Read time: 3 mins
20 Aug 2021
By our Customer Love Team
A lot has changed over the past year. As a company we are so very grateful that despite the challenges 2020 brought, Butternut has continued to grow and we are now feeding more happy dogs than ever. The pandemic has meant there's more of us than ever shopping online, which means our pack is gaining new Butternutters every day.
It was really important to us that as we grow, we continue to provide the tip-top care and support to our customers that we possibly can. To do this, we needed a bigger Customer Love team, and so we're delighted to partner with our new Lunar team based in Cape Town, South Africa.
We considered over 14 customer service partners from around the world to find the pawfect fit. Each of them gave a one hour pitch to our Customer Love leadership team on why they wanted to work with Butternut. All the way through, the Lunar team's company values, ethos and commitment to diversity and inclusion were the most aligned with our own, and they also got a big thumbs up from a similar direct-to-consumer company.
But what really impressed us was their eagerness to support our company mission of bringing health and happiness to dogs and their humans all over the world. Although we chatted to lots of great people, the Lunar team lived up to their name - they were truly out of this world.
Since joining Customer Love in March, they've already helped us to make huge improvements to the service we offer. Having more people on the team means we can respond to our customers quicker, which is exactly what we want to see. These extra paws on deck have also allowed us to introduce WhatsApp as a new method of communication, so getting in touch with Customer Love is easier than ever.
Speaking of easy communication, we've extended our opening hours to be more flexible around our customers' needs. Our phone lines are now open 8am-5pm Monday to Friday, and live chat is open 10am-8pm Monday to Friday plus 9am-6pm Saturday and Sunday. None of this would have been possible without our brilliant Lunar team.
So it's clear we're over the moon with Lunar - here's what they have to say about working at Butternut:
"It is a pleasure to come into the office every day and speak to our lovely customers. I get to hear all about their fur babies and to share my experiences with my fur babies - Coco and Pops. I am so lucky to be called a Butternutter and be part of the family" - Melissa
"The absolute best thing for me is waking up in the morning and feeling that I have a purpose - I actually want to be at work. I look forward to dedicating many years here because I am in total awe of what we as a company are doing and providing to our Butternutters. To infinity and beyond we go!" - Ilaam
"Since starting at Butternut, I have been greatly overwhelmed with the family culture in the company. This is not only towards the staff, but also with the customers and their dogs. I love that everyone is always there to lend a paw whenever we need it and for the friendly smiles they do it with" - Ricardo
Exciting times are on the horizon for Butternut (more to come on this soon - stay tuned) and with our bigger and better Customer Love team we're confident that we can take the next steps and still keep our pet parents at the heart of everything we do.
If you'd like to get in touch, head to the Contact Us page and one of our lovely team members will be happy to help.