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How Terrific's Live Video Recreates In-Person Puppy Visits
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About
Charlotte Dog Club connects families with responsibly raised puppies, emphasizing health, early socialization, and true lifestyle fit. The team educates first-time and experienced owners on temperament, grooming, and week-one setup, so expectations are clear before pickup. Because not every family can visit in person, CDC recreates the nursery experience online through guided live video—letting families see real behavior (play, settling, gentle handling, rest) and ask questions in the moment. Reservations start online with a deposit and form; the care team then follows up to confirm compatibility. In-person visits remain optional for those who want them.
23.5%
Engagement-rate
+1K
Unique visitors per live event
+21%
Conversition lift
14 Min
Average watch time
Challenges
- Families needed the “feel” of a puppy’s temperament without always visiting in person.
- Expectations had to be aligned early to avoid mismatches and refunds.
- Static photos/videos weren’t enough to drive confident online reservations.
- Live Q&A and instant feedback give families the transparency they need while shortening the adoption cycle and reducing unnecessary handling.
“We needed a lower-shed pup for my son’s sensitivities. Live Q&A helped us understand grooming and home routines before we committed.”
— Sharon L., Concord, NC (Adopted Pepper, Mini Poodle mix)
Solutions
- Temperament you can feel, live: Host-guided sessions show play → settle → response to gentle handling so families gauge real energy and recovery—something photos can’t deliver.
- Answers in the moment: Viewers ask fit questions (kids, other pets, grooming, week-one setup) and get immediate guidance, removing hesitation before ordering.
- Pinned messages drive action: Clear, pinned links inside the chat (reserve + form, add-on services/products, FAQs) keep viewers in flow and reduce drop-offs.
- Consistent “fit checks” on camera: A simple live script (calm check, startle/recovery, handler cues) standardizes what every family sees, improving confidence and match quality.
“The 1:1 virtual intro sealed it. We compared two pups side by side, asked all our questions, and arrived on site already confident.”
— Daniel & Priya S., Raleigh, NC (Adopted Cooper, Mini Goldendoodle)
Results
Families get the warmth and nuance of an in-person meet—online—then arrive on site pre-qualified and confident. Charlotte Dog Club sees smoother adoptions, fewer mismatches, and happier first weeks at home thanks to clearer expectations and better prep.
What changed
- Higher online conversions: more families reserve right after live sessions.
- Fewer refunds/mismatches: real-time temperament viewing improves fit.
- Faster decisions: shorter time from first view to reservation (often within 24–48 hours post-live).
- Calmer pickups & smoother week one: better-prepared families, clearer expectations.
"Live sessions let us guide families to the right fit for their energy level, training goals and household dynamics before they visit, which keeps the pups and their would-be owners relaxed and the matches strong."
— Charlotte Dog Club Care Team