brand communications
As a homegrown business with a genuine love for animals, the founders of Sandy Paws approached us to wholly revamp their online and offline communications and brand collaterals to align with the company’s ethos. Our scope included website content, internal and external documents, and building an efficient sales and operations communications framework to fuel seamless customer interactions. Their objective was to spotlight their services, team, internal and external operations, driving awareness and clarity. A key consideration was developing a comprehensive information library that systematically filtered and categorised their import and export processes while outlining rules and regulations of all the countries they operated across. Their brief was crystal; to develop a unified tone of voice that was true-to-them and reflected their values across all customer touchpoints.
As a young business that expanded its reach and operations swiftly, Sandy Paws required all of their customer interactions to be unified and reflective of their ethos, values, systems. Due to its swift growth, the brand’s biggest challenge was juggling between operations and handling endless client inquiries, process requests, geographical regulations, governmental mandates and more. This is when they realized that fluid communications across all touchpoints were essential.
Our approach was phased, starting off with their website. We outlined a user-first strategy per page, mapping the customer journey based on key sections, prioritizing data points, competitor insights and analysis, while applying best content practices. Once the outline was finalized, we began developing content for each segment, along with including frequently asked questions per segment, pet parent testimonials, fun facts about the team, and about the brand, and their servicing structures. Following this, we began building an in-depth Information Library which identified the key verticals including imports, exports, rescues, crate series, MOCCAE mandates, snub-nosed pets, and private jet travels which addressed a large majority of the questions asked by pet parents, and important to know sections. We also embedded lead capture and contact trigger points to create an effective sales funnel.
The next phase involved building a communications framework tailored for WhatsApp and emails for the sales and operations teams in order to ensure cohesiveness, include all the relevant data points, and boost customer satisfaction. But we didn’t just stop there – simultaneously, we also began with a comprehensive country-wise travels section within the Information Library detailing pet travel rules and regulations for each country Sandy Paws operates in.
Next came in the introduction of the Pet Care form which served as the perfect asset to be handed over to all new customers, and collected all of the relevant information that was required to ensure Sandy Paws was equipped to deliver excellent service.
Simultaneously, we supported the brand with off page SEO-optimization by crafting month blogs and articles that were published across third-party websites to increase the brand’s presence and visibility. Each article that was developed was SEO-optimized while being heavily on-brand and engaging.
Credits: The Sandy Paws website was designed and developed by Blue Beetle.
your tarqeeeb
