Broadvoice Works for Mobile Vet Practice
September 16, 2022

Broadvoice Works for Mobile Vet Practice

Rita Bliden | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • b-hive Virtual Contact Center

Overall Satisfaction with Broadvoice

We are a 24/7/365 mobile equine veterinary practice. We struggled with our after-office hours answering service for years. Either the cost was prohibitive, or the operator training was lacking. Broadvoice was able to set us up with a call answering and forwarding system that allows the doctors to answer the clients calling in with emergencies, which has raised our customer service status even more. We are set for automatic rollover at lunchtime and when we close. We simply put the on-call doctor's cell number in the portal and we are good to go. Voicemails from clients and from doctors go to one email account but are labeled differently, so our vet assistants and scheduler can process them efficiently.
  • Understanding what we needed
  • Wicked fast email replise
  • 24/7 tech support
  • We like the Polycom phones
  • For the interested purchaser, videos showing how the system works
  • Detailed training videos
  • Getting clients calls to doctors after office hours.
  • Freedom to set up on call numbers on the portal.
  • The b hive app on our cell phones.
  • Answering service expenses are down.
  • Occasional frustration for the baby boomers.
We were with a different VOIP service prior to Broadvoice. I think I have blocked out a lot of what went wrong because we couldn't leave them fast enough. We explained to them the same way we explained our needs to Broadvoice. They said yes we can do that, but when we were switched over from Verizon phone to them, very little of what they promised was working.

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We had a bit of a learning curve in the beginning, for Broadvoice and for us. Some of our staff are baby boomers, so they were not born able ready. Other office situations can just be set up with voicemail after office hours. Our system cannot end with a voicemail message. If a client calls in with an emergency, they need to reach a human being. The app has fit us well, allowing the doctors to be contacted after office hours. If we decide to have a meeting and it's a beautiful day out, we can take our cell phones and chairs and meet outside. It did take almost a year to get the holiday program set up to work properly.