About the Customer

Nestled into the scenic town of Geneva, Illinois, along the Fox River is a thriving independent retail store called Pug & Hound. Krysta Fox and Jeff DiRe are proud to call this store their own. Local customers know when they need expert pet advice, a great selection, and friendly service, they turn to Krysta and Jeff.

Krysta began her pet industry career at a small feed store in her hometown. Since then, she has taken on several roles within the industry, including the manufacture and sales of raw dog bones, nutritional consulting, and social media marketing for area pet retailers. Krysta is also a veterinary technician. Jeff has been involved in the pet world for several years now as a fresh food advocate. He brings real-world perspective as well as knowledge anyone can understand.

Pug & Hound is a naturally minded resource for pet owners looking for a more organic approach to their pets’ health concerns. This small business offers personalized services tailored to pets’ specific health needs. They have the most extensive line of herbal, homeopathic, and whole food supplements in the Chicagoland area and know how to help you decide what is best for your furry friend.

Beyond a vast selection of high-quality supplements, they also offer a great selection of treats and fresh food.

This company believes in upholding the highest level of integrity and honesty when it comes to its products. This dedication to the well-being of pets has helped propel this small business to become the go-to place for pet owners in their area.

Business Challenges

As the local experts in pet health and wellness products, Krysta and Jeff are often asked many questions from customers and potential customers. Their knowledge and helpful customer service set them apart from the big-box and online retail competition.

Customers know and trust Krysta and Jeff to help them navigate health issues and the wellness of their furry family members. As such, Krysta and Jeff receive a lot of inquiries from people regarding pet products. It wasn’t uncommon for them to receive questions on Facebook Messenger, their website, through text message, Email, and of course, at the store in person.

Sometimes, keeping up with customer questions and requests could be pretty time-consuming and require a great deal of organization to keep up with!

That’s when they learned about the Messaging Inbox available through New Media Retailer.

Solution

After consulting with New Media Retailer, it was clear that the Shopify Inbox solution was worth giving a chance.

The tool combines your website chat widget, Facebook Messenger, Apple Chats, and Email into one easy-to-use solution for managing customer questions and communication.

When a customer starts a conversation with Pug & Hound using any of these methods, the conversation flows into one place for Pug & Hound to continue the conversation with their customers.

Outcome

It wasn’t long before Pug & Hound started receiving messages from customers all in one convenient place. Krysta and Jeff noticed that the Messenger Inbox was an absolute convenience to them and their customers for answering questions.

Questions like this one:

The customer forgot which product was recommended in the store and followed up using Pug & Hound’s messenger tools to find the answer.

Or like this one:

The customer’s question led to an in-store purchase.

Conclusion

The new Messenger Inbox tool available through New Media Retailer is not only saving time but also helping this independent retailer close sales!

The solution is an ideal way to keep customer communication flowing smoothly in a convenient way for both Krysta and Jeff and the many Pug & Hound customers who rely on their knowledge and expertise every day.