Pets at Home turns to CX technology
Wednesday March 13 2019
Pet and pet accessories retailer Pets at Home has deployed new CX technology to enhance customer satisfaction
It has deployed the Upland Rant & Rave Sentiment Engine and Customer First platform to increase efficiency of the contact centre and improve the overall customer experience.
Pets at Home identified challenges within the contact centre including high call wait times, call abandonment and increased customer churn rates, which directly impacted sales.
The existing customer feedback model was broken and a more proactive messaging and feedback solution was needed to address the insights gaps which existed.
Pets at Home is using Upland Rant & Rave to proactively send short, three question surveys to customers via SMS and Email.
Through the Sentiment Engine, Pets at Home is analysing the results daily to determine customer satisfaction levels, find out what the key customer concerns are and help customers self-serve where possible, outside of the call centre.
Pets at Home implemented order tracking for all purchases, improving order transparency, seeing a 20% decline in customers calling for that purpose, and freeing up contact centre agents’ time to deal with other customer needs.
Stuart Livingstone, retail operations direct at Pets at Home, said: “We decided to use Rant & Rave’s Customer First platform and Sentiment Engine because of the simplicity and concise questions we can issue to customers through it.”