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The challenge: scaling service while keeping humanized care and operational efficiency
The big challenge was structuring an operation able to handle pet owners' questions, bookings and support quickly, without losing the closeness and care that are essential in animal health, with:
Channel centralization
The need to unify contact with customers in a single place.
Flow organization
Ensuring triage and frequent questions could be solved quickly before human routing.
Metrics and visibility
Getting clear data on response time, ticket volume and the efficiency of each journey step.
The solution: intelligence, automation and humanized service with Huggy
To solve these bottlenecks, Pet Unio adopted Huggy as its central customer relationship platform.
The strategy was built on the 3 Service Layers methodology (Automated, Intelligent and Human):
Automated layer (Triage and quick replies)
Chatbots and automated flows for frequent questions, booking appointments and qualifying first contacts.
Intelligent layer (Routing and data)
Automatic routing of tickets to the right areas (support, sales or medical service), with integrated customer history.
Human layer (Specialized care)
The service team takes over the contact with the full conversation context, ensuring an agile, empathetic and highly personalized approach.
Real impact: agility, satisfaction and efficiency at scale
With the Huggy platform built into Pet Unio's routine, the results in service management and customer experience were immediate:
📉 Lower Average Waiting Time (AWT)
instant first replies thanks to the automated flows.
📈 Higher first contact resolution
efficient triage solved most questions automatically.
🎯 Greater team productivity
agents focused on the most complex cases, optimizing operational time.
📊 Full data visibility
real time reports for strategic decision making by management.
Customer testimonials
Huggy brought us the structure and clarity we needed to scale Pet Unio's service without giving up the quality and care that are our trademark.
How easy it is to create and adjust service flows on the platform transformed our operation. We gained day-to-day agility and full control over our conversion and support metrics.
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