Nourishing Pets, Building Relationships: Ollie Pets’ Journey

Ollie Pets is on a mission to help dogs live their best lives through fresh, human-grade nutrition. They offer premium fresh recipes and gently baked options, all AAFCO-compliant and suitable for any life stage. Their primary business model is direct-to-consumer, driven by subscriptions through their website. Supporting this mission is a dedicated customer experience (CX) team of approximately 50 individuals, with a core focus on retaining "pack members" and contributing to revenue growth through extras and internal sales. Ollie Pets views customer experience as a key differentiator, aiming to provide the best-rated support in their category.

Manual Methods Hinder Deeper Understanding

Before Level AI, Ollie Pets relied on Medallia Connect for quality assurance, with a single QA specialist manually reviewing 8 to 10 interactions per agent per month. While this provided a baseline for performance scorecards, it presented significant limitations. The biggest challenge was the manual effort required to analyze customer data for trends.

“We’ve been using Gladly to identify key topics and then integrating those insights with our internal data. However, when it comes to highlighting trends and patterns, this process is still extremely manual for my team and me.” - Benny, Contact Center Leader

Identifying spikes in issues, understanding customer sentiment around new products or price adjustments, and quantifying specific customer requests were all time-consuming and often qualitative processes. This lack of efficient insight meant that the CX team couldn't proactively address issues or effectively inform cross-functional teams, such as food science or product support.

Level AI's VOC and Auto QA Drive Comprehensive Coverage

Ollie Pets implemented Level AI’s Voice of the Customer (VOC) product to analyze customer data and identify trends. While Auto QA was a secondary interest, the comprehensive capabilities of Level AI ultimately led to its adoption. The implementation process, which included integration with Gladly, ultimately enabled Ollie Pets to achieve a blended approach to quality assurance. They now utilize Level AI's InstaScore for Auto QA alongside their manual QA efforts. This means their QA specialist continues to perform manual reviews, which are crucial for nuanced performance aspects, while also validating the Auto QA scores.

The worker platform within Level AI has been a game-changer, particularly for gaining cross-functional insights. This capability enables teams to quickly obtain answers to specific questions, such as customer sentiment on new products or pricing adjustments, with relevant examples of trends and even direct phone call recordings for added impact.

"I get a lot of questions cross-functionally. So, if someone on our food science team says, 'Hey, have we been hearing XYZ?' So I use workers to simply go in and ask, 'Hey, have we been hearing customers say XYZ?' And then trying to write the prompt in a way that it's gonna be most successful and then just feeling really confident with that." says Benny.

90% QA Coverage and Proactive Insights

The most significant impact of Level AI has been the dramatic increase in QA coverage, soaring from less than 1% of interactions to approximately 90%. This expanded coverage, achieved without increasing the QA team's headcount, provides a much clearer picture of agent performance and customer interactions. While the QA specialist still conducts manual reviews, half of an agent's monthly QA score now comes from Auto QA, creating a blended and more comprehensive evaluation.

Beyond QA, Level AI has empowered Ollie Pets to transform their contact center into a true source of customer intelligence. The VOC product, a primary driver for Benny, has enabled them to move from qualitative, time-intensive manual trend identification to rapid, data-driven analysis.

“I love how it provides specific examples of the trend that it’s calling out—sometimes that’s incredibly helpful to say, ‘Here’s what customers are saying, and here’s an example call to listen to.’ That’s been really impactful for us.” - Benny, Contact Center Leader

This has allowed them to proactively address customer concerns, inform product development, and enhance overall customer satisfaction. As Benny notes, the ability to quickly analyze customer feedback on new products, pricing, or login issues and share specific examples with relevant teams has been "really impactful." The future promises even greater insights as Ollie Pets continues to build a robust historical data set within Level AI's VOC product.