Virtual Assistant for Subscriptions and Pet-Care Questions at a DTC Pet Supplies Retailer
Let's Connect
Problem
Support tickets outpacing headcount
A DTC pet supplies retailer with 15 regional stores and a fast-growing autoship subscription programme was buried in support tickets. Roughly two-thirds of contacts were routine — delivery dates, skipping a shipment, swapping food sizes — yet each one queued for hours in a shared inbox. Peak-season response times stretched past a day, and subscription pauses quietly turned into cancellations.
Solution
Subscription-aware virtual assistant
We built a virtual assistant embedded in the website and mobile app, connected directly to the retailer's order, subscription and product systems. Customers reschedule or skip autoship deliveries, track orders, and get answers to common feeding and pet-care questions drawn from an approved knowledge base, with full-context handover to a human agent for anything sensitive or health-related.
Measurable Impact
What changed after launch
62% of routine support enquiries resolved end-to-end by the assistant within 3 months
First-response time for human-handled tickets cut from 9 hours to under 45 minutes
Subscription cancellations fell 17% as customers switched to skipping or rescheduling deliveries
CSAT on assistant-handled conversations averaged 4.5 out of 5 across 30,000+ chats
Tech & Tools Used
What powered the build
Ready to Build your Pet Retail & E-Commerce Business with Chatbots & Virtual Assistants
Ask Byte
Ask Byte
Typically replies instantly
just Now
Hi! I'm OrganByte's assistant. How can I help you today?
AI-generated content may be incorrect
