Upland Software, Inc., the cloud-based Enterprise Work Management software, has announced Pets at Home has deployed the Upland Rant & Rave Sentiment Engine and Customer First platform to increase efficiency of the contact centre and improve the overall customer experience.
Pets at Home identified challenges within the contact centre including high call wait times, call abandonment and increased customer churn rates, which directly impacted sales. The existing customer feedback model was broken and a more proactive messaging and feedback solution was needed to address the insights gaps which existed.
“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. 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,” said Stuart Livingstone, Retail Operations Direct at Pets at Home.
Pets at Home is using Upland Rant & Rave to proactively send short, three question surveys to customers via SMS and Email. Through the Sentiment Engine, Pets at Home 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, outside of the call centre.
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% decline in customers calling for that purpose, and freeing up contact centre agents’ time to deal with other customer needs.
“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. We’ve already made great progress with Pets at Home and are excited to further support their goals and ambitions to use customer sentiment and insight beyond the call centre,” said Jed Alpert, SVP Customer Experience Management Solutions at Upland Software.