Case Study

With A Focus On Customer Convenience, Wag! Is The Model For Mobile-First Support


Ask any dog owner and they will tell you that their dog is more than just a pet, they are a member of the family. From the moment they meet, owners create a lifetime bond, and care for their furry friends. Dog owners will go to great lengths to provide the best food, treats, toys, and especially health and wellness care.

Every owner wants to spend as much time as possible with their dog, but busy schedules and commitments can create gaps for hours, leaving dogs by themselves. Wag!, started in 2015, gives owners assistance in providing care to their dogs. This allows dogs to receive on-demand care with walks or in-home visits.

Wag! Walk, a service that connects owners with pre-screened and insured dog walkers, gives owners the peace of mind they need to safely let their dogs out for walks and exercise. After owners select a preferred date and time, a walker arrives and takes the dog out. These walks are trackable through the app and Walkers are able to send photos and videos to owners throughout the day.

Wag! expanded services to include overnight dog sitting, short and long term boarding, and daycare. These might be considered table-stakes for pet concierge services, but the difference with Wag! is that it provides all of this in the comfort of the dog’s own home. With Walkers and Sitters coming to owners’ homes, dogs experience less stress from new environments and experiences.

Customers can quickly schedule and coordinate all of these services inside the Wag! app, optimizing on-the-go convenience. This enables Wag! to securely keep a comprehensive customer history, and keeps a constant connection between the owner and their pet through a mobile device.

Looking for even more ways to help owners, Wag! released Wag! Tag in September 2019. This collar attachment contains a scannable QR code that links to pet descriptions and owner contact information. A Wag! Tag subscription allows owners to send a notification to walkers, notifying them that a dog may have gotten loose. Owners can use this data to mobilize and locate the missing pet. If the dog is found by a walker, they can scan the QR code, retrieve contact information, and let the owner know where the dog is located for pickup.

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