Client Overview:
Our client, Biscuit Pet Care, is a technology business dedicated to providing pet owners with a holistic pet well-being program. The program rewards its members for engaging in various activities that promote the health and happiness of their pets. Biscuit Pet Care's mission is to make pet well-being easy, fun, and rewarding, ultimately leading to happier and healthier pets
Challenge:
When Biscuit Pet Care approached Gen A, they faced two critical challenges:
Project Overload:
The immediate popularity of their pet well-being program led to an overwhelming number of customer support tickets that required prompt attention and resolution.
Managed Services:
With thousands of users, Biscuit Pet Care needed a reliable partner to provide round-the-clock customer services, ensuring that their members' inquiries and concerns were addressed efficiently.
Solution:
Gen A worked closely with Biscuit Pet Care to provide a comprehensive solution tailored to their technical customer service needs. Our 24/7 technical customer management service offered a wide range of services, ensuring that Biscuit Pet Care's users received timely support while adhering to the company's specific brand guidelines. Our solution included:
Technical Customer Service:
We allocated 300 hours per month of flexible technical customer service support to manage peak and off-peak times, ensuring that users always had access to assistance. We ramped this up to 600 hours per month as Biscuits success grew.
Social Media Management:
Our team monitored Biscuit Pet Care's social media channels, promptly responding to inquiries while maintaining brand consistency and guidelines.
24/7 Service:
We were prepared to respond to all customer inquiries around the clock, minimizing inconvenience to Biscuit Pet Care's members and addressing their concerns in a timely manner.
Monthly Service Reports:
Gen A implemented improved data analytics and reporting capabilities, providing valuable insights for product development and bug fixing. These reports helped Biscuit Pet Care make informed decisions to enhance their pet well-being program.
Knowledgebase Management:
We created an interactive and evergreen knowledgebase management tool, ensuring that our agents always had access to up-to-date and accurate information to assist customers effectively.
Compliance Checks:
Proactively, we checked members' adherence to Biscuit Pet Care's guidelines to ensure that they were following the program's requirements and making the most out of the well-being benefits.
Results:
The partnership between Biscuit Pet Care and Gen A yielded significant improvements in customer service response times and reporting capabilities. Here are some key outcomes:
Enhanced Customer Satisfaction:
The 24/7 availability of our technical customer service support led to increased customer satisfaction, as members could get assistance whenever they needed it, contributing to the overall happiness of their pets.
Reduced Response Times:
The implementation of our technical customer service solution significantly reduced response times for customer inquiries and support tickets, addressing issues promptly.
Improved Reporting and Data Analytics:
Biscuit Pet Care benefited from our enhanced reporting capabilities, allowing them to gather valuable insights to improve their pet well-being program, fix bugs, and make data-driven decisions for future enhancements.
Knowledgebase Efficiency:
The knowledgebase management tool provided to our agents ensured that they always had the correct information at their fingertips, enabling them to offer consistent and accurate assistance to customers.
Proactive Compliance Checks:
Our proactive compliance checks helped Biscuit Pet Care maintain program integrity and ensure that members were following the guidelines, contributing to a healthier and happier pet community.
In conclusion, the collaboration between Biscuit Pet Care and Gen A has resulted in a more efficient and responsive customer service operation, benefitting both the company and its members. With improved customer satisfaction, faster response times, and enhanced reporting capabilities, Biscuit Pet Care is well-positioned to continue making pet well-being easy, fun, and rewarding for their members, ultimately leading to happier and healthier pets.
