Extremely positive experience both in using the app and with any dealings with the wider support team. We have always had the one main point of contact which has been invaluable as you do not speak to a different person each time you contact the team. Our Customer Success Manager is enthusiastic and knowledge, and has been there supporting us from day one.

PetsApp is user friendly and was relatively easy to set up in a way which best suited our clinic. The staff were readily available and provided guidance and support from the very beginning, supplying how to videos etc which were easy to follow. One of the most important features has been the integration with the software already used in the clinic, thus enabling us to link out client database and set up reminders, chats, campaigns etc with ease. What I have loved most about PetsApp is it has allowed our clients to access the clinic via chats, messages and enabling them to make their own appointments using the app at a time that is convenient to them. The app itself, for the client is free to download and use, it is well set out and is simple for clients to use, even those with limited knowledge or use of IT. The initial set up was completed with minimal effort at our end, most of the work was carried out behind the scenes by the PetsApp team. After the initial set up and training, we (the clinic) have a free reign on how we set up campaigns/promotions/reminders/appointment requests. There are no restrictions on what we ourselves can do which in my experience with other such services, this function has been quite restricted and generic. For clients to sign up, the process has been simplified by production of a QR code they can scan onto their phones and download the app. We have also been provided with posters and leaflets with such information, which can be used in reception and waiting areas. Another of my favourite functions is that of the wellness plan with the app. Clients them selves are able to sign up to the plan, entering their banking details etc for the DD, meaning we in the clinic no longer need to have access to this information. Support is always available either by using the help section or sending a message f you are unable to find the topic for help. You are also able to schedule one to one video chats with your support manager at a time which suits you. Finally, there have been no glitches or downtime with the app. This in itself is vital. Any issues or concerns are dealt with without delay and you are kept up to date with new developments.

Honestly nothing. Dare I say I wish I had been the one who had the idea for the app

5 stars, two thumbs up! This app was made for veterinarians to interact (with ease) with pet owners. This has been such a blessing!

It is so easy to use! I have saved several templates, all my team members can monitor requests, I have created SOPs so they know the action flow. It has increased revenue and clients love it!

I would like there to be a way to have two “initial” messages that can be time/day customized. So one to use during business hours and one to use for after hours.

overall easy to use. layout good and taken off well

ease of use, layout easy to find where to go etc. easy to transfer to another colleague, easy to send payment request.

perhaps ability to send chat to another practice? or colleague within the practice rather than the location.

By Jove they've been endless! Payment and regulation, marketing and internal campaigns! Nurse appreciation, organisation of food/consult arranging.... the list goes on! In fact I mentioned them all in my podcast with you.

Genuinely a video software has revolutionised the practice! my favourite feature is being able to send our clients a little video from their pets stay. It brings them so much peace of mind and also provides an excellent level of client service. We have completed a large number of consultations including nurse consults and even physiotherapy consults.

Least? Gosh what a question! I think issues with releases would have to be the only small small thing, however it is all part of the creation process. Every feature we have requested has been implemented and every improvement has been discussed. Such as forward thinking and innovative company!

I have found the PetsApp team willing to go above and beyond in looking for ways to help our clinic. No problem is too difficult - any challenge is an opportunity. It is really refreshing to do business with a team who are so invested in helping find solutions for other businesses.

PetsApp is easy to use and the vast majority of our clients really love the way it allows them to integrate with our team. It is great for team members to be able to have a conversation with clients in a non-time pressured way. Most of all however, I love that the PetsApp team don’t stand still - they are always looking to the next innovation and how they can improve their product to make it even more useful for veterinary teams!

I would love PetsApp to integrate with our practice management system though I appreciate this can be challenging.

Capturing payments, reduces call flow.

PetsApp is user friendly, convenient and efficient. It makes communication easier between the client and the practice, it can be used for payments, prescription requests, booking appointments. The app reduces the number of incoming calls making our response more efficient and improves client service. An ideal tool for post operative care including sharing information, photographs and videos.

It would be great it linked directly to the practice management system. It is sometimes difficult to find a patient.

Our business has really benefited from this app and our clients love it too. It is super easy to use. Sending videos and photos is very easy too and much quicker than email. Our nurses do husbandry and dietary calls for our exotic clients and this gives another insight to how the pet is being kept.

This is an excellent user friendly app. Our clients feel more engaged with the communications with our clinic. It is very easy to set up documents to send clients eg for husbandry or diet information. Being able to end photos and videos of their pet whilst in the hospital brings comfort to the clients too .

Nothing to report of dislike. We are very happy with the product

I would highly recommened petsapp to any veterinary practice. It is simple to use and allows for another type of communication that owners can use on the go.

I like the ease of communication between the veterinary practice and owners. It is easy to send payments and get up to date information from owners about their pets. It is a little more laid back which I think owners really like and the fact they can have it as an app on their phone makes it even better.

Sometimes it can be a little more trickier for the older generation to get used to and some are unable to use it at home.

Allowed us to perform video consults during the peak of the pandemic, and still use them (albeit less frequently) now as client preference. Allows us to easily take payments and receive prescription requests / general questions which frees up the busy phone lines somewhat.

Easy to take payments, receive videos and pictures from clients, and they are able to send us messages at any time.

When first launched, petsapp support was easy to contact and very quick to help. Assume it is due to the growing of the business, but the support is a lot more delayed now.

We have had a very positive experience with PetsApp, with very open lines of communication with the team and all of these interactions have been productive.

