We increased Crumb’s customer satisfaction to 90%+
Crumb.pet has had tremendous growth each year which means increased customer support needs. Customers in the UK, North America & Australia now get 24/7 live chat support and email support.
WE MET AND BEAT THEIR EXPECTATIONS IN JUST 1 Week
92%
Customer satisfaction score across all countries
4
Dedicated agents to cover 24 hours a day, 7 days a week
400+
Interactions per dayacross live chat and email
Crumb.pet
Crumb.pet is a fast-growing pet technology company on a mission to bring lost pets home safely. Through their innovative smart tags powered by QR technology, Crumb.pet helps pet parents stay connected with their furry companions,no matter where they are.
Each Crumb tag links to a secure online pet profile, allowing anyone who finds a lost pet to instantly access contact details, medical information, and emergency instructions. Features like real-time location alerts, custom notifications to nearby vets and shelters, and easy profile updates give pet owners peace of mind and increase the chances of a happy reunion.
Crumb.pet’s services are trusted by thousands of pet parents across the UK, Australia, and North America, where they continue to grow a loyal customer base driven by care, convenience, and technology. As they expand globally, Crumb.pet remains focused on innovation and delivering reliable, pet-first solutions that truly make a difference.
Challenge
Managing 800+ weekly chats and 2000+ emails with a team of 4, 24 hours a day, 7 days a week
Crumb.pet’s rapid expansion across the UK, Australia, and North America brought an exciting wave of growth, but also new customer experience challenges. With a rising volume of sales and thousands of pet owners depending on their smart tag technology, support inquiries began to increase at an overwhelming pace.
As their user base grew, so did the need for a dedicated, responsive customer service team. Crumb.pet recognized that maintaining customer satisfaction and trust required a 24/7 support presence. But building an in-house team that could operate across multiple time zones was not only logistically demanding, it also came with high overhead costs.
To keep up with their growth and continue delivering a top-tier support experience, Crumb.pet needed a flexible and scalable solution. That’s when they partnered with AcceleraOps. We stepped in and seamlessly onboarded experienced customer support agents—expanding their team quickly and efficiently to match their rising support needs.
With our help, Crumb.pet was able to scale their support operations without compromising on quality or speed.
When your internal team isn’t able to handle the growing volume, isn’t able to deliver the customer satisfaction you’re looking to deliver, or needs a helping hand increasing support hours, that’s where we step in.
Solution
4 dedicated agents, 24/7 coverage for all continents
AcceleraOps partnered with Crumb.pet to deliver comprehensive customer support solutions, effectively addressing their challenges:
- 24/7 Customer Support: We implemented a dedicated team to handle customer inquiries via email and live chat, ensuring pet owners received timely assistance at any hour.
- Cost Efficiency: By outsourcing their customer support to AcceleraOps, Crumb.pet significantly reduced the expenses associated with hiring and training an in-house team, allowing them to allocate resources to other critical areas of their business.
- Scalability: Our flexible support model allowed Crumb.pet to seamlessly scale operations during peak periods, such as product launches or promotional events, without compromising service quality.
- Enhanced Customer Experience: With our trained professionals managing customer interactions, Crumb.pet experienced improved response times and customer satisfaction, reinforcing their brand reputation.
They made the switch over to AcceleraOps so that they could achieve 24/7 live chat and email support across all their brands with the goals of lowering costs and increasing customer satisfaction.
Our solution was simple, 4 dedicated support agents. These agents are equipped to handle multiple forms of text-based support such as live chat and email channels. We split up the team of 4 into 3 shifts of 8 hours per day to offer that full 24-hour coverage Crumb was looking for.
During the peak shift, we have an extra agent to help with the email load specifically, which allows us to have superhuman fast responses across both live chat and email.
This freed up the time of Crumb’s internal team to focus their efforts elsewhere without sacrificing the quality of the support their customers demanded. Faster response times meant more happy customers. This alone leads to a great boost in customer satisfaction!
Results
From 76% customer satisfaction to 90%+ in just few weeks of working with AcceleraOps
With AcceleraOps, Crumb.pet significantly improved its customer support operations, reducing response times and enhancing overall customer satisfaction. Prior to our involvement, Crumb.pet had limited customer service hours and struggled to meet the increasing volume of inquiries. By implementing 24/7 support across multiple channels, including email and live chat, we increased their support coverage, allowing them to cater to customers worldwide, including those in the UK, Australia, and North America.
In just a few weeks, we were able to boost Crumb.pet’s customer satisfaction score to 90%. As we continued to refine the support process, we consistently maintained customer satisfaction levels above 90% within two months. Now, with AcceleraOps handling their customer service operations, Crumb.pet benefits from scalable support that adapts to the growing needs of their expanding customer base. We’re proud to have helped Crumb.pet offer 24/7 support while significantly reducing operational costs, giving them the ability to focus on their core business.
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Real People. Real Results.
See how partnering with AcceleraOps has led to tangible, impactful outcomes. Build your own success story with us. View the case studies below!
Last Year, 519 Clients Outsourced to Us and Were Satisfied
Today, it’s your turn
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Our Services
OUR ONBOARDING PROCESS
Get started as soon as this week
Define your needs
Let us know about your needs, current customer support operations, and current support volume and we’ll put together the perfect team.
Get a quote
In as little as one email or call, we can generate a quote for you and your team to evaluate. This will be all-inclusive, there is nothing more to pay.
Approve quote
Your team approves the quote. Start date for the first training session is locked in and the best available agents are assigned for onboarding.
Onboarding
Meeting with our operations manager, supervisor, and assigned agents to learn the day-to-day work. We’ll ask questions, you can too.
Training
We become masters of your business. Agents will train for 2-7 days on average. Complex SaaS can take anywhere from 14-28 days of training.
Go live!
After we’ve completed the training, we go live handling your customer service. Continuous internal QA makes sure we’re on top of our game daily.
Frequently Asked Questions (FAQs)
Can HiredSupport handle high volumes of customer inquiries?
Absolutely! Our scalable solutions are designed to manage any volume of inquiries, ensuring no customer is left behind.
Will my customers notice they're talking to an outsourced team?
Nope! Our agents are trained to seamlessly blend into your brand, providing a consistent and personalized customer experience.
How quickly can HiredSupport start supporting my customers?
We’re ready to jump in fast. Our teams can start enhancing your customer support within just a few days of onboarding.
Can I monitor the performance of the outsourced customer support?
Definitely. We provide regular, detailed reports on key performance indicators, so you can track our impact every step of the way.
