Imagine a pet owner in North America anxiously waiting for their smart feeder to dispense food at midnight, only to find the device malfunctioning. When customer service responds slowly or communicates poorly, the damage to brand reputation can be irreversible.
The global pet economy is expanding at an unprecedented rate, projected to exceed $320 billion by 2025. Smart hardware serves as a key growth driver, yet the complex nature of "hardware + software + connectivity" presents unique challenges for pet brands expanding internationally—particularly in technical support.
The Growing Pains of a Market Leader
YP Company, founded in 2018, quickly rose to prominence as a leader in premium pet tech across North America and Europe with its IoT and AI-powered feeders, water fountains, and self-cleaning litter boxes. However, explosive user growth exposed critical limitations in traditional customer service models.
Three Critical Pain Points
- Inefficient Technical Support: Common issues like Wi-Fi connectivity failures or water flow problems often required multiple interactions with under-trained agents, leading to frustrated customers and increased churn.
- Nighttime Service Gaps: With peak inquiry hours coinciding with North American evenings—when domestic support teams were unavailable—delayed responses drove up complaint rates and damaged customer retention.
- Cultural Communication Barriers: Attempts to outsource English-language support resulted in stiff, culturally tone-deaf interactions that exacerbated user dissatisfaction.
A Strategic Solution from South America
To build a professional overseas support system, YP partnered with Callnovo's South American contact center, implementing a comprehensive solution that addressed all three challenges simultaneously.
The program deployed native English-speaking technical specialists with engineering backgrounds, operating in perfect sync with North American time zones for 24/7 coverage. These agents received intensive product training to independently resolve complex mechanical and software issues—from feeder jams to pump failures—without escalation.
Cultural competency training enabled natural, pet-owner-centric communication aligned with North American expectations. The team's deep understanding of regional pet care habits allowed them to provide reassurance during technical difficulties while efficiently guiding users through troubleshooting steps.
Transparent Operations Through Technology
Callnovo's global support platform provided YP with complete visibility into service operations, featuring:
- Real-time ticket countdown alerts to prevent overdue cases
- Automated compliance screening for regulated communications
- Quality assurance through call sampling and satisfaction tracking
Measurable Business Impact
Within three months, YP achieved dramatic service improvements:
- First-contact resolution rates jumped from 68% to 90%
- Customer satisfaction reached 95%
- Average call response time dropped to 15 seconds
- Nighttime coverage became comprehensive
These advancements transformed YP's customer service from a operational necessity into a strategic differentiator, directly contributing to brand loyalty and market expansion. The company has since extended the partnership to prepare for Latin American market entry, demonstrating the model's scalability across regions.