SEGMENT:

Varejo

NEED:

Experiência do Cliente

SIZE:

De 101 a 1000 funcionários

Petlove invests in digitizing customer service to enhance its customer experience.

+220%

in the number of monthly active engagements

+90%

in the number of monthly receptive engagements

+300%

in the quantity of internal platform users

Using Zenvia, the pet ecosystem managed to reduce its response time, even with the growing demand.

The Case

With a constantly growing demand for contacts, structuring digital and telephone support became a challenge for Petlove, Brazil’s largest pet ecosystem. Especially for the health plans area, centralizing the service operation on a single platform became increasingly necessary.

That’s why the company chose Zenvia to initially centralize all its sector telephone numbers into one, bringing more convenience to both consumers and the team, who now had a complete view and record of all contacts. Eventually, with the need to digitize its support and offer a more agile structure, Petlove expanded its usage and also adopted WhatsApp as the main channel.

Among the key attention metrics was the average response time to the customer. For the Petlove team, it was essential that their consumer didn’t have to wait long to have their question or request resolved. Thus, with the support of Zenvia, efforts to improve this parameter were successful, reducing the average time to less than 30 seconds.

“We’ve always intended to serve our customers well by solving problems in a human and efficient manner. Our business requires quick service because we’re dealing with something very important, which is pet health, and in some cases, we need to act very quickly. Therefore, Zenvia helps us execute this activity very efficiently,” said Murillo Trauer, director of Petlove.

As a result of the optimizations in digital channels, customer adoption also increased. When compared to the period before the solution implementation, the pet ecosystem recorded a growth of 220% in monthly active engagements and 90% in receptive engagements. To meet the growing demand, Petlove increased the number of internal platform users by 300%.

“Brazilians really like WhatsApp support, it’s a channel that has been popular for a long time. Therefore, providing support on this channel makes the relationship with our customers closer and more convenient,” emphasized Murillo.

Operation Optimizations

In addition to customer service, Petlove achieved significant benefits in its health plans operation by centralizing its contacts in Zenvia. Among them is the possibility of having access to customized dashboards about all active and passive contacts made by the team. With this, the company’s team can have even more context about what can be improved and what is working well.

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