarding how COVID-19 has impacted their business’ operations. Find below some eye-catching graphics to supplement your social media announcements.

Included in the packet are graphics that your practice can use to:

  • Announce Two-Way Messaging to your clients
  • Explain curbside pickup protocol
  • Draw attention to hours changes

 >> Click Here to Download Social Media Graphics <<

Thank you for all the work you’re doing. Be sure to check back next week for additional resources.

Updated on 3/24/20:

Last week, we began providing Two-Way Messaging for free to our customers during this time (see below for details), and we also saw hundreds and hundreds of messages go out with our mass messaging tool from veterinary clinics nationwide addressing the COVID-19 situation.

We’ve responded to this spike in usage by:

  • Doubling the character limit in our mass messaging tool to better accommodate the longer messages being sent by our customers.
  • Providing our customers additional resources for our Mass Messaging tool to ensure clients are reached by the right communications. See below.

Mass Messaging Resources

Here are resources for our customers using our tool to communicate with their clients en masse during this crisis.

Guide to the PetDesk Mass Messaging Tool:

If you haven’t sent a mass message in a while and need a refresher on how to use it, download the Step-by-Step Guide to Using PetDesk Mass Messaging Tool here.

List of Communication Items for COVID-19:

For veterinary professionals interested in what other clinics are communicating to clients about COVID-19, download our list of communication topics and items that you may consider in your own communication. You can download the List of Communication Items for COVID-19 here.

Note: All PetDesk customers can download this resource directly from the PetDesk Dashboard in a tooltip associated with the mass messaging tool. 

We will continue updating this page as appropriate with information and resources.

Thank you for all the work you are doing. Our teams are available to help you with anything you need, reach out online and by phone at 844-738-2778.

Updated on 3/18/20:

We’ve been closely monitoring our customers’ usage of our tools this week. In response to the heavy adoption and usefulness of our Two-Way Messaging feature, we are offering Unlimited Two-Way Messaging for free during this unprecedented time.

Activate Unlimited Two-Way Messaging

To find out more about how to get Two-Way Messaging for Free:

If you are a current PetDesk customer and have Two-Way Messaging enabled, you will receive a fee credit automatically. No more action is required.

Best Practices for Client Communications

As we’re talking to clinics this week, several clear best practices emerged regarding client communication during this time. Here are some of the highlights that we want to share with our community of veterinarians:

  • Over-communicate with your clients. Things are constantly changing and it’s important to keep them in the loop. Use your website and social media for daily updates. 
  • Be sure to remind clients what precautions are being taken (cleaning more often, no handshakes, doctor de-briefs via phone call, etc.). Utilize the mass message function on the dashboard as needed. 
  • Offer drive up/curbside options for RX, food pickups, and pet drop-offs for appointments. 
  • Utilize your online pharmacy (let us know if you need to add a link in your provider card in the PetDesk app!) 
  • To keep human foot traffic in the lobby to a minimum, have clients call/text when they arrive and wait in the car until their appointment. See above to learn more about Two-Way Messaging, offered for free during this unprecedented situation.
  • Suggest for other representatives (non-family members, etc.) to drop pets off if the client is feeling ill.
  • Explore ways to do virtual visits. There are some great telemedicine platforms out there, but before jumping to those – look for some free options like Skype or Zoom. If you don’t want to continue virtual visits, this is easily turned off. If you’re a PetDesk customer, reach out to us to add “Virtual Visit” as an option under Requests in the app.
  • Keep your clients abreast of changes you’ve made by including new protocols in your email footer or on your website. If you’re a PetDesk customer, reach out to us if you’d like to add protocol or instructions in appointment reminders for clients (e.g. “To reduce human foot traffic in our lobby, please give us a call from your car when you arrive at the clinic. A team member will come out to retrieve your pet for the appointment.”)
  • Feel free to link the AVMA FAQ on your website for clients. If we manage your website – send over any documents you’d like added! Our team is working double time to get these additions live ASAP.
  • Below on our update for Tuesday 3/17/2020, you’ll find our best practices specifically for using a mass messaging tool like the one PetDesk provides. 

We will continue updating this page as appropriate with information and resources.

Thank you for all the work you are doing. Our teams are available to help you with anything you need, reach out online and by phone at 844-738-2778.

Updated on 3/17/20:

Over the weekend and on Monday, we processed an enormous and unprecedented volume of mass messages. I’m sure you received many in your personal email, and maybe sent one yourself. We understand that communication between your clients and your practice is especially critical at this time.

Best Practices for Sending Mass Messages 

To ensure your clients receive and read your communications during this hectic time, here are some helpful tips for drafting mass messages to your clients.

  • Make a checklist of information you need to share. The shorter, the better. Include critical information only..
  • Choose a clear subject line. Make information like COVID-19 updates, easy to find in your clients’ inboxes. If you use “COVID-19” in your subject line, use “Coronavirus” in your message body, so that your clients can use either term to search for it.
  • Be clear and concise. Simple, easy to understand sentences are key. If a sentence you include is not clearly informational, helpfully explanatory, or professionally empathetic, cut it.
  • Put yourself in your clients’ shoes. Understand their anxiety and fear for themselves and for their pets. Explain why you’re taking the actions you are. Explain any other policies clients may have questions about. Make sure to express that you understand their experience.
  • Include relevant sources for additional updates. If you’re using a blog, your website, or social media to post updates, including this information in your mass message. 

By using these guidelines, you will give your clients the information that they need clearly and effectively. Call your Customer Success Manager or our Support Team via support@petdesk.com, live chat in the PetDesk Dashboard or call 844-738-2778 if you have any questions or would like guidance on this subject

Here are some additional resources to help you with client communication:

Effective Messaging Trends

As we see the trends in effective messaging, we will keep you informed. In the meantime, here are some types of information you can send through PetDesk.

  • The clinic is practicing curbside pick up / has closed offices/waiting areas. Directions for clients to text or call the office once parked.
  • Reassure clients regarding the preventative measures being taken in the clinic, including cleaning up or disinfecting more often.
  • Remind clients of the clinic’s online pharmacy and store.
  • The status of your practice: 
    • Are you open for business?
    • Are you postponing elective procedures?
    • Are you only seeing sick pets?
    • Are your hours changed? (make sure you update your hours wherever a client may check, including PetDesk)
    • Are there things that haven’t changed? Clients’ expectations are disrupted currently, so reassuring them of the things that have not changed is valuable.

Thank you for all the work you are doing. Our teams are still available to help you with anything you need online and by phone at 844-738-2778!

Updated on 3/13/20:

Message from Taylor Cavanah, CEO PetDesk:
While your hours and staffing may change in the coming weeks, I wanted to let you know what the PetDesk Team is doing to help support you:
  • Commitment to continuing to deliver high-quality and reliable service for our products – as always, our teams are standing by to help you with any needs online and by phone 844-738-2778.
  • Exploring ways our platform can be used to augment your care visits as a telehealth tool as well as looking at partners in that space.
  • Engaging with veterinary consultants and talking with customers to understand how others are managing business through this time of change – to understand best practices and to share those ideas with others.
  • Sharing how product features, like mass messaging, can help clinics provide clients updates.
  • Accelerating efforts with ongoing platform improvements to help our partners.
We appreciate your team taking care of one another, and the pets we all love, especially during this time.
Sincerely,
Taylor Cavanah, CEO PetDesk

2 Comments

  • I submitted a mass messages yesterday for our clients and it is still pending this morning. When can I expect it to be sent?

    • Daniel Haberman says:

      Hi Diana,

      We had a high volume come in over the weekend. If it is still pending, I can check on a timeline for you.

      All the best,
      Daniel

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