The app is set up in a very intuitive way for the team and clients. The development team have been great at taking feedback and improving the app with regular updates. The app has been very stable with very few glitches. It has given the team the ability to manage their day more easily.

We are still working towards integrating with our practice software but this delay has been on their side rather than PetsApp.

Overall, we have found as a practice it reduces the number of phonecalls and hold times to the practice. It helps us communicate easily with owners.

Petsapp makes communication with clients so much easier, from messaging to video calls. Clients love the convenience, and makes them feel like the service they receive is tailored to their pet. Being able to send photos to clients is great, so they know their pet is ok when they are coming around from surgery etc.

As a relatively new app, there are still things that could be added! But they are working hard to get these things sorted, such as appointment booking being made directly onto the computer system e.g. Animana.

Great App, good forward thinking company to work with, always willing to ideas and grow the service

Easy to add images and keep owners up dated when their pet is in for treatment. Quick and easy to use for the team and clients, reduces phone calls

The reporting system need more options than current month or all time

Very good. I like it, the staff like it and the clients like it.

Discrete communication with clients, ability to send payment requests and receive payments. Great alternative to the telephone. Great for younger members of the team who are used to communicating in this way. Nice to look at, easy to use and easy to feedback for future development.

The search facility is a little clunky leaving me unsure sometimes if all the pet options have been listed when I've put in a name to search for.

It is good to help work flow - as long as we have the staff available, it frees up our phone lines and keeps the non-urgent inquiries on the app to answer when we are free.

I think clients love the easiness of the app, they can send us a message knowing we will get back to them within a couple hours (during working hours) and they don;t have to wait on the phone. I like the app to send documents such as insurance claims updates and invoices.

We have two branches and with our experience it may be easier to have one branch to avoid any payment confusion when doing the end of day cashing up.

The System is very clean and simple to use, the ease of access is a great selling point for ourselves and our clients. We have been able to to sort out many queries and problems from the clients that are trailing the software with us and having no time constraints to answer the clients has meant we haven't had to ignore the phones during this. The hope and goal is to bring our call volume down so the main calls we get are emergencies or things that need to be handled either more personably by phone or in person. We look forward to being able to take payments as I believe this will cut down on the stress that clients can have about paying over the phone or having to come into the branch.

My main frustration with the software is I wish we could link Merlin and Pets App together for booking appointments or ordering medication as well as access the records for our clients pets.

It’s easier to get clients to pay sometimes than after a consult. I also can talk to clients for longer than when I have lots of people to see back to back in a consult room. This seemed to lead to a higher degree of satisfaction as clients didn’t feel hurried even though I was an unfamiliar face.

That it acts as a barrier to emotional offloading and reduces compassion fatigue. I found it easier to keep to the problem than in consults when clients kept adding extra problems on during the exam. Clients seem to be better at time keeping when they don’t have traffic and parking to contend with or trying to catch an animal like a cat to put in a cat box. It’s also good to assess animals in their relaxed state in their environment and not to have false positives like increased breathing rates. It’s also good for cystitis aggravated by stress in cats or people isolating from covid or people with mobility issues like pensionners or disabled.

Sometimes I struggled to connect to the clients. It’s also tricky when there’s only one person and they struggle to restrain and film the animal.

Petsapp is great in so many ways, it was great to use the video option through the lockdowns, it frees up the phone lines for non emergencies, clients can send pictures and videos, order medication. Pay their bills and can now make appointment requests. Its been a life saver for us

It has allowed a few people to not pay their bills

Love it! Made a huge impact on us in terms of ease of use and keeping clients happy throughout the covid restrictions.

Its easy to use, training for new staff is simple and it is also great for customers, we have printed stickers to give out for clients not using pets app which links right up to sign up!

The appointment application added. We prefer to triage appointments.

Very positive experience.

Easy to use and intuitive. Clients love it and use it in such a way that we have a better level of comms between us.

Wish we had more integration with PMS, this would help a lot.

Positive - moving forward we are planning to do our Pre op and post op interaction this way

Easy access to have chats with clients - especially for none urgent things Also great for photos and videos

Would be great to connect with our practice software - So conversation/ photos directly link to patients records

Clients have really engaged with using the product and it has meant non-urgent queries can be dealt with more efficiently. Many clients have taken up the option to pay through the app, and we get lots of photos of wounds/lumps etc that nurses can triage accordingly.

No real negatives. It's important for the whole team to be involved and engage with using it to make the most of it.

Great. The team is very enthusiastic and helpful. We started using PetsApp during the pandemic, looking for a solution that would help reduce phone volume and assist with client payments - both were easily achieved.

PetsApp was easy to onboard and clients quickly engaged with the app.

Would like easier reconciliation of daily payments - have a way to view payments made during our business day

Great

takes away phone conjestion , great for informing customers when there animals are hospitalised

we would like a function for prescriptions

Easy, quick communication that is convenient for owners who are used to apps.

Easy to use and has a lot of handy features such as bookings, taking payments and uploading documents

It would be good if you can edit what details you need for owners, for example having including address. The appointments feature could be improved by separating into branches as well

Communication is easier with PetsApp. It aligns us with a more modern way of doing things and appeals to a cross section of clients.

We liked that its brought our practice into the more modern way of operating. Our clients like to be able to message as and when they want to, our team like to be able to send a quick message in busy times or a picture/video update to reassure a client.

I dont dislike anything about the system currently. We have had it about 3 months.