CuidaMiMascota is the home of the largest community of pet lovers in Mexico. Founded in 2015, the business brings together a range of vital pet services in a single, easy-to-use website.
Developed as a super app for pets, CuidaMiMascota offers e-commerce for pets, as well as pet boarding inspired by Airbnb, dog walking like Uber, and online pet medical services.
The problem with scaling customer communications
Customer expectations are always evolving. Nowadays, as CuidaMiMascota, realised, a standardised approach to customer experiences is no longer adequate.
Personalising the experiences of its users and their pets is key to the community’s success. That’s why it was important for customers to be able to connect with customer care via their preferred contact method.
The popularity of WhatsApp made the platform an obvious choice. However, as the business grew, the limitations of WhatsApp and WhatsApp Business became clearer.
Preventing the business from being able to chat freely with more than one customer at a time using a single phone number created issues as the team and its customer base grew.
How Zoko boosted communicating capabilities
That changed as soon as the team at CuidaMiMascota found Zoko. Utilising WhatsApp APIs, it allows the growing online business to manage multiple customer interactions - simultaneously - through a single support number.
Zoko’s chat feature ensures CuidaMiMascota customers benefit from seamless, personalised experiences, while enhancing the business’ ability to chat with lots of customers at the same time.
If a customer query needs to be assigned to another agent, for example, there is no need to redirect the customer to another phone number or chat box.
Zoko's private notes feature enables the CuidaMiMascota team to add notes- visible only to CuidaMiMascota team members. It allows agents to record details of customer conversations - ensuring colleagues are aware of issues ahead of call reassignment.
Another feature driving efficiency and saving time for CuidaMiMascota is the ability to create, save and share quick responses to common customer queries.
Zoko's chat analytics feature supports this further: by helping CuidaMiMascota’s management better understand performance and identify areas in need of improvement.
Why brands should use WhatsApp for customer interactions
The new focus is to differentiate your brand from others by offering total customer experience over price and product. Nearly 96% of customers interviewed reveal customer experience is their prime motivator when choosing the companies to support. Besides, 86% of buyers note that they would pay more for a better customer experience, according to PWC. This means that customer service teams need to identify and respond to customer expectations, determine potential issues and resolve them before turning them into significant complaints.
A one-size-fits-all or standardized approach to customer care no longer seems adequate. Apart from demanding friendly service, today's customers expect and appreciate a personalized response that reduces any friction or situational stress.
As a business, you need to anticipate customer needs early and offer highly personalized service based on the individual needs and preferences of the customer.