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).
- Some use cases are when pet parents need to return a client form, allow you to send an estimate, or let a client know an Rx for Fluffy is ready for pickup. Pictures and videos are also beneficial when relaying what either party sees and what the patient needs addressed specifically. Currently, all Two-Way customers can send unlimited SMS and MMS messages.
- All conversation history is stored.
Interested in how to better handle new client forms and link them via Two Way Texting? Chat with your dedicated Customer Success team on best practices today!
How to use 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 into a live conversation. Quickly share arrival times, curbside expectations, pre and post-surgery details, and discuss payment options - just 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 of the functionality may be on these screens, it is not fully recommended yet. We are certainly aware this would bring providers value, and we're working towards bettering the experience. Discuss the latest news with your dedicated Customer Success team.
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 Practice Guidelines in PetDesk Dashboard
A printable one-pager of the guidance below is found here!
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Open the PetDesk Dashboard and with your Practice Management System
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Check the PetDesk Dashboard Inbox
- 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 20) - 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 20) - this is a tool to help the team save
- Users can send/receive pictures, videos, and PDFs through the Inbox!
- For example: Before & after dental photos keep clients engaged
- Ensure frequent, daily use of Two-Way Texting to save valuable phone time.
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Needs Attention & Pending
- Review these tabs to confirm appointment requests are responded to within
1 business day and pending appointments are managed at least weekly
- Review these tabs to confirm appointment requests are responded to within
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Call List
- Reach out to clients not marked "Client Confirmed" in the right-hand column
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Check the Compliance Report
- Click the Compliance tab for a weekly report of pets without scheduled appointments
3 weeks after final health service reminder is sent - Compensate for client cancels or no-shows using this report
- Track who's been contacted and patient status by clicking on the Contact Status box
- Click the Compliance tab for a weekly report of pets without scheduled appointments
Best Practices 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: If you're restricting clients' access to your clinic, they will likely be anxious about their pet while it is in the clinic. We recommend you communicate with photos of the client's pet and other updates.
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