VoIP solutions for Veterinary Practices

Our VoIP phone system welcomes callers with a pre-recorded greeting message. This is the first step in providing a reassuring welcome to customers, especially if they are dealing with an emergency. The caller will know that they have dialled the right number and have been put through to the correct place, your veterinary practice.

After being greeted by a welcome message, a caller can be presented with a list of press options to route them to the appropriate department/staff member. This feature is called an auto attendant. For example; press 1 for an emergency, press 2 to make an appointment, press 3 if you’re calling about an existing patient etc. This ensures a customer’s enquiry can be dealt with in the most fitting way.

Call queuing works alongside the auto attendant to support team members when they are busy. Callers join a queue, whether automatically or after they’ve selected a call option. While in the queue, they can be played music, an advertisement or an information message. By enabling this feature you will reduce customer waiting fatigue and keep the caller engaged for longer while they wait for a staff member to be free.

Sometimes specific clients or staff need to be answered first as a priority. Our VIP number feature allows staff to highlight a telephone number which gets priority service when waiting in a queue. This simple feature ensures that their call can be answered first. This is an especially important feature to have in certain medical situations such as births, where staff need to be informed of situation updates frequently.

Many vets take their work away from the practice, working on location. Our phone system allows staff to connect directly to off-site team members internally by way of our mobile app. With roaming extensions, customers can be given the option to connect directly with vets in the field. The mobile vet can utilise all the same features of the office phones including Auto Attendant and call queuing.

The phone system can be set up with different call handling processes for different times of the day or days of the week, forwarding calls to extended hours branches or to emergency service providers. After all, medical emergencies don’t just happen during the nine to five. Yestech also offers a virtual receptionist service. Specific calls can be routed to an automated process with customised messages advising the caller the correct steps required to solicit a return call or place an order, perfect for repeat prescriptions or even parking unsolicited sales calls.

Call logging provides instant data and notifications on missed calls and queue exits. This allows staff to easily return these calls when they are free. Call logging also enables owners and managers to monitor call volumes and staff performance with the use of analytical tools in our online portal. An excellent aid for training and support. Furthermore, our call recording feature can also be used to train staff effectively. Whilst, also being a simple way to resolve disputes. All recordings are stored online for as long as needed and can be played back at your convenience.

We offer bespoke integrations with Vet Practice Management Software (PMS). Some PMS integration features we’ve provided include Click-To-Dial from the software allowing staff to contact the client quickly and Screen Popping whereby a recognised number calling will bring up the customer’s details.

If your veterinary business consists of more than one site, you can utilise multi-site connectivity to improve communication between branches. As we use cloud technology, a VoIP system can be expanded to include all your sites and scaled up as you grow. Calls between branches are internal, as they are on the same network, so your team can easily communicate without additional expense.