When Brett Podolsky and Jonathan Yoni Regev discovered some troubling information around the pet food industry, they founded The Farmer’s Dog: quality, freshly-made food for dogs delivered directly to homes. Transforming an entire industry is an incredible undertaking, so the CX team is tasked with educating new subscribers as well as fostering and maintaining authentic relationships during customer interactions. The support team’s top priorities are dog health and providing a seamless, effortless customer experience, and they’re held accountable to ensuring every customer feels cared for and heard.
To fulfill their mission, the CX team must provide dedicated, same-day support to customers — and sometimes even their pets’ vet — across multiple channels. That’s not an easy undertaking for a lean and agile operation, especially since every conversation requires incredible care and detail. In rethinking how their technology partner could help them work smarter and better, Kustomer stood out from the competition because it was both truly omnichannel and focused on the entire customer experience, not a single issue.
With Kustomer, the team can now immerse themselves in every customer’s life cycle. Agents quickly glean the appropriate context to each conversation so they can resolve customers’ inquiries more thoroughly and efficiently.
After a seamless transition and implementation, it took just a few months for The Farmer’s Dog to see a 57% drop in average response time. Average handle time also improved by 46% across all channels, leading to the CX team handling 50% more customer conversations per day without increasing staff.
With Kustomer, The Farmer’s Dog is finding it easier to keep their customers happy and their customers’ dogs healthy. As an additional benefit, data from the Kustomer platform is helping the CX team influence business decisions — including ideas for new products, service changes, and content to help better educate customers.