Are you ready to future-proof your clinic communications? Find out more about a communication solution that’s perfect for Gen Z (and all your other clients!)
Have you noticed that your Gen Z clients don’t want to talk to you? On the phone, that is.
According to 2024 research, ‘phone phobia’ is widespread among Gen Z. Nearly half (49%) of young people say that using the phone makes them feel anxious. While nearly 6 in 10 ‘dread’ making or accepting a phone call, even if necessary.
What does this mean for your veterinary clinic?
Your Gen Z clients will grow into your main client base in the coming years. (Gen Z are those born from 1997 onwards, so they’re currently 27 years old or younger.)
That means, in future, the majority of your clients probably won’t be phoning you, or taking your calls and your voice phone system could become redundant.
The question is: how will you communicate with your clients?
You’ll simply need to offer their preferred communication methods, which are messaging, texting, using social media platforms, and conversational AI.
According to statistics from Master of Code, 73% of people now expect websites to feature chatbots for convenient interactions.
This is no surprise to us at Virtual Vet Nurse. For years, we’ve seen how easily veterinary clients engage with conversational AI chatbots, as they can get all the information they need without having to pick up the (dreaded!) phone.
Through conversations with their clinic’s Virtual Vet Nurse, they can make or change a booking, ask common pet care questions, send messages to the clinic team, buy products, complete post and pre-visit surveys, and more.
And via our user feedback, veterinary clients tell us how much they appreciate having this option. This is some typical feedback:
Rating: 5/5
“The whole system is just super easy and helpful for worried, busy, exhausted pup parents!”
Client of: Oakland Veterinary Hospital
Rating: 5/5
“This is great! Following up and checking in. Nice easy way to get in touch in case there are concerns…amazing!”
Client of: Franklin Vets
Streamlining critical discussions
You’ve probably noticed this trend in your own life. Increasingly, people dislike being ‘ambushed’ with a phone call from an unknown number. It’s seen as startling, even rude.
And how often have you heard a note of frustration in a client’s voice when you call them in the middle of a workday? Or worse, they don’t pick up, leading to a time-wasting game of phone tag?
Of course, as a veterinary business, you still need to contact the pet parent to make pre-visit arrangements, post-op follow-ups, and other necessary client updates.
The new rule of thumb is to avoid using the phone to do these things. Conversational AI messaging is the new medium. It allows clients to respond in their own time when convenient for them.
From the clinic’s perspective, it also makes perfect sense. This is what one of our clinic owners has to say:
“We know people are busy and often under time pressure, and Virtual Vet Nurse allows our clients to interact with us in a way that suits them. People are often so busy that they can’t answer their phones when we call anyway, and they appreciate the ability to send us a message in their own time.”
Co-Director, Oaklands Veterinary Hospital
Automated bookings are just one of the many workflows Virtual Vet Nurse offers.
Most pet parents would prefer to have a more leisurely chatbot conversation, answering questions in their own time (when they’re not so busy at work). It also allows them to answer more accurately.
This feedback from a client in Australia, who completed a pre-visit history via the clinic’s Virtual Vet Nurse, sums up the benefits:
Rating: 5/5
“This is a very good service and I appreciate your questions. They made me more aware of what I should be looking for in Lucy.”
Client of: Mayfair Vet Clinic
What about those pet owners who still want to call?
Of course, not all of your client base will be Gen Z.
Some of your older clients may still prefer to talk to you the traditional way. It’s vital that you continue to cater to them to ensure that no client is left behind.
If you have a quality practice management system (PMS), you can keep the ‘preferred method of contact’ details for each of your clients.
In addition, Virtual Vet Nurse will always politely ask clients for their preferred method of contact. (For example, the client may be happy to complete their post-op survey online – but if they have any concerns arising, they may want one of your team members to call back).
It’s the best of both worlds.
The example below shows how Virtual Vet Nurse allows the client to nominate their preferred method of contact and even the best time to call.
Are you ready to future-proof your clinic communications?
If you’re looking for a communication solution that’s perfect for Gen Z (and all your other clients!), we invite you to learn more about Virtual Vet Nurse.
Your clinic’s own Virtual Vet Nurse could be up and running within a day. There is zero set-up cost and an affordable monthly subscription, and you can cancel anytime.
