Tackling seasonal volume for the largest network of pet sitters and dog walkers

How Rover stabilized internal support staffing with intelligent automation

200,000
sitters throughout North America
24%
ticket volume reduction
40
person support team
75%
decrease in first response time

Executive Summary

Rover is the nation’s largest network of loving and trustworthy pet sitters and dog walkers.

“The impact was immediate. We saw self-service rates of 24% but the biggest impact was in first response times. Our first response time decreased from 23 hours to 6 hours.”

Morris Wong
Director of Customer Experience

Rover’s support team was struggling to keep up with seasonal ticket volume spikes. It decided to try Solvvy’s intelligent self-service platform with our 14-day free trial. The trial results were so impressive that Rover chose to partner with Solvvy and purchase the software.

In this case study, you will discover how Rover uses Solvvy to achieve incredible results including:

  • 24% reduction in contact form ticket volume
  • Decrease in average first response time from 23 hours to 6 hours
  • Stabilization of internal support staffing requirements

Managing seasonal ticket spikes during the holidays

Rover has 40 support reps handling 35K tickets per month. Its business is highly seasonal, with busy times during the summer and holiday season when people go on vacation and need someone to watch their dogs.

Quick implementation with immediate results

Rover moved forward with a free trial of Solvvy in November 2016 to keep up with Q4 ticket volume spikes. With a 20-minute phone call, Rover put Solvvy live in its contact form. After simply copy-and-pasting 2 lines of Javascript into its Zendesk Help Center, Solvvy was installed and immediately began answering customer questions. There were no technical skills required.

“It’s a no brainer to use Solvvy because there is a free trial with no upfront cost,” says Morris Wong, Director of Customer Experience at Rover.

Decreasing first response times by 75%

Rover immediately recognized benefits from Solvvy. The ticket volume on the contact form decreased by more than 20% overnight. But the biggest benefit was the decrease in average first response times. In December 2015, Rover had an average first response time of 23 hours. In December 2016, Rover decreased it to 6 hours. By self-servicing issues and getting resolutions to customers faster with Solvvy, Rover cut its average first response time by 75%.

You might also be interested in these stories
Solvvy reduced response times helping to boost CSAT scores and provide a better customer service experience overall.
Solvvy helped StASH keep up with support tickets without having to add to its team, which kept costs down
Solvvy provides speedy, accurate self-service so clients can immediately find the information they need and keep working.
Take Solvvy for a spin
Elevate your customer support with the power of AI. See what Solvvy AI support software can do for your business.