Frequently Asked Questions about PawsTime

HOW DO YOU DECIDE THE TOPICS FOR MY PRACTICE’S ON-HOLD MESSAGES?

We decide what the topics will be together, combining your knowledge of your client base and key services, our knowledge of the topics and messaging that work best, and what’s appropriate for a specific month or season.

HOW DO YOU GET THE INFORMATION FOR MY ON-HOLD MESSAGES?

As soon as we agree to work together, we schedule a personal, real-time telephone interview, 30 to 45 minutes. Through this in-depth conversation, we ask pertinent questions about your philosophy of care, range of services and other important capabilities—with the aim of capturing your practice’s unique personality. We also visit your website and obtain your public information that we need to start the interview process.

WHO WRITES THE ON-HOLD MESSAGES?

PawsTime has a team of professional scriptwriters who craft your on-hold messages, customized for your practice, based on our personal interview and obtain much information through researching your website. Your messages are designed to prompt callers to ask questions, accept treatment recommendations, build loyalty, and increase referrals from their friends and family.

HOW LONG ARE THE MESSAGES?

Each message is 45 to 60 seconds long, with short musical breaks in-between, packaged into a 10 to 12 minute loop. This ensures that frequent callers (such as those who have a pet in treatment) or multi-pet households that call more often won’t hear the same message over and over again.

HOW LONG DOES IT TAKE TO CREATE MY CUSTOM SCRIPTS ?

You’ll receive a draft of your custom script via email within a week of your phone interview (we’ll even call to make sure you received it and it didn’t end up in your spam folder). If we don’t receive edits and/or approval within 5 business days, we’ll reach out to offer assistance so we can get you up and running as soon as possible. As soon as we agree to work together, we ship your hardware so you can begin playing messages in as little as 3 to 5 days. If you’re a Monthly PawdCast customer, you’ll begin playing the current month’s core messages. If you’re a Seasonal Traditional customer, we will provide a set of temporary messages to use while we are in the creative process.

HOW DO YOU MAKE SURE ANY TIME-SENSITIVE SPOTS DON’T GET OUT OF DATE?

When PawdCast clients have special events, or time-sensitive promotions or messages, we will establish start and end dates, and automatically remove the spot the next business day. This ensures you’re never playing old news.

WHAT EQUIPMENT DO I NEED FOR THE PAWSTIME ON-HOLD MESSAGE PROGRAMS?

PawsTime uses digital playback hardware specifically designed for messages on hold, which means it will sound crystal clear whether it’s day one or day 1,000 of your program. Radios, CD players and MP3 players simply aren’t designed to play 24/7 the way our hardware is. Plus, rest assured that the hardware is compatible with most telephone systems and if your practice is using a VOIP phone system hardware will not be needed.

IS IT COMPLICATED TO SET UP?

Not at all! If you’re a Traditional Seasonal Package client, you simply plug the playback unit into your phone system, download your library of four PawsTime on-hold message productions (which we email to you as MP3 audio files) which you will save to your computer, and rotate them quarterly. All this involves is copying an audio production to the removable USB flash drive supplied with your unit, then plugging the flash drive into the USB port on the playback unit. Your on-hold messages will load automatically and then play continuously, 24/7/365, whenever a caller is placed on hold.

If you’re a Monthly PawdCast client, it’s even simpler and easier. Your playback device (which we provide) plugs into your phone system and the internet, and we automatically send your new messages electronically to your device on the first of every month or when any changes happen. We are happy to walk you through the installation process step-by-step to ensure complete success. Most clients comment on how easy it really is to get up and running!

You don’t have to remember to change it—we automatically update it for you every month.

And if you or your staff ever have any questions, we’re just a phone call away.

HOW DO I KNOW IF THE PLAYBACK UNIT IS COMPATIBLE WITH MY PHONE SYSTEM?

Our tech gurus will determine phone compatibility before the hardware ships so there are no surprises. When necessary, we’ll reach out to your phone/IT provider so you don’t have to. If you require on-site technical assistance, we can identify and even arrange for a technician to visit your practice (with your approval, of course).

I HAVE A VOICE-OVER-INTERNET-PROTOCOL (VOIP) SYSTEM, CAN I STILL USE THE PAWSTIME SERVICE?

Absolutely, different VOIP providers have different configurations for using messages on hold. We work with many VOIP providers and if something is unique, our technical support team will reach out directly to your provider to determine file format requirements and uploading instructions. In most cases, you will not need the message on hold hardware.

We will work with your VOIP Provider to figure out where to send the file, so that it can be performed properly, if they will do it for you.
If you have your own Portal Login, you may just be able to do it yourself. Our team has great knowledge of the many portals for a multitude of companies, so we can possibly help, if you need it.

WHAT IF I NEED TO UPDATE OR CHANGE A MESSAGE?

No problem. If you’ve purchased our Traditional Seasonal Package and opt to make edits to a spot after your library is completed, we will make the requested changes for a modest additional fee. Our monthly PawdCast package includes unlimited edits at no additional charge.

HOW LONG DOES IT TAKE TO GET A PAWSTIME MESSAGE ON-HOLD PROGRAM UP AND RUNNING?

As soon as we agree to work together, we ship your hardware so you can begin playing messages in as little as 3 to 5 days. If you’re a Monthly PawdCast customer, you’ll begin playing the current month’s core messages. If you’re a Seasonal Traditional customer, this will be a set of temporary messages. Then we schedule your one-on-one interview, create your custom scripts, obtain your final approval, and head to the studio to produce your on-hold messages. This can take 3 to 4 weeks—but with your core messages or placeholder messages playing you won’t feel rushed in the created process.

DO YOU CREATE MESSAGES-ON-HOLD PROGRAMS FOR OTHER INDUSTRIES?

No. We focus exclusively on the veterinary profession, which gives us a high level of expertise and understanding of your business, and the needs and concerns of pet owners. As a result, our clients trust us to craft messages that accurately reflect their unique service offerings, and that resonate with pet owners.

WE DON’T LIKE TO KEEP PEOPLE ON HOLD. ISN’T IT BETTER TO TAKE A MESSAGE AND CALL SOMEONE BACK?

This is a common misperception. The fact is, however, that people call you when it’s convenient for them. By the time you’re able to return their call, they may be away from their phone or otherwise unable to take your call. On-hold messaging keeps them engaged for the minute or two it may take you to respond to them—a much more timely and effective approach to customer service. Why miss the opportunity? Take this time to educate pet owners. Having on-hold time isn’t the problem but how your practice chooses to utilize this time can be either a negative or positive experience for clients.