Even a few years ago, clients began showing a strong preference for immediate support. Today, with skyrocketing expectations and rapid advancements in digital communication, 24/7 service is evolving into a baseline requirement for many veterinary practices. Clients don’t just want answers—they expect them on demand. And for practices committed to strengthening relationships with pet owners while managing operational demands, adapting to this need has become both a strategic opportunity and a necessity.
For veterinary teams, the challenge is delivering around-the-clock accessibility while maintaining high standards of care, controlling costs, and protecting staff wellbeing. In this post, we’ll explore why a growing number of veterinary practices are adopting 24/7 customer service models, and how to evaluate whether this approach aligns with your goals.
Overview of 24/7 Customer Service Benefits
Veterinary practices, like organizations across other service sectors, are recognizing the potential of offering care beyond standard hours. Global brands have set a high bar for customer accessibility, and veterinary clients have taken notice. Practices that lean into this shift are leveraging help desk software, automation, and outsourced contact centers to provide omnichannel support and deliver better client experiences.
With technologies like artificial intelligence and cloud-based communication tools, it’s now easier to create flexible workflows that meet client expectations and foster loyalty—all without overwhelming internal teams.
Lower Client Churn
Client retention is critical to long-term practice success, and fast response times are a leading factor. Whether it’s a medication question at midnight or post-op care instructions in the early morning, timely answers reduce stress for pet owners and instill confidence in your team. Delays in communication can lead to dissatisfaction, lost revenue, or in some cases, clients choosing to switch providers altogether.
By investing in round-the-clock support—either in-house or via outsourcing—veterinary practices can mitigate these risks, protect their reputation, and keep more clients coming back.
Expanded Accessibility for Clients
Modern pet owners lead busy lives and operate in different time zones and schedules. Offering 24-hour veterinary support isn’t just a convenience—it’s a competitive differentiator. Accessibility is about more than being reachable; it’s about meeting clients where they are with the right tools. Live chat, SMS, telephone triage, and on-demand FAQs allow practices to serve clients more efficiently, especially during high-stress situations like emergencies.
More importantly, making your practice accessible at all hours conveys empathy, attentiveness, and a deep commitment to patient care—qualities that today’s pet owners value more than ever.
Elevated Practice Reputation
Reputation is a cornerstone of brand trust and client loyalty. And responsiveness is at the heart of reputation. Practices that offer real-time support—even when the clinic is closed—send a clear message to clients: We care, and we’re always here. This type of service goes beyond meeting expectations; it exceeds them.
The consistency of your customer service across all hours reflects the reliability of your entire practice. And when positive client experiences are shared online, they contribute to your long-term reputation and help attract new pet owners.
Enhanced Revenue and Loyalty
Exceptional service isn’t just appreciated—it’s rewarded. Studies show that clients who receive prompt, effective support are more likely to return, refer friends, and spend more on services. By increasing availability, your practice captures revenue opportunities outside traditional hours, from last-minute appointment requests to telehealth consultations.
Furthermore, clients who feel heard and cared for are more likely to follow care instructions, schedule regular checkups, and stay loyal to your practice. Over time, this translates into a stronger brand, greater customer lifetime value, and a more sustainable business.
Practical Tips for Implementing 24/7 Support
Building an effective 24/7 support strategy requires thoughtful planning, the right tools, and a client-first mindset. Here are eight practical steps to help you get started:
1. Evaluate Your Actual Need for 24/7 Support
Start by assessing your unique practice needs. Review your call logs, web inquiries, and missed appointment requests to identify demand outside regular hours. Are you getting frequent after-hours questions? Do your clients often ask for support late in the evening or on weekends? Do you provide emergency services or specialized care that may require urgent responses?
Answering these questions will help you determine if 24/7 support is a must-have or a nice-to-have—and whether to invest in internal resources or outsource to a trusted partner.
2. Budget and Allocate the Right Resources
Around-the-clock support can strain internal capacity without a proper staffing model. Consider hiring additional staff, rotating shifts, or partnering with a third-party contact center. Look for providers that specialize in veterinary services and can uphold your quality of care standards.
Your investment should also cover tools like help desk software, call routing platforms, and automation technology. Be clear about your budget, and plan ahead to ensure sustainable long-term implementation.
3. Train Your Team Thoroughly
Every client interaction matters. Your staff—and any outsourced agents—must be equipped with strong communication skills, empathy, and fluency in your systems and protocols. Training should include both hard skills (software use, veterinary terminology, triage procedures) and soft skills (active listening, de-escalation, tone management).
Well-trained representatives are more confident, efficient, and able to provide excellent support no matter the hour.
4. Build and Maintain an Internal Knowledge Base
A searchable knowledge base is a time-saving tool that enables support teams to find accurate answers quickly. Include step-by-step guides, FAQs, risk management tips, medication details, and emergency protocols. Organize it with intuitive categories and keep it updated regularly.
Not only does this resource help staff respond more effectively, it also supports the onboarding of new team members and outsourcing partners.
5. Select the Right Support Channels
Different clients prefer different methods of communication. Some need the reassurance of a phone call, while others are more comfortable with text, email, or live chat. Offering a variety of contact methods—supported by an omnichannel help desk—ensures no inquiry is missed.
Think about the types of questions you typically receive and match the channel accordingly. Emergencies? Phone or video. Routine scheduling? Chatbot or web form. Diagnostic clarification? Email with attachments. Channel selection matters for both client satisfaction and operational efficiency.
6. Empower Clients with Self-Service Tools
Empowered clients are happier clients. Tools like automated appointment scheduling, symptom checkers, and educational content allow pet owners to find information independently. In addition to enhancing convenience, self-service options reduce demand on your staff.
As a bonus, self-service also acts as an around-the-clock education tool—helping pet owners understand symptoms, treatment timelines, and care expectations before they even speak to your team.
7. Leverage AI and Automation
Artificial intelligence is transforming customer support. Chatbots powered by AI can resolve common inquiries instantly, suggest care instructions, or even triage basic symptoms. Combined with CRM integrations, AI tools can tailor responses based on client history or preferences.
Automation doesn’t replace the human touch—it enhances it. Use it to streamline workflows, increase productivity, and ensure no client inquiry falls through the cracks.
8. Centralize Support with a Help Desk Platform
A unified help desk platform brings together every communication touchpoint into a single dashboard—phone, SMS, social media, web chat, and email. This not only improves efficiency but also provides real-time reporting on volume, resolution times, and satisfaction ratings.
Choose a solution that allows integration with your practice management software, offers customization for veterinary workflows, and includes built-in analytics to support performance improvement.
Should Your Veterinary Practice Offer 24/7 Support?
Ultimately, the decision to implement 24/7 customer service is a strategic one. Consider your goals, operational constraints, and client demographics. When implemented effectively, round-the-clock support boosts client satisfaction, reduces churn, and enhances your reputation in the community.
It also demonstrates your practice’s dedication to excellence, patient care, and innovation—three factors that pet owners value and remember.
LifeLearn Can Help
At LifeLearn Animal Health, we help veterinary practices design smarter systems to meet the needs of today’s pet owners. From custom websites and practice marketing to full-service after-hours solutions like PetNurse, our suite of practice tools supports growth, efficiency, and superior client experiences.
With over 25 years of experience, we understand the nuances of veterinary workflows and the importance of delivering care beyond clinic walls. Whether you’re looking to implement new software, extend your reach, or improve client retention, our team is here to help you every step of the way.
Ready to elevate your client service with 24/7 support? Contact us to schedule a free consultation or demo.
