Wag! is a service that connects owners with pre-screened and insured dog walkers, giving owners the peace of mind they need to safely let their dogs out for walks and exercise.
After owners select a preferred date and time, a walker arrives and takes the dog out. These walks are trackable through the app and walkers are able to send photos and videos to owners throughout the day.
The Challenges
As a mobile-only, app-based on-demand service, it’s essential that Wag! offers the entire customer experience through its mobile app.
Making the mobile experience as efficient and functional as possible is a high priority for the company. Scheduling service, communicating with walkers, and contacting customer support must be native in-app and provide reliable tools for pet parents.
This meant supporting both Android and iOS users, in-app chat support, and offering full feature parity between the two platforms to provide a seamless experience for every situation.
An intuitive, customer-centric experience was necessary because all of Wag! services are available in-app, including a fully integrated in-app chat support experience and direct communication between the customer and walkers.
Making support and help options easily accessible were key priorities in Wag!’s app development. This allows customers to spend less time searching for help and more time ensuring their pets are taken care of.
Wag! needed customer support tools to match the dedication and passion its dog-centric team approaches each day with.
This customer-first mentality extended to Wag!’s approach to customer support interactions. It helps that many Wag! support agents are also dog owners.
It’s not uncommon to find dogs roaming the Wag! contact centre or offices. As pet owners themselves, agents understand how important dogs are to owners and understand the responsibility they have in resolving issues quickly.
Solution
Since all services are in-app, Wag!’s support ecosystem integrated with UJET’s mobile SDK to provide the backbone for Wag!’s customer support experience. The mobile SDK supports Android and iOS so both device demographics receive the same support experience.
The Wag! experience offers voice (cellular and VoIP), voice IVR and visual IVR, and messaging (SMS and in-app chat). This enables customers to contact the channels they want instead of being forced into long queues.
Wag! and UJET worked together to optimize IVR trees and customize direct access points for custom contextual support interactions.
This has proven to be extremely valuable when coupled with the customer meta-data. When users reach out through the app, Wag! Is able to pass this data along to each support ticket, allowing for a more personalized and efficient experience.
Wag! securely browses relevant data to create direct-to-agent routing, focusing on optimal times to customize the user experience and eliminate the typical menu-selection flow.
The UJET platform supports an unlimited number of customized queues, and Wag! was able to create multiple queues that could be customized in real time.
Wag! launched UJET’s mobile SDK and IVR support via UJET’s platform in April 2019. PSTN voice, in-app voice, and messaging (SMS and in-app chat) were released in May 2019.
Results
The UJET mobile SDK was fully implemented in just 30 days. The Wag! team experienced significant operational improvements right away.
By natively integrating voice calls into the app, Wag! was able to make strides in supporting in-app users quickly and contextually.
Wag!’s in-app voice service level agreement (SLA) improved by 17 percent. In-app voice average wait times decreased by 50 percent, connecting customers to agents even faster through custom queues. These improvements helped decrease overall call abandonment by 7 percent.
Average wait times for PSTN callers decreased to under a minute with PSTN abandonment falling by 8 percent. This is a result of Wag! app support optimizations routing customers to solutions or agents more efficiently than in the past. Customers spend less time on hold and more time solving their issues.
This blog post has been re-published by kind permission of UJET – View the Original Article
For more information about UJET - visit the UJET Website
About UJET
UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights. Find out more about UJET
Author: UJET
Reviewed by: Jo Robinson
Published On: 27th Nov 2025
Read more about - Industry News, Case Studies, UJET
