“Kindness and courtesy are at the root of a positive customer service experience.”
– Shep Hyken, Customer Service Expert
This seems to be the mantra behind the success of Chewy.com’s customer service. What with all the positive feedback this online store has been generating, it’s no wonder that it leads the pack of pet food online sellers in the US. Here are some of the reasons why Chewy.com has endeared itself to millions of pet lovers.
Real live agents
A major turnoff for many customers is when they dial the number and an automated message greets them at the other end of the line, only to be instructed to press some numbers to talk to, presumably, a live agent. This isn’t the case with Chewy.com. Real live agents have to answer the call within five seconds. Plus, there’s no time limits on calls until customer concern has been addressed.
This boils down to being courteous to your customers. They’ve bought something from your shop, the least you can do is have someone live to talk to them to address whatever concern they may have.
Show of genuine concern
Speaking of addressing concerns, Chewy.com not only has real live agents to handle calls but email support agents too. Read how Chewy.com handled an online complaint from a customer via email. This goes to show how Chewy.com values customer service so much that they go the extra mile to achieve customer loyalty and satisfaction.
Chewy.com’s agents actually try to give the accurate information needed by the customers. As a matter of fact, they call Addiction Foods so they can provide the right information needed by the customers who bought Addiction pet food products.
If Chewy.com works directly with Addiction, they might be doing the same with other pet food brands to address product concerns customers may have with what they have purchased online. Keeping an open line with their customers, Chewy.com displays their readiness, willingness, and ability to help them.
Keeping it personal
Chewy.com does a terrific job at customer care by giving it a personal touch at the onset. But they go further even for customers who will not be buying from anymore, like when a pet owner loses his pet of 17 years. Chewy.com sent a bouquet of flowers and a handwritten note of condolences. Such act merited a shout out from the pet owner, sharing the extraordinary experience in Facebook and in a podcast.
Chewy.com not only sends out hand-painted pictures of pets who passed on and personalized notes of sympathy to their pet owners, but also handwritten birthday cards to your pets, and even Christmas cards.
Sharing the same principles
Chewy.com’s commitment to pets and their pet owners by going the extra mile is totally aligned with what Addiction Foods ideals of going further for pets. We have searched high and low and settled on the cleanest place on earth to bring the best pet food to your pets—New Zealand.
We have prioritized your pet’s wellbeing from the start, having included taurine—a vital amino acid that helps prevent dilated cardiomyopathy (DCM)—in our pet food. Our grain-free pet food products have nourished countless dogs and cats to their pet owners’ satisfaction. We’re proud to have Chewy.com as our partner in our commitment to go further for pets…together.
Addiction Foods pet foods are available from your local store.