Client Background
Secure a Pet RX provides an online platform that specializes in affordable, vet-approved targeted supplements for dogs and cats. The platform allows pet owners to securely manage and place refills for supplements that are formulated to help combat health challenges associated with unhealthy pet food, exposure to poisons in their environment on lawns, sidewalks, etc. Also, the challenges associated with aging and the effects on their immune system. With an emphasis on convenience, transparency, and care, Secure a Pet RX serves a growing community of pet parents looking for a simpler and more natural way to stay on top of their pets’ health needs and challenges.
Secure a Pet RX aimed to create a more seamless and informative experience for pet owners shopping for supplements and healthcare solutions online. As their customer base expanded, they wanted to ensure that shoppers could easily understand product benefits, feel confident about safety and ingredients, and manage their orders without confusion. The team also wanted to reduce the number of repetitive support inquiries by providing fast, accessible answers through a friendly, self-guided experience. This would allow them to maintain high service quality while supporting a growing volume of customers.
Challenge / Problem
Customers frequently had questions about product ingredients, breed suitability, subscription options, shipping timelines, and order tracking. While Secure a Pet RX provided clear information on the website, many shoppers still preferred immediate answers to feel confident in their decisions. Common topics included safety for different breeds and ages, the benefits of specific supplements, and how to manage recurring orders or returns. To enhance the customer experience, the team looked for a way to deliver consistent, real-time answers to these questions. The goal was to make the shopping process more informative and convenient, especially for new visitors exploring pet health solutions for the first time.
Solution
Secure a Pet RX implemented a voice-powered AI assistant named Emily using Omakase.ai to serve as a personal shopping assistant for pet owners. Emily was trained to provide detailed product information, personalized supplement recommendations, and quick answers to common customer questions. She also offers to share updates and promotions via text or email, creating a more connected and proactive shopping experience. With a quick, simple setup, Emily was integrated directly into the Secure a Pet RX website and tailored to reflect the brand’s caring and informative tone. She now helps customers navigate the supplement selection process with confidence, making it easier to find the right fit for each pet’s unique needs.
Results / Impact
In the first month, Emily generated 22 messages, with an average of 5.5 messages per session, reflecting steady engagement from visitors seeking quick answers and guidance. She also helped initiate 56 voice calls, showing that users were taking meaningful next steps during their time on the site. These early results suggest that Emily is supporting more informed decision-making and contributing to a smoother, more confident customer experience.
Since launching, Secure a Pet RX has received overwhelmingly positive feedback from both internal testing and customers. Many users described their interactions with Emily as natural and helpful, noting that it felt like speaking with a real representative. As one customer shared after making a purchase from their phone, the assistant’s responses didn’t feel scripted and added to the overall experience.
The team noted that although they initially viewed Omakase.ai as a trial, they have come to see its long-term value. The assistant has already saved time and costs during the early product launch and is now positioned as a key component of their digital expansion. With plans to integrate Emily into international partner sites, Secure a Pet RX views the tool as a 24/7 assets that can scale as the business grows.
Takeaways / Why It Matters
Secure a Pet RX’s use of Omakase.ai shows how voice AI can enhance support in sensitive, time-dependent categories like pet health. By guiding customers through supplement choices, order questions, and communication preferences, Emily created a more accessible and responsive experience. She offered helpful information in real time, without disrupting the flow of the site or requiring additional staff effort. Health-focused businesses like Secure a Pet RX are using Omakase.ai to create faster, clearer, and more confident shopping experiences for their customers.
