Wag! partnered with Solvvy to implement a solution that would intuitively and quickly provide Pet Parents and Pet Caregivers with the education they needed – empowering them to use key features and helping them resolve issues quickly without contacting customer support. Built into the native Wag! app, Solvvy provides a seamless customer experience that doesn’t feel like customers are bouncing from one app or platform to another. “In some apps, customers might start in one place with a certain experience, then get transferred to another bot that feels and looks like something different.” Cane said. “We want this to feel like a consistent experience. And with Solvvy, we were definitely able to do that.”
With Solvvy, Wag! knew they were embracing an added level of customer support that wouldn’t make Pet Parents and Pet Caregivers feel like they were interacting with an unintelligent, non-personalized chatbot. Solvvy’s personalized approach means it first identifies whether a user is a Pet Parent or Pet Caregiver before guiding them to the appropriate answer based on their inquiry. This allows Wag! to deliver 2 (or more) responses to the exact same question results depending on the attributes of the customer that’s asking.
By adding Solvvy, Wag! quickly went from no self-service option at all to a combined average self-service rate of 44% – in other words, nearly half of the questions that would have gone to Wag’s support team previously are now being effectively handled by Solvvy. The ease of Solvvy has proven effective for both Wag! users and the company’s support team alike. “Nearly half of the issues that we had, Solvvy has taken the brunt of them and is putting the answers back in the Pet Parents’ and Caregivers’ hands,” Cane said, “and that is exactly what they want. Our customers are busy people and Solvvy shares the right information with them directly, so the problem is solved in a matter of seconds, and they can go about their day.”