Healthy growth for healthy dogs

Healthy growth for healthy dogs

74%

74%

of Return Questions fully automated

11

Cancel subscription types automated

40

hours/week saved through one automation

About

Pure Pet Food is a fast-growing dog food subscription company focusing on providing healthy dog food free from preservatives. Founded in 2013, Pure Pet Food has delivered over 41m meals to its customers, and their dogs.

Scaling for hypergrowth

Scaling for hypergrowth

Pure Pet Food is growing fast, and faces a very common problem: how do you maintain excellent customer service as you grow without massively increasing headcount? And how do you manage requests to cancel orders? The answer: using AI to take on much of that work.

11 different automations for cancel order requests

11 different automations for cancel order requests
11 different automations for cancel order requests

Managing a huge increase in customers with the same headcount

Managing a huge increase in customers with the same headcount
Managing a huge increase in customers with the same headcount

Integrated into Dixa and a custom subscription tool

Integrated into Dixa and a custom subscription tool
Integrated into Dixa and a custom subscription tool

The Challenge

Pure Pet Food was looking into the future and thinking about the large size of team that would be needed when it becomes a £100 million brand. On top of that, as a subscription brand in a competitive market, every customer touchpoint had added importance, so the company was looking at how to serve customers outside of working hours. On top of this, the team were looking at ways that they could handle requests to cancel subscriptions and deal with the other low-hanging fruit within customer tickets. Enter DigitalGenius.

Solutions & Results

Automating cancel subscriptions

DigitalGenius’s AI detects 11 different reasons why a customer may want to cancel their subscription, including cost, their pets not liking the food, or even their pet passing away. This secondary layer of AI allows different generative AI workflows to be triggered, based on the nuance in the message.

Investing in the team

To ensure their team is the best of the best, Pure Pet Food are sending agents on courses to learn more about dog nutrition. This is only possible because DigitalGenius is helping handle enquiries round the clock.

Reduced response time

Before implementing AI, it took Pure Pet Food between 24-36 hours to respond to queries. Now it takes on average around 9 hours, and has managed a huge increase in customers with the same headcount.

One automation saves 40 hours

When a payment method fails, eventually the customer service team may need to contact the customer. Based on the volume of these messages in a week, and the time it takes an agent to perform them, one automation from DigitalGenius has saved Pure Pet Food 40 man hours a week.

“We’re able to handle a large growth of customers without increasing headcount, while providing excellent customer service around the clock. The responses we get from DigitalGenius on the use cases are just as good as the responses from agents would be, and are helping our team focus on the cases where they can have the most impact.”

Peter Freeman

Head of Customer Experience

“We’re able to handle a large growth of customers without increasing headcount, while providing excellent customer service around the clock. The responses we get from DigitalGenius on the use cases are just as good as the responses from agents would be, and are helping our team focus on the cases where they can have the most impact.”

Peter Freeman

Head of Customer Experience

“We’re able to handle a large growth of customers without increasing headcount, while providing excellent customer service around the clock. The responses we get from DigitalGenius on the use cases are just as good as the responses from agents would be, and are helping our team focus on the cases where they can have the most impact.”

Peter Freeman

Head of Customer Experience

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