Chewy - Customer Service Department of the Year
Company: Chewy, Dania Beach, FL
Company Description: Chewy is the largest online pet retailer offering the best selection of pet food and supplies with the convenience of home delivery. Chewy is setting a new standard for customer service by offering 24/7 phone, chat, email and social support and surprising and delighting customers every day.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Retail
Nomination Title: Chewy
Tell the story about what this nominated department achieved since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Chewy strives to deliver a “wow” experience with each customer interaction, that’s why our super-human team of Chewtopians are available for pet parents 24/7, 365 days of the year, even on Christmas. Our team of 415 Chewtopians service over 3 million customers, taking in an average of 7,000 calls per day (up 154% since January 2015). Pet parents have the convenience of calling, live chatting, emailing or using social media to communicate to our team of pet experts. Agents answer all phone calls within 4 seconds (which is a 42% decrease in wait time since January 2015), respond to live chats within 6 seconds and candidly respond to and resolve all emails within 20 minutes. Social Media channels are just as fast, with responses averaging under 5 minutes on Facebook, Instagram, Twitter, and You Tube. When customers contact Chewy they will spend their entire conversation speaking with only one agent. Agents are trained to take care of our pet parents from start to finish without escalation.
Customers love to chat about their animals and Chewtopians are encouraged to engage in conversation with every customer, without a time limit. Call times average 5 minutes and the longest daily call is about 2 hours. Our longest call record is 7 hours and 55 minutes.
Chewy sends every new customer a hand written “Greetings From Florida” postcard after they place their first order. Many customers love to email us photos or share photos of their dogs, cats, critters, reptiles or fish on Facebook. We send those photos to our team of portrait artists and surprise customers with 700 personalized oil paintings weekly. In 2016, Chewy sent 2 million holiday cards to customers wishing them a Happy Holiday, up from 500,000 cards the prior year. In the unfortunate event we have a customer whose pet has passed, Chewtopians are empowered to send a bouquet of flowers to their home. Delivering the “wow” experience is one of the reasons Chewy has over 260,000 5-star reviews on Google.
Chewy believes that working in a positive environment creates a cheerful experience for customers as well as our team members. We strive to create an environment for agents that encourages positivity and internal growth and development. Chewtopians complete a three week intensive training course to create independent thinkers who are empowered to go above and beyond for each customer.
Chewy teaches not only pet and brand knowledge, but new ways of delivering information, and how to encourage positivity. A mentor program, equipped with senior representatives, is available to help Chewtopians that are feeling challenged in specific situations. We partner Chewtopians with mentors until they are 100% independent. Ongoing developmental workshop are provided for Chewtopians and covers a range of topics including office etiquette, how to control your call, excel for beginners and even how to change a tire! Trainers listen to what the team wants and creates a workshop.
Chewy works hard to ensure the safety of our customer information and has a dedicated Fraud Prevention Team that reviews orders that have suspicious activity. Our attention to detail is one of the reasons the current chargeback rate is .02%, which is well below the industry standard of 1%.
Fifty of the most elite Chewtopians are selected to become Brand Ambassadors. Brand Ambassadors attend two trainings per week to learn about products available on the website. In addition to manufacturer trainings, Chewtopians are required to review educational materials and take assessment quizzes weekly. These intensive trainings make our Chewtopians experts on all of the products available and better able to assist customers with expert recommendations.
The ability for this team to deliver an unmatched customer experience is no small feat considering call volume has gone up 154% since January 2015.