We know your tech stack
Trusted by over +150 animal hospital nationwide
Our teams integrate effortlessly with your systems to deliver a frictionless support experience.
Quality Assurance
We ensure your Mascotteer delivers care aligned with your in-clinic standards through ongoing reviews, structured check-ins, and clear feedback loops that maintain consistency and quality over time.
Regular performance reviews and call audits
We conduct structured audits of calls handled on your behalf, reviewing quality, accuracy, and professionalism to maintain a consistently high standard.
Regular performance reviews and call audits
Bi-weekly check-ins during the first 90 days, transitioning to monthly thereafter
We stay closely aligned during onboarding with frequent check-ins, then shift to a steady monthly cadence as your service matures.
Bi-weekly check-ins during the first 90 days, transitioning to monthly thereafter
Optional participation from our Head of QA on any check-in
For check-ins that need extra depth, our Head of QA can join directly — bringing senior oversight to any conversation that calls for it.
Optional participation from our Head of QA on any check-in
Monthly feedback surveys with a clear process to act on insights
We gather structured feedback from you each month and follow a defined process to turn those insights into real improvements.
Monthly feedback surveys with a clear process to act on insights
Direct escalation path to our QA team via form or email
If something needs attention between reviews, you have a clear, direct line to our QA team — no chasing, no ambiguity.
Direct escalation path to our QA team via form or email
We know your tech stack
Trusted by over +150 animal hospital nationwide
Your Mascotteer logs into the same tools your team uses. No extra software. No learning curve for you.
Inside Mascotte’s Support Model
Mascotte’s approach works because it is built for the everyday pace and pressure of veterinary care.
Every element of our model is designed to keep your operations steady and your team supported. Here’s what makes Mascotte’s support model work so well for clinics:
01
Exceptional Talent Paired With Your Clinic
We hire only the top 1% of remote veterinary professionals and train them in your clinic’s workflows, communication style, and tools so they can contribute with confidence.
02
Processes Tailored To Your Practice
We create customized SOPs that reflect how your clinic works, helping your Mascotteers deliver consistent communication and accurate follow-through.
03
Quality Strengthened By Structure
Your Mascotteers are supported by experienced managers, QA specialists, and internal systems that reinforce reliability and precision across every task.
04
Built-In Continuity And Backup
If your primary Mascotteer is unavailable, a trained backup can step in seamlessly. Your clinic never loses momentum.
05
Support That Grows With You
We maintain your documentation, coach your Mascotteers,
and evolve processes as your clinic changes so your operations remain clear and consistent at every stage of growth.
and evolve processes as your clinic changes so your operations remain clear and consistent at every stage of growth.
Top-Tier Talent
1
%
.png)
Top-Tier Talent
1
%
.png)
Top-Tier Talent
1
%
.png)
First Call
Resolution
Resolution
+
95
%
Calls handled without
callbacks needed
callbacks needed
Average E-Mail First
Response Time
2
Hrs.
E-mails resolved
on first contact
First Call
Resolution
Resolution
+
95
%
Calls handled without
callbacks needed
callbacks needed
Increase Chat Conversion
15
%
Chats converted in a single interaction
Average E-Mail First
Response Time
2
Hrs.
E-mails resolved
on first contact
First Call
Resolution
Resolution
+
95
%
Calls handled without
callbacks needed
callbacks needed
Increase Chat Conversion
15
%
Chats converted in a single interaction
What Our Clients Say
Trusted by veterinarians who care.
Rated
.svg)
.svg)
.svg)
A proud member of:
.svg)
.svg)
.svg)
“Mascotte has made my life as a Medical Director so much easier. Not only do you answer almost 100 phone calls a day, but you book appointments, answer emails and handle our online pharmacy. You free up my in-house staff to focus on the patients in the building and allow us to deliver much better care. You have helped us develop significant process improvements and we are a better team with Mascotte as part of that team!”
Dr. Michele Pfannenstiel
Medical Director
Mill Brook Animal Clinic
.png)
“Mascotte came in to help us gain more bandwidth in our clinic and it has gone remarkably well! The onboarding steps and thorough commitment to build out new communication channels and SOPs was the key. We have worked seamlessly with Sascha and Kayla and our pet parents haven't missed a beat!”
Dr. Christopher Simmons
Owner & DVM
Simmons Veterinary Clinic
“Mascotte has transformed the way we operate, offering timely, dedicated support that scales with our needs. Their willingness to consistently go above and beyond ensures our in-person visits are seamless. We couldn't be more grateful for the professionalism and dedication they bring to our daily operations.”
Dr. Douglas Cifranick
Owner & DVM
WoofDoctor on Wheels
More services to deliver an integrated customer experience
Mascotte’s expertise goes beyond customer support. We offer a full suite of services designed to optimize operations and uphold the highest quality standards. You don’t need another platform-you need a team that keeps everything in sync.
.svg)
.svg)
.svg)
Questions, answered
What clinics ask before getting started
Here’s what most clinics want to know before working with us.
How do we get started with Mascotte?
How long does onboarding take?
Do you offer short-term support?
What types of clinics do you work with?
Can I meet the people I’ll be working with?
Do I need to sign a long-term contract?
Where is my Mascotte team located?
Will Mascotte replace my in-clinic staff?
How do you communicate with our clinic?
How do you ensure quality and consistency?
What happens if my Mascotteer is unavailable?
What systems do you work with?
How do you handle data security?
Will Mascotte access sensitive client data?
Can Mascotte work inside our existing systems?
Do you provide reporting or visibility into work?
