Written by:
High level customer service for a pet food company
Alisa Roskovshenko
Head of Operations Department
Case Study
Company Bio:
Our client, is a German pet food company and one of Europe’s leading digital platforms for premium pet nutrition. Through its portfolio of premium brands, the company offers high-quality food and pet care products via both direct-to-consumer and retail channels.
Services Provided: AI & Human Hybrid Customer Support, Omnichannel Automation,
Industry: Pet Care, Pet Food, E-Commerce
Support Model: AI-assisted, human-led customer support
HQ: Munich, Germany
Size: 500 employees
AI & Human Hybrid Customer Support
Omnichannel Automation
Multilingual Support (chat, email, calls, web, social)
Customized Technical Support
The Challenge:
Pexly was engaged by the health-tech company to support rapid expansion of their customer-facing operations while maintaining cost-efficiency and speed. This required building and managing multilingual support teams covering German, Dutch, and US English markets, while aligning with the client’s standards and workflows across different regions.
Finding a Premium German-Speaking Talent
Balancing Quality with Cost-Effectiveness
Securing a Versatile E-Commerce Specialist
The role required providing exceptional customer support to B2B clients, ensuring a premium customer experience that aligned with Alpha.Pet's brand standards.
Recruiting a top-tier candidate while working within a very competitive budget.
Finding a candidate experienced in the e-commerce industry who could confidently manage all customer communication channels: chats, emails, calls.
The Outcome:
Tailored Recruitment Process: Developed a comprehensive two-part assessment to evaluate candidates from multiple perspectives:
- Hard skills: e-commerce knowledge, customer support expertise, and multi-channel communication.
- Soft skills: empathy, professionalism, communication style, and ability to deliver a premium customer experience.
- Ultimately hiring a native German speaker with previous experience living in Austria, closely matching the client’s target customer profile.
Long-Term Retention Strategy: Implemented a loyalty bonus structure to increase employee engagement, improve retention, and ensure continuity in service quality.
Customer Support Quality Score
Customer Satisfaction
Productivity
Client Testimonial:
“Pexly enabled us to scale our operations quickly and cost-effectively across multiple markets without compromising quality. Their ability to ramp up teams, maintain strong performance standards, and adapt to our evolving needs has been key to supporting our growth.”
