Chewy || Customer Service

 When it comes to a great company like Chewy, there is to wonder about the customer service of this business and if it is as attentive to customers as the ease of buying products from them is. This week, I will discuss the customer service Chewy offers.

To start, they have an established toll-free phone number that anyone can reach any time of the day, which is very useful for the customer to call to get assistance with any issue that may arise. Alongside this is an online chat; if an issue isn't as urgent, they are reachable via email! This type of customer service availability is simple for any generation making this an accessible form of contacting the company, which is very important to discuss. Making their customer service number 24/7 accessible to any person to contact at any time of the day is ultimately helpful for those who might not be as tech-savvy for email or messaging an online representative. Since their service or business is strictly online, this customer service is crucial for consumers. 

While this is important to take into account, it is also essential to discuss the compassion and empathy that their customer service agents have shown others in the past and that they continue to show and amplify on social media platforms by their customers. When an issue arises at Chewy, they take the high road in every situation to make it suitable for the buyer and the pet parent. An example is when they got a negative review of a purchased product. Chewy not only refunded the customer in total but also told the buyer to donate the leftover product. The pictured tweet isn't the only tweet of this happening, making it a recurring thing that Chewy does when something isn't met to the expectation of the pet or human. 

When discussing the other things Chewy does to stand out, they also send out birthday cards when it's the pets' birthday. This token of appreciation for the pets' birthday stands out to the customer because this makes the pet owner feel like an appreciated customer that the company would send out a birthday card for their pets. As someone who has gotten two birthday cards on behalf of my dachshund, I appreciate the sentiment and thought behind the card because it makes me feel valued that I chose their company to supply my pet's needs. Hence, getting this card shows appreciation and care to their customers. 

Another thing that Chewy does to show compassion for their pets' passing by sending flowers to the owners, but also sending over a pet portrait. These touches for those pet parents and flowers give the owners who had their beloved pet pass away a sense of sympathy from the company that helped them get their pet essentials. These gestures make Chewy stand out more to consumers since there is no visible competition for thinking of the customer in a way that Chewy does, further exceeding what a customer should expect from their pet supplies provider.