Case Study: Vet Products Direct achieves increased online revenue and customer satisfaction with WhosOn live chat

Vet Products Direct - Customer Case Study

Vet Products Direct, a multinational retail supplier with thousands of SKUs across multiple ranges, needed a globally accessible communication channel to drive online revenue, improve customer support and deliver actionable customer analytics. The business had been overly reliant on time-consuming phone calls, which limited productivity and hindered timely support for international customers.

Parker Software’s WhosOn live chat — including callback and messaging features — was implemented with in-built analytics and proactive chat rules so agents could spot hesitations, invite shoppers at the right moments and capture out-of-hours or international enquiries. The result was higher customer satisfaction, improved first-contact resolution, increased online revenue and greater agent productivity, with a marked reduction in long telephone interactions.

Vet Products Direct

Sarah Gallagher

Marketing Manager (Vet Products Direct & Our Pet Pharmacy)