The introduction of Helpshift’s platform to the VCA CareClub app has been a resounding success. Since its nationwide launch in October 2017, the app has experienced a 15x increase in user engagement, with the team consistently exceeding their 40-second service level agreement (SLA), often responding to chats in under 30 seconds. This 24/7 messaging capability has significantly improved the level of service for pets and owners, contributing to a healthier pet population and highly satisfied customers, as evidenced by a consistent 4.85 rating in customer service satisfaction. The holistic approach to pet care, supported by Helpshift’s technology, has not only enhanced the veterinary care experience but has also set a new standard for accessible, personalized pet healthcare.
