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Pets at Home sees decline in customer call centre queries post CX tech deployment

Pets at Home has seen a 20% drop in customers ringing up its call centres. The retailer has introduced a three-question online or SMS survey which allows Pets at Home to analyse customer satisfaction levels and identify concerns.

Since deploying the Upland Rant & Rave Sentiment Engine and Customer First platform, Pets at Home has identified customer queries regarding order status being the most common reason for ringing a call centre. The retailer has now implemented order tracking for all purchases which has led to the reduction in calls and therefore wait times for other customers. This also decreases customer churn rates due to improve satisfaction.

“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,” 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. Feedback is instantaneous which allows us to better handle customer issues in future," continued Livingstone.

Jed Alpert, SVP customer experience management solutions at Upland Software, added: “We’re excited to be in partnership with Pets at Home in order to help support their ambitions of being a customer-first business. We understand that the contact centre can often make or break a customer’s experience, and real-time, intuitive feedback can not only improve the experience for the customer, but also for the agent.”

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