Solutions For a Loyal Companion
Project Overview
Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. Across international offices, Petco specializes in providing first-rate services for today’s pet parents. Part of that commitment to service is providing responsive social channels and a modernized support structure to address daily customer needs.
- Services
- Customer Engagement Transformation
- Industry
- Retail
Global Pawprint Employs
1K Partners
Across 1.5K Locations
Over
$1M
to Improve Animal Wellness
Thriving Social Media Presence
1M
International Followers
Integral to Petco’s leading-edge support system is the company’s engaged social presence, as more customers turn to online Petco communities for support.
With Sutherland, a collaborative digital strategy redefined Petco’s support capabilities,
while providing an intuitive monitoring tool designed to create a seamless social customer experience.
The Outcome
Since introducing the monitoring tool, new messages to Petco’s accounts are automatically imported into a CRM environment, ensuring no comment is missed and solidifying customer loyalty. By taking over the individual customer interactions, Sutherland is able to let Petco’s digital marketing team focus on what they do best: growing and engaging their fan base.
Community User Growth
Net Social Sentiment Prior to Engagement
Positive
Net Social Sentiment Prior to Engagement
Negative
Following Engagement
Positive
Following Engagement
Negative
30+ years of work.
For over 30 years, we’ve worked closely with organizations that care deeply about the customer experience, including 120+ of the Fortune 1000 and global leaders in almost every major industry.
Reimagined smart home customer support.
TOP 3 MEDIA & COMMUNICATIONS PROVIDER
