How We Helped a Pet Tech Company's CX Achieve 96% Acceptance
Discover how Horatio scaled a leading smart pet tech brand's omnichannel support, boosting acceptance rates from 86% to 96% while maintaining 90%+ QA scores
A leading brand that combines smart home tech with pet care by offering premium and automated hardware with an app that tracks pet weight, behavior and health metrics.
The Challenge
The primary operational challenges focused on optimizing the overall Acceptance Rate by mitigating internal inefficiencies related to queue timeouts and interaction rejections. Additionally, team adherence needed a structured framework to maintain service stability and prevent spikes in queue waiting times.
Horatio's Solution
Horatio rolled out a targeted plan to fix the root by focusing on four key areas:
- Daily Team Alignment: Held daily pre-shift meetings to track progress, paired with hourly Slack/Teams updates, individual shout-outs, and live floor coaching from Team Leads.
- Targeted 1:1 Coaching: Paired QA with Team Leads to run focused 1:1 sessions for agents struggling most with wrap-up and handle times.
- Performance Management: Put clear Performance Improvement Plans (PIPs) and daily metric reviews in place to give underperforming agents a structured path to speed up.
- Smart QA Calibration: Used recent QA insights to coach teams on shipping rules and faster troubleshooting for busy queues, while reinforcing empathy and speed where performance lagged.
Partnership Evolution
The partnership with the client has grown from a 9-member email team into a robust compliance and efficiency engine across all live channels. The team has scaled significantly to support this expansion:
- Leadership & Analytics: 1 Ops Manager, 1 QA Manager, 5 Team Leads, 2 RTAs, and 1 Data Analyst III.
- Quality & Training: 5 QA Specialists and 2 Training Specialists.
- Frontline Support: 48 English Associates, 2 French Associates, and 1 German Associate.
Horatio now manages the majority of the client’s support volume, handling 75% of chats, 60% of emails, and 44% of phone calls last quarter. By combining this high volume with data tracking, the team has built an efficient, accountable operation capable of managing technical support at scale.
Business Impact
Let's discuss what the company achieved after partnering with Horatio:
After partnering with Horatio
Climbed steadily month-over-month: April (86%) → July (96%).
Cutting rejections and timeouts sped up response times and reduced client escalations.
Maintained strong QA scores across top volume drivers, including 90.46% for Litter-Robot 4 and a 90.32% FCR for Litter-Robot 5 technical issues.
Targeted coaching and PIPs reduced wrap-up times, maximizing agent productivity without adding extra headcount.
Why It Matters
Horatio has transformed the client’s customer support from a reactive operational challenge into a high-performing, scalable competitive advantage. It has provided the operational discipline, accountability, and data insights needed to protect the client’s brand reputation and elevate customer satisfaction at scale.
