Chewy Expands its Proprietary and Popular Telehealth Service ‘Connect with a Vet’

Rhea-AI Summary

Chewy (NYSE: CHWY) enhances its telehealth service, Connect with a Vet, by introducing video consultations and the option to preschedule appointments. The service, launched in October 2020, aims to improve pet healthcare access and convenience for customers, now operating weekdays from 8 a.m. to 11 p.m. ET, with weekend hours coming soon. Strong customer satisfaction is evident, with 80% rating the service a perfect 10. This growth reflects Chewy's commitment to providing affordable and accessible pet health solutions through technology.

Positive

• Introduction of video consultation and appointment scheduling features, enhancing customer experience.
• Approximately 80% of customers rated their experience a 10 out of 10.
• Expansion of service hours to include weekends, increasing accessibility.
• The company maintains its position as the leading online pet pharmacy in the U.S.

Negative

• None.

Chewy, Inc. (“Chewy”) (NYSE: CHWY), a trusted online destination for pet parents and partners, continues to innovate on their popular telehealth service, Connect with a Vet, with a series of features enhancing the experience of customers and veterinarians. Today’s expansion includes the highly anticipated video consultation feature, the ability to preschedule a virtual vet consultation, and extended hours of operation including weekends which will begin later this month.

“Connect with a Vet is shifting the entire dynamic of how pet parents can access real-time healthcare advice with licensed veterinarians. We introduced it as a resource at the moment it was needed most by customers and veterinarians, and we are proud to continue innovating to offer an even more personalized and accessible experience to millions of pet parents,” said Mita Malhotra, Vice President of Chewy Health.

The new video consultation feature and ability to preschedule appointments are making pet health and wellness more accessible and affordable everywhere as part of the company’s signature focus on creating a personalized experience for pet parents as well as their vet partners. Launched in October 2020, Chewy currently offers their Connect with a Vet service to customers in 47 states Monday through Friday from 8 a.m. to 11 p.m. ET with plans to expand hours of operation on weekends starting at the end of the month.

This rapid growth comes within months after making the chat-based service widely available as a free resource to Chewy’s Autoship subscribers and is backed by strong customer approval ratings with approximately 80% of customers who’ve used the service this year giving their experience a 10 out of 10.

Chewy’s team of licensed contracted veterinarians are also enjoying the added benefits of these upgrades, including the ability to observe on video, the pet’s behavior, activity level, and other important indicators of health. This enhanced level of connection is especially helpful in guiding pet parents even after the consultation has ended. “Our doctors get to observe the pet in real-time, in the comfort of their own homes. Being able to observe the pet rather than just read or hear a description allows for a more authentic connection while answering our pet parents’ questions or preparing them for a more efficient in-person vet visit if needed,” said Dr. Katy Nelson, Senior Veterinary Relations Manager at Chewy.

As the leading online pet pharmacy in the United States, Chewy is focused on using products and technology to improve the overall health and wellbeing of every pet-owning household in America through increased access, affordability, and creating an unparalleled customer experience.

About Chewy

Our mission is to be the most trusted and convenient online destination for pet parents (and partners) everywhere. We believe that we are the preeminent online source for pet products, supplies, and prescriptions as a result of our broad selection of high-quality products, which we offer at competitive prices and deliver with an exceptional level of care and a personal touch. We continually develop innovative ways for our customers to engage with us, and partner with approximately 2,500 of the best and most trusted brands in the pet industry, to bring a high-bar, customer-centric experience to our customers.

View source version on businesswire.com: https://www.businesswire.com/news/home/20210521005359/en/

FAQ

What new features has Chewy introduced for its telehealth service Connect with a Vet?

Chewy has added video consultations and the ability to preschedule appointments.

What percentage of customers rated Chewy's Connect with a Vet service a 10 out of 10?

Approximately 80% of customers rated the service a perfect 10.

What are the operating hours for Chewy's Connect with a Vet service?

The service operates Monday through Friday from 8 a.m. to 11 p.m. ET, with weekend hours starting soon.

When was Chewy's Connect with a Vet service launched?

The Connect with a Vet service was launched in October 2020.

How does Chewy plan to enhance its telehealth service in the future?

Chewy plans to expand service hours and features to further improve accessibility and customer experience.