Atlantic Pet Products
Atlantic Pet Products, a leading pet care brand, fetched faster support and purrrfect CX with Certainly’s AI-powered platform, no extra paws needed.
No extra paws, just smarter support
Atlantic Pet Products was feeling the strain of too many support queries and not enough paws on deck. By teaming up with Certainly, they unleashed an AI-powered solution that now handles the ruff stuff—giving their team more time for meaningful conversations and their customers a faster, fur-tastic experience. With no need to grow the pack, they’ve found a way to scale support without chasing their tail.
Here’s what they’ve achieved so far:
How’d they do it? Follow the pawprints below…
About Atlantic Pet Products
Since 2009, Atlantic Pet Products has been on a tail-wagging mission: keeping pets purring and pups thriving without sending their humans into a financial fetch frenzy. With vet-recommended treatments for dogs and cats at prices that won’t bite, Atlantic Pet Products became a trusted name for savvy pet parents. But as the pack grew, so did the support demands... and that’s when things got pawsitively interesting. 🐾
Bonnie, their eCommerce Manager, faced mounting pressures from high volumes of repetitive customer inquiries. "Questions like 'Where's my order?' or 'How can I update my shipping address?' created significant backlogs," she explains. "Our team was spending valuable time on tasks that could be automated, slowing our response to more complex issues."
After experimenting with a basic chatbot that showed promise but lacked conversational abilities and multilingual support, Atlantic Pet Products knew they needed a more sophisticated solution. "We wanted something smarter, more responsive, without sacrificing the customer experience," she recalls.
Tail-Wagging Tech Teamwork
The implementation of Certainly's AI Agent transformed Atlantic Pet Products' customer service operations. Integrating seamlessly with their Gorgias help desk and BigCommerce platform, the rollout was smooth and straightforward. "Thanks to the Certainly team's hands-on support, we were up and running without disrupting existing workflows," Bonnie notes.
"Certainly enabled us to scale rapidly without expanding the team, delivering smarter support with zero added headcount."
Bonnie Williams, E-Commerce Manager at Atlantic Pet Products
Continuing to Raise the Woof on CX
The partnership between Atlantic Pet Products and Certainly continues to evolve. "Our experience with the Certainly team has been overwhelmingly pawsitive," Bonnie emphasises. "They've been proactive, responsive, and quick to resolve any issues, helping us get the most out of the AI Agent from day one."
Looking ahead, Atlantic Pet Products, envisions expanding self-service features around checkout and returns, allowing customers to update shipping addresses or initiate returns directly within the chat. "AI will become central to our support and sales strategy," she predicts. "We envision customers being able to track orders, ask questions, and complete purchases directly in chat, making their experience seamless and easy."