Create staff efficiency with PetDesk's Two-Way Texting! This key feature provides quick updates to and answers from pet parents. It uses text messaging on a mobile phone, a preferred channel for clients, to save your front desk time, avoid voicemails, and give a stellar client experience. This article shares what to expect from the Two-Way feature within the PetDesk Dashboard and how you can become a power user!
Benefits of Two-Way Texting
- Providers can send and receive 600-character texts (including PDFs, images, emojis, and video messages).
- Use cases such as: when pet parents need to return a client form, when you need to send an estimate, or when you need to inform a client an Rx for Fluffy is ready for pickup. Pictures and videos are also beneficial when relaying what either party sees and what the patient specifically needs addressed. Currently, all Two-Way customers can send unlimited SMS and MMS messages.
- All conversation history is stored.
Interested in better handling new client forms and linking them via Two Way Texting? Chat with your dedicated Customer Success team on best practices today!
Instructions on using PetDesk Two-Way Texting
Auto-Replies
Rest at ease during closed hours by setting an auto-reply message to a client's inbound message after hours. Providers can customize a 600-character message informing clients that they are currently closed. The goal is to set a realistic expectation of response time. For more info on setting up, view this article.
Two-Way Text Templates
You can create up to 40 custom templates in the Dashboard Inbox tab. This should cover you in the more common scenarios to quickly and efficiently add responses to a live conversation. Quickly share arrival times, curbside expectations, pre and post-surgery details, and discuss payment options - to name a few uses.
Learn how to manage your templates.
View this article on how to build a digital form. Add your form link to a new template for clients.
Limitations:
- Mobile Use - We do not fully support the provider side of Two-Way on mobile devices with smaller screens. Although most functionality may be on these screens, it is not fully recommended. We know this would bring providers value, and we're working towards bettering the experience. Discuss the latest news with your dedicated Customer Success Manager.
- Mass Texting - This functionality is not currently available. For any bulk communications, we recommend using the Mass Message feature from the Dashboard to send emails and app push notifications to all or a filtered group of your clients.
Best Practices
Inside of the PetDesk Dashboard
- Check the PetDesk Dashboard Inbox regularly - click here to log in now!
- Ensure frequent, daily use of Two-Way Texting to save valuable phone time
- Types of communication best for Two-Way communication include:
- Negative or WNL lab results
- Surgical updates
- Surgical discharge instructions
- Rx and medication pickup
- Appointment confirmations, reschedules, and cancellations
- Click on Inbox → Templates
- The more templates, the better (up to 40) - this is a tool to help the team save
time (i.e., create a template for the scenarios listed above)
- The more templates, the better (up to 40) - this is a tool to help the team save
- Users can send/receive pictures, videos, and PDFs through the Inbox!
- Ex. Before & after dental photos keep clients engaged
Outside of the PetDesk Dashboard
- Send Clients Home with Instructions: Two-Way Texting lets you communicate with distracted clients in a way that will stick with them—literally, in their pocket. It is worth the extra moment or two to log your instructions within your text conversation with them.
- Encourage Doctors to Participate: Using Two-Way in your practice demonstrates the significance and reliability of communication. Ask every doctor to sign their text communications so the client is clear on the text's source.
- Provide Updates During Appointments: Clients may be anxious about their pet while it's in the clinic. We recommend communicating with photos of the client's pet and other helpful updates.
Related Resources:
- Two-Way Texting: A better way to keep up with clients
- Two-Way Texting Walkthrough Video
- Best Practices for CSRs Using PetDesk