Satisfaction drivers
Satisfaction drivers is the third component of optimal configuration: Satisfaction drivers include Vello text messaging and online booking. The features give clients an easy method to contact your practice and to make appointments, and decrease phone calls and manual work for staff.
Recommended configuration
This table shows the recommended configuration for this component:
| Feature | Recommendation | Configuration |
|---|---|---|
| Vello text messaging |
| Activate text messaging Activate out-of-office autoreplies |
| Online booking | Configure each applicable visit type to use direct booking or appointment requests | Online booking configuration |
| New client registration | Let new clients complete registration in the Vello client portal and make their first appointment | Configuration for client registration and first appointments |
Value of text messaging
- Send a photo or a video of their pet's problem and get a fast answer
- Make a subsequent appointment
- Send a question
Staff can answer more than one text conversation at the same time. As a result, staff can use the phones for the conversations that must occur in a phone call.
- Quick replies give fast answers to usual questions (for example, booking links or follow-up notes)
- Out-of-office autoreplies tell clients when your practice is not available and when the practice sends a reply
- Conversation tags make it easy for your staff to find conversation in the Vello inbox and complete necessary tasks related to a conversation
Value of online booking
With online booking, clients can easily make appointments directly from medical service reminders or from the Vello client portal.
You can configure a visit type to use direct booking or appointment requests. For example, you can use direct booking for wellness visits, and appointment requests for sick visits.
Value of new client registration
With new client registration, a person who is not a client of your practice can complete registration in the Vello client portal. And Vello automatically adds a client record and a patient record in your PIMS. As a result, staff do less manual work when the new client comes to the practice.