Case Study: Petco achieves faster social media customer support with Sutherland Global Services

Petco - Customer Case Study

The pet specialty retailer Petco faced a challenge as its growing social media fan base increasingly turned to platforms like Twitter and Facebook for customer support. Without a dedicated structure, their digital marketing team was overwhelmed, leading to slow response times that hindered community building efforts. Sutherland Global Services was engaged to address this issue.

Sutherland implemented a solution using a third-party online monitoring tool to automatically import social messages into a CRM, ensuring no comment was missed. They launched a dedicated moderation team and implemented best practices for engagement. This partnership resulted in response times within 10 minutes, zero posts going unseen for over 24 hours, and a 51.2% growth in the Petco community user base from 2014 to 2016. Sutherland's support allowed Petco's internal team to refocus on content and community growth.

Petco