How PetLab Co. and Boldr partnered to bring structure and stability to a fast-growing customer support team.
PetLab Co. is a fast-growing pet health brand focused on science-backed supplements and wellness products for pets. With a subscription-driven business model and a loyal base of pet parents, the brand always puts customer trust at the forefront.
After all, when you’re dealing with something as personal as a pet’s health, the way you support customers matters just as much as the product itself.
As PetLab grew, its customer experience operation grew quickly alongside it.
Before partnering with Boldr, PetLab’s CX team had grown into a large contractor-based operation that managed a high volume of conversations across email, phone, social media, and chat.
The team was talented and very familiar with the product, but the structure supporting them was becoming harder to manage as the company grew.
Even with a large team, coverage could be tight during spikes in demand. On paper, the team size looked sufficient, but in practice, coverage could shift throughout the day.
Training was also a significant lift. PetLab’s tools and workflows were highly customized, and it took about eight weeks for new team members to fully ramp up.
Supporting customers also required more than just following a script. Team members needed product knowledge, empathy, and strong problem-solving skills to guide customers through subscription questions, order issues, and product recommendations.
At the same time, leadership had ambitious CX goals: the team wanted to increase call completion rates, improve CSAT, and reduce email resolution times.
The team itself was strong. That said, the operational model behind it was starting to reach its limits without additional support.
PetLab partnered with Boldr to evolve its CX operation into a fully-managed model designed for reliability, flexibility, and long-term success.
Rather than attempting a sudden overhaul, the teams aligned on a staged approach. This allowed PetLab to keep the operation running smoothly while gradually introducing stronger systems and support structures.
Together, they focused on building a more stable operational foundation, including clearer workforce planning, stronger quality assurance processes, and better support for onboarding and training. There was also the benefit of a stronger, more-compliant operational backbone.
The goal wasn’t just adding team members; it was creating a CX organization that could grow alongside the business without losing the human touch customers expected.
As the partnership took shape, the CX operation began shifting from a fragmented contractor model toward a more unified and supported team structure.
32 team members transitioned from PetLab’s previous contractor setup into roles with Boldr, helping preserve valuable product knowledge while bringing the team into a more unified operational structure.
To strengthen coverage, Boldr also onboarded and trained 38 additional team members. By combining experienced team members with newly trained staff, the team was able to quickly close a backlog of more than 4,000 customer interactions while maintaining quality support for PetLab’s customers.
At the same time, Boldr worked alongside PetLab’s CX leaders to introduce stronger operational practices around scheduling, performance management, and quality assurance.
The team also went through a rapid upskilling effort designed to expand support capabilities across channels. Through focused training and operational planning, team members were trained to support customers across email, chat, and phone, allowing the team to operate with a more flexible, omnichannel approach.
With more structure and support in place, PetLab’s CX leaders could spend less energy managing day-to-day operational challenges and more time focusing on improving the overall customer experience.
We partnered with PetLab Co and accepted the challenge of building a compliant, cost-competitive, and operationally disciplined support engine to quickly scale while taking proper care of all pet parents and our team members.
Here are our wins and results so far:
Improved First Response Time: Reduced first time response in all channels (email, chat & phone), reaching a less than 40-second mark in phone support while consistently improving email and chat.
Expanding coverage & support: As Boldr proved a remarkable capacity to scale in a short time, our team kept pace and is in the process of expanding to 24/7 support for email without sacrificing performance.
The operational improvements also allowed the CX organization to transition from a more siloed, time-boxed support system into a broader omnichannel model.
With team members trained across channels and schedules adjusted to support wider coverage, the team is evolving toward a follow-the-sun support structure designed to provide more consistent global support.
With stronger operational support and clearer processes in place, PetLab’s CX organization is now better positioned to improve key service metrics while continuing to scale.
The team is working toward faster response times, higher call completion rates, stronger QA performance, and improved customer satisfaction. Just as importantly, the new structure replaces a complex contractor setup with a more unified CX operation designed to support long-term growth.
“When something unexpected happens, do we have a partner that has the same sense of urgency as we do? That’s what it means to have a true partner.”
As the partnership continues, PetLab and Boldr are focused on building an even more intelligent and scalable CX operation.
One area of focus is expanding automation and AI-driven workflows. Over time, the team expects AI to resolve 30%+ of inbound conversations automatically, helping reduce handling times and allowing team members to focus on more complex customer needs.
The roadmap also includes continued improvements in workforce planning, knowledge management, and quality assurance, helping the CX organization evolve alongside the company’s growth.
For PetLab, the goal isn’t just operational efficiency. It’s making sure customers feel supported and confident every time they reach out.
For pet parents, questions about supplements, subscriptions, or their pet’s health can feel personal.
PetLab’s CX team plays an important role in making sure those moments are handled with care. Together, PetLab and Boldr are building a CX operation designed to scale without losing the empathy that customers expect.
Because when it comes to pet health, trust matters.
Looking to build a customer experience operation that can scale with your business? Get in touch and learn how Boldr partners with growing brands to create resilient, high-performing CX teams.