Answers to your questions

Gingr Town Hall FAQs

Customer Support

Will the [webinar] recording be made available to customers?

Yes, the recording is available to watch HERE.

Is there a plan for responding to open urgent requests that are impacting our operations and revenue?

We have flagged your open ticket to be reviewed asap. Thank you for your patience as we ramp up capacity.

 

 

What is the expected time frame for a response for an issue? How do you escalate when it's an immediate need?

Great question. We are in the process of creating a new response time SLA based on priority of issues.  This will be published later in Q1 and all incoming issues will be held to that new more aggressive SLA.

Bring back live chat. I waited far less time for response in the chat queue than I do for email/message support.

We hear you! Piloting a few new tools and technologies right now to get this underway.

Is hiring going to continue or are you stopping at 25%?

Thank you for asking. Todd just spoke to this live - we are training up our new agents and providing additional resources and tools. We’ll add resources as needed to support our volume.

Product Stability

Is there an established roadmap to enhance rollout stability? A significant number of defects and bugs appear to coincide with rollout periods, despite not being directly tied to the rollout itself.

Yes. We are doing several things to improve quality. Our new dedicated teams will focus on overall quality, using new AI tools to build regression tests, doing additional testing for each release, and building a new beta and early adopter program to help us validate before release. Happy to share more on this as well.

Payments & Pricing

Should we expect charges or and increase on our bill for using membership feature ?

We have no plans to charge differently for this feature. We are evaluating all of our features and options to make our packaging more simplistic however we have no current plans to change this feature.

Should we expect charges or and increase on our bill for using membership feature ?

We have no plans to charge differently for this feature. We are evaluating all of our features and options to make our packaging more simplistic however we have no current plans to change this feature.

What other credit card processors will y'all be adding to Gingr (integrated) so that we can ensure we are getting the best rates? As of now, to my knowledge only CardConnect and Gingr processing are available.

That's correct, those are the two that are available.  Gingr Payments runs on Stripe which is best in class for security and overall processing capabilities.  We are happy to evaluate others as customers/market requires.

Is the CC surcharge fee pass on just for Gingr Payments or will those of us using Card Connect be able to use it as well?

We plan to add the Surcharge feature for Card Connect in Q2.

Is there going to be any flexibility on processing rates outside of surcharges? We are getting absolutely slammed by these across our locations but I don’t want to nickel and dime our customers. The data on reception of such surcharges is quite negative. I have heard similar things from other multi site owners I know

Thanks for the feedback. We are seeing/hearing similar things across all of our markets. Would love to discuss further on a future webinar or call to see what ideas are out there on these fees and how to message them to consumers as well.

Reporting & Analytics

We hope there's an option to pull-up report or filter for pets who don't have photos. Also the automatic birthday email that's being sent for dogs celebrating their birthdays.

Thanks for the request! Reporting and filtering will become very easy with the new in-app report builder. As for the auto birthday email, we will check/add this to the ideas bank.

Please send us a survey asking us what reports we are wanting on a regular basis...the data is in Ging'r but very hard to extrapolate and manipulate to get relevant KPIs to pet care.

Will do! Our new analytics tool is also pointing to the most frequently used.  All that said, putting a new report builder in our customers hands will allow you to create the reports that you need to run your business in a very simple drag and drop interface that mimics excel. More to come as we expect to have new mockups and demos of this tool in the coming weeks.

Enhancements & UX

Is there a future of us being able to use the same concept that was used to “advertise” this webinar to us to be able to advertise to our customers? It would be amazing if we had opportunities to advertise to them within the parent portal.

Great question! We are planning a new pet parent mobile experience that would include new capabilities just like that. Great question and we will add this to our list to keep an eye on as we build out that new mobile workflow.

One thing I liked when I had PetExec, was that the system remembered what type of enclosure was the last reservation and automatically created it in that in type. Is that something that might be coming?

We can absolutely look into this and see if it's something that can be added or done in a new/different way. Will make note of this.

I had asked the question when signing up for this meeting. Is Gingr going to allow companies like FetchDesk to integrate for phone service AI?

Would love to look into this. New AI tools being integrated is a big part of our API expansion strategy highlighted on the roadmap.

Quick Links

More Tail Wags, Less Busywork

Book a Demo
Boost your bottom line while simplifying operations.​ Manage your pet-care business efficiently and cost-effectively with Gingr.​
tail-wags-1