Using automated communication tools to simplify and speed up the process of collecting customer information increases customer satisfaction and decreases wait times and frustration. Easily register new customers and gain relevant information from current customers.
Create a web form using the SimplyCast 360 drag-and-drop tool. Ask for all the basic information your staff would normally collect from customers who are checking in: name, phone number, pet’s name, age, any known health issues and so on. The customer can fill out the form on your website or you can send them an email with a link to the form.
As soon as a customer registers, they are organized in your system. A task is created for your staff to schedule an appointment for each customer who registers. If you have multiple veterinary clinic locations, customers can automatically be segmented based on which location each customer lives closest to.
When each customer registers, they receive an email confirming their information has been received and is being processed. This message provides any relevant information that the customer needs before their appointment. After your staff sets an appointment date, the customer receives another message telling them the time and date of their appointment.
As each customer’s appointment date approaches, they will receive reminders to keep them aware of the date and time of their appointment. Often, when customers miss appointments, it is because they simply forgot. The reminders help them remember to arrive on time or re-book as necessary, reducing the amount of time and money lost on no-shows. The customer can easily select how often they prefer to receive the reminders and how they want to get them (email, SMS, or voice message).
After each customer’s appointment, it is important to follow up with them about their experience. This continued communication builds stronger relationships and increases loyalty. You can trigger the automated follow-up process as soon as the customer has had their appointment. Then they have the opportunity to give you feedback through a simple survey while the experience is still fresh in their minds. The customer feels appreciated and you gain important information that helps you optimize your services.