Pet food company

High level customer service for a pet food company

Written by:

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

98% CSAT

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.”