Read how Sutherland used a collaborative digital strategy to help a large American pet health and wellness company create a seamless social customer experience & increase community user growth.
Project Overview
Our client is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. Across international offices, the company 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.
Integral to the company’s leading-edge support system is the company’s engaged social presence, as more customers turn to its online communities for support.
With Sutherland, a collaborative digital strategy redefined the company’s support capabilities, while providing an intuitive monitoring tool designed to create a seamless social customer experience.
Community User Growth
Net Social Sentiment Prior to Positive Engagement
Net Social Sentiment Prior to Negative Engagement
Positive Following Engagement
Negative Following Engagement
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Services
Content Services, Digital CX, Business Process as a Service, Business Operations
Industry
Retail and Consumer Packaged Goods
