Revitalizing Pet Care: Freshpet’s Innovative Approach to Customer Experience

The vibrant pet food industry is bustling with a multitude of brands, but what sets Freshpet apart lies in its unwavering commitment towards elevating the customer experience. As spotlighted in our July issue of CX Insight magazine, Execs In The Know dives deep into how Freshpet ensures its Pet Parents and beloved pets receive nothing less than the best.

Freshpet’s Director of Consumer Care, Lisa Diehl, underscores their dedication: At Freshpet, we are steadfastly devoted to providing high-quality meals that nourish our four-legged family members. Our commitment is to use wholesome ingredients that are gently cooked without preservatives - a process which locks in nutrients and mntns the freshness of the recipes.

Here’s how Freshpet integrates technology to enhance customer interactions while also embracing personalization:

• Freshpet leverages CRM syste track consumer engagement, facilitating the integration of various tools like Knowledge Databases, Social Community Tools, Bots, and Live Agent Chat.

Thepowered virtual assistant Scout plays a pivotal role in this strategy by swiftly addressing frequent queries, freeing up representatives to tackle more complex issues. In our quest for continuous improvement, Freshpet uses technology to collect consumer feedback across digital platforms, Lisa explns.

Here are some heartwarming stories from the realm of satisfied customers:

• One such tale features Abbya senior dog who was struggling with poor health but found a new lease on life thanks to Freshpet’s nutritious food. Abby's journey towards improved mobility and appetite is testament to how our products can turn lives around.

Sustnability remns at the core of their mission, too:

• All Freshpet manufacturing kitchens operate landfill-free, marking them as the first major pet food company with such a commitment. This initiative eliminates over 10,000 metric tons of carbon emissions annually.

By adoptingtechnologies, streamlining operations through digital transformation, and prioritizing sustnability initiatives, Freshpet is proving that innovation can indeed revitalize an entire industry segment.

As Lisa Diehl adds, Freshpet’s journey to elevate the customer experience doesn't stop here. We're continuously exploring new ways to bring joy and health to pet owners while mntning our commitment to quality.

Join us in Palm Springs for CRS this year as we celebrate innovation across all aspects of the CX landscape with industry leaders like Freshpet leading the charge.

Freshpet #CustomerExperience #PetFoodIndustry

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