Support Report from GVL Customer Success

by | May 28, 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) 

As expected, last month showed a decline in case volume due to COVID-19. With the decline in animal movement, the case volume for Customer Success dropped as well.

We are optimistic that the month of May will reflect more case volume due to many states gradually reopening for travel and more certificates being issued. Even with this fluctuation, our support team remains very responsive to our customers.

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

  • 89.1% of calls were answered in 30 seconds or less
  • Average time to first chat response was 22 seconds

Common questions we’re hearing

Q: “I made a mistake on a finalized certificate. How do I delete it?”

A: A certificate that has been signed will need to be voided out of the system.

To void a certificate you will do the following:

  1. Copy or write down the certificate number
  2. Go to the “Records” tab located on the left side of the screen
  3. Click ‘Certificates”
  4. Click ‘Void Certificate” in the top right corner
  5. Enter in the required information
  6. Click “Void”

Learn more about voiding certificates in our help center.

Other GVL news you should know

Removing the fear from international pet movement

A solution for international pet movement has launched in GVL. Check out how GVL can save you time and confusion by helping you create international health certificates for your canine and feline clients. Ask our support team how to get started with your peace of mind, international experience today.

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

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.


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