Upland Software, a leader in cloud-based Enterprise Work Management software announced Pets at Home has deployed the Upland Rant & Rave 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 deploy Rant & Rave, with its real-time sentiment analysis capabilities, because of the platform’s simplicity. We ‘re able to easily and effectively issue short feedback requests to customers within 15 minutes of their case being closed in the call centre. Customer scores and comments are received instantaneously, allowing us to better handle customer issues in future,” said Stuart Livingston, Retail Operations Direct at Pets at Home.

Pets at Home is using the Rant & Rave Platform to proactively send quick, three question surveys to customers via SMS and Email. Using the cloud-based platform, Pets at Home are able to analyse customer sentiment to determine satisfaction levels, understand key concerns 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 interactions with 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 to use customer sentiment and insight beyond the call centre,” said Jed Alpert, SVP Customer Experience Management Solutions at Upland Software.

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