Nom Nom perfect personalization at pace with Miuros

"A centralized hub for accurate information. I'm able to look at so many different things so quickly". 

Cory Osiborski Senior Manager Customer Experience

Nom Nom

Nom Nom is a pet health company that offers fresh, human-grade food, crafted by a board certified veterinary nutritionist™ to be optimal for most dogs and cats.

Since they offer a best-in-class premium product, their customer support has to follow suit. With that in mind, Nom Nom tries to be exceptionally personal; they view every interaction as a chance to further develop a relationship with a customer.

The Challenge

Finding the balance between speed and personalization 

Rewinding to early 2019, the Nom Nom Customer Experience team had 4 members of leadership, and only 6 agents. There was a certain imbalance before Cory Osiborski arrived, brought in to be the new manager of a team that needed to be scaled.  

At this moment in time, discussions were already taking place between Nom Nom and Miuros; it seemed like Miuros had the answers to the big questions being asked.

The first was, ‘how reliable is our data?’. Cory remembers what it was like before Miuros: 

Every time that we ran numbers, they would come out different. There was such a lag, it was never in real time. My old trainer was great with Zendesk but still, every time we were trying to pull members, it was always a little bit off, which just makes me crazy.

Cory Osiborski Senior Manager Customer Experience

He wanted an analytical solution that could deliver all of the standard customer experience metrics - with consistency, and in real time - but with additional firepower. The other key question that was being asked was ‘how is our template usage affecting our Customer Satisfaction (CSAT)?’. 

Finding the balance between speed and personalization - whilst delivering exceptional customer service - was a must. Because they use a lot of templates, they needed to find a way to analyze each one to see how personalization was affecting key metrics and to consistently delight their customers. The perfect balance: personalized care, delivered at pace.

The Solution

Read the full case study here

Headquarters

Nashville, Tennessee

Agents

24

Suite of products

Review
Insights
Assist

Customer Since

2019

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