Virtual veterinary service inspired by customer service phone

Chewy CEO Sumit Singh will be seen outside the New York Stock Exchange (NYSE) prior to the Chewy Inc. IPO in New York on June 14, 2019.

Andrew Kelly | Reuters

Chewy CEO Sumit Singh said a call to the customer service line accelerated plans to launch a virtual veterinary service for online pet retailers on Tuesday.

“At the Customer Service / Customer Experience Center, we started calling customers sitting at home, saying,’Hey. My dog ​​just ate chocolate and couldn’t catch the vet,'” Shin said. Said virtually. A conference hosted by the National Retail Federation.

Executives said weekend mornings were spent reading customer reviews.

“A healthy level of anxiety is actually good because it keeps you delusional,” he said. “It keeps you on your toes and keeps you expecting.”

Launched in October, the virtual veterinary service is an example of how the company is trying to build on the momentum seen during the coronavirus pandemic.

He shook off the idea that pet owners would return to buying more of their dog food, cat litter, or pet toys at the store after the crisis, saying that customers had formed a new habit.

“Most of the year, now it’s been blocked for 10 or 11 months,” he said. “Customers have had the opportunity to experiment with online models for a variety of services, including home delivery, food delivery, grocery shopping, pets, as well as pets. In my opinion, this is a bit of a mental change for customers. Brings .. “.

Chewy’s share has skyrocketed by more than 265% over the past year as more Americans hire pets and shop online during a pandemic. The company has a market capitalization of over $ 44 billion.

However, due to the surge during the global health crisis, some investors and analysts are wondering if they can sustain their growth pace and retain their clients over the long term. UBS has downgraded Chewy and Peloton for sale on Tuesday. Both online pet retailers and athletic equipment companies were beneficiaries of Covid-19 and could see their tailwind diminish, he said.

UBS has not changed Chewy’s $ 75 price target. That’s nearly 30% down from where the stock is currently trading. Stock prices fell about 1% on Tuesday afternoon.

Shin said he will accelerate online shopping, rely on tools and technologies to improve customer service, whether people will return to the office, work from home, or both, for the next three to five years. He said he was monitoring the trends that shaped him.

Virtual veterinary service inspired by customer service phone

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