Making customer service a top priority isn’t easy for most retailers. Valley Pets of California’s Santa Ynez Valley takes pride in being the best resource in the community for all things pet-related. The store provides pet owners with the highest quality food and products at great value, as well as a wealth of helpful information. But keeping up with increasing customer requests both in-store and over the phone and the Web became a challenge for its employees.
Valley Pets turned to Verizon to help manage its thriving business. “We carry top quality products and offer services such as grooming and consultations with pet owners and we even run our own blog,” said store owner Matt Snyder. “At the same time, we are challenged with delivering top-notch customer service.”
“We needed a way to help our employees cater to our clientele while keeping up with other demands of their jobs,” Snyder added.
Working with Verizon, Valley Pets decided on the technology company’s cloud-based feature-rich Virtual Communications Express service, designed to deliver high functionality to small-to-medium-sized businesses. This plug-n-play solution was simple to set up and administer. It could be easily integrated into Valley Pets’ existing IT system, thereby avoiding complicated system changes and disruptions to its business. The new service’s built-in auto attendant feature swiftly routes incoming calls to the correct employee or to information about store operating hours, helping reduce caller wait times. Calls are routed to staff members based on their expertise enabling them to spend more time assisting customers in the store.
In addition, the new technology solution helped employees better collaborate and communicate increasing productivity and efficiency.
Making the service even more valuable to Snyder was its simple Web interface that allows for intuitive management of the system. It helped Valley Pets better serve clients in the store and over the phone and the Web.
“With this solution, we have taken my store to a whole new level that surpasses my competitors. We couldn’t be more pleased with the outcome,” added Snyder.
