Support Report from GVL Customer Success

by | Jun 30, 2020 | Blog, Featured | 0 comments

Welcome to our monthly newsletter created by the Customer Success team to highlight seasonal trends, helpful hints, and GVL news.

A view from our desks (at home) 

Last month we started seeing an increase in cases. With states opening back up, travel is starting to resume and more certificates are being written. Our support team handled over 3,500 calls, chats, and emails last month and continued to provide excellent customer service.

We expected the month of June to follow suit, and it was one of the busiest months this year for our customer success team.

Here’s a glimpse of how responsive our team is: 

  • 87.6% of calls were answered in 30 seconds or less
  • Average time to first chat response was 23 seconds

Common questions we’re hearing

The season for EECVIs (Extended Equine Certificates of Veterinary Inspection) is in full swing. Here are some common questions we hear about these certificates.

Q: “Can I use an EIA (Coggins) ran by another clinic when creating an EECVI for a client?”

A: Absolutely! In the Qualifying EIA section of the EECVI you would manually enter in the coggins information such as serial number, accession number, and test date.

Q: “My client has an EECVI but wants to travel to a non-participating state. What does my client need to enter into that state?”

A: If a state is not participating in the EECVI program, the client would need a regular 30 day CVI (Certificate of Veterinary Inspection) for that particular state.

 

Other GVL news you should know

GVL University offers free regulatory compliance education and practice for veterinary professionals

GVL University is a free educational course designed to help veterinary students and animal health care professionals learn about and practice creating animal health documents. Learn more about how GVL University can help you.

Ali Tam is a GVL Customer Success Representative.

Learn more about her in our Employee Spotlight blog post.

We’re here to help

Our support team is still open normal hours during the COVID-19 outbreak. We look forward to assisting you and sincerely hope you remain safe and healthy during this time.
The GVL Customer Success Team is available via chat, email or phone every day from 7:00 a.m. to 7:00 p.m. central time. Call 515-817-5704 or email gvlsupport@globalvetlink.com.

Training Sessions

Join a live training session with the support team, or request a training session for your team.

Help Center

Explore the GVL help center for training materials, frequently asked questions and helpful resources.

Videos

View in-depth training sessions or brief demo tutorials on GVL’s YouTube channel.

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