Customer Care
What it is
DocuPet's Customer Care Team is comprised of highly skilled and informed individuals whose number one priority is the satisfaction of your pet owners. Customer support is available for over-the-phone license sales, general public inquiries, account or shipment questions, and for questions related to the use of the online licensing system. We provide customer support in both English and Spanish. Through the use of a moderncall center support tool, our Customer Care manages and coordinates a high volume of inquiries every day.
Why we made it
As much as we love our furry four-legged friends, we love pet owners, too. As such, success for our Customer Care is measured through customer satisfaction. We know our team can be pivotal in ensuring that your pet owners' interactions with licensing are well-informed and can help foster a more positive perception of pet licensing in your community.
What we can offer:
90% or better customer satisfaction
- All pet owners are given the opportunity to review their experience with us, and we're proud of the results we have achieved.
- Our team will take the time to ensure your pet owners are treated with respect and are fully equipped with all they need to know about your local licensing program.
Inquiry tracking and reporting
- Every inquiry is managed through a robust call center software that keeps a log of every call and associated details.
- Metrics are available for reporting include Customer Satisfaction, Call Wait Time/Duration and Email First Response Time.
Accessibility and support tools
- Customer Care agents are available from 9am through 8pm EST and are standing by for both English and Spanish inquiries via call, email and live online chat.
- A robust online HelpDesk that includes FAQs and helpful how-tos is only one click away for pet owners who prefer to self-serve their support.
