Rocketo's mission is to create the best dehydrated-raw dog food in the world that is ethically wild-sourced, low in carb, sustainable and vet approved.
Their founder, Arunas Matacius, came to Strategy Hand early in 2020 to ensure they had the expertise and a growth plan in place for customer service early on in the companies growth stage. They needed to cover UK and European hours of support and importantly social media early on.
Thanks to the expertise of Strategy Hand and forward-thinking of Rocketo, the introduction of outbound calls to welcome new customers onboard, plus a social media aggregator tool to manage all aspects of social media enabled Strategy Hand staff to provide leading customer service in many channels for the Lithuanian based company.
After one year of SH supporting, Rocketo has seen a 15% decrease in subscription abandon rates when compared against customers that did not receive a proactive call. By understanding consumer and web demand in detail, the resource needed for social media response can be directed at the peak periods, ensuring that customers are served best and the customers overall wait time has reduced to an average of only 35 mins for an initial reply on FB and Insta.
What's more, Rocketo has and can take advantage of the instant-on or off service at Strategy Hand and divert contacts ad-hoc and ensure that the customer receives the best attention at all times, should it be needed. Strategy Hand has proudly handed the project back to Rocketo in-house to scale and grow internally. Proof that the company is proud to support and hand back control to the client and still see this as a sign of success. Not everyone needs or has our services in perpetuity.
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Strategy Hand Ltd, Office 115, Brickfields, 37 Cremer Street, London, E2 8HD