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Established 1996
Saturday 07 December 2019


Payments Awards 2019

Pets at Home deploy customer experience tech

Written by Peter Walker

Pets at Home has deployed the Upland Rant & Rave Sentiment Engine and Customer First platform to increase the efficiency of its contact centre and improve overall customer experience.

The pet retailer identified challenges within the contact centre, including high call wait times, call abandonment and increased customer churn rates, which directly impacted sales.

“We decided to use Rant & Rave because of the simplicity and concise questions we can issue to customers through it,” said Stuart Livingstone, retail operations Direct at Pets at Home. “We’re able to easily and effectively issue quick surveys and feedback requests within 15 minutes of a customer’s case being closed out in the call centre.”

Through the Sentiment Engine, the retailer 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.

Since initial deployment, one of the most common concerns found was customers asking for the status of their orders. Therefore, Pets at Home implemented order tracking for all purchases, improving order transparency, seeing a 20 per cent decline in customers calling for that purpose.

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