"Confero developed robust customer support processes for Freshpet's sales, orders, subscriptions, and delivery enquiries across the UK and Europe."

Who Is Freshpet?

Freshpet Europe Ltd. brings innovative fresh pet food to the UK and Europe, expanding from its US success. Available in over 300 stores, including Tesco, it offers high-quality, preservative-free meals for pets. Known for sustainability, veterinary-developed nutrition, and successful marketing, Freshpet is a trusted brand among health-conscious pet owners.

Freshpet and Confero

Freshpet chose Confero to handle all call and email enquiries to the UK, Netherlands & France.

The objective was to provide an end-to-end solution and achieve resolution for most customer enquiries.

The Confero Solution

Together with the client, we developed extensive process flows and guidance notes for the agent team so that they could accomplish the following:

  • Process customer sales and orders through Shopify
  • Process credit/debit payments
  • Subscription queries
  • Handle tracking enquiries for lost or late deliveries
  • Handle enquiries relating to missing or damaged items from order deliveries
  • Refund enquiries
  • Amend and cancel existing orders
  • Answer general FAQs

Any escalations are passed internally to Confero's customer service management team, who will typically liaise directly with Freshpet’s warehouse partner.


By employing a collaborative approach between suppliers, Freshpet have been able to harness the strengths of the Confero customer service team and ensure that all enquiries are resolved the first time, wherever possible.