Live Chat Software
June 24 - 28, 2019
The Mirage, Las Vegas

Kelli Durkin


VP Customer Service
Chewy.com


4:45 PM CCW KEYNOTE: Deliver a “Wow” Experience: Chewy Makes Pet Happiness Happen

Chewy, the largest online pet retailer offers the best selection of pet food and supplies with the convenience of home delivery, and of course, exceptional customer service. The team of more than 1,000 Chewtopians services millions of customers in the U.S. Chewy is setting a new standard for customer service by offering efficient 24/7 phone, chat, email and social support and delighting customers every day. Agents answer all phone calls within 4 seconds, respond to live chats within 6 seconds, resolve all emails within 20 minutes and average under 5 minutes response time on social media channels. Behind Chewy’s success is a group of hardworking folks with a deep-rooted passion for pets and a penchant for being spectacular at everything they do. Kelli Durkin, who has been with the company since nearly the beginning, has one objective: wowing customers by giving them the best customer service experience possible. Discover how Chewy’s team embraces challenge with bare hands and believe that a customer-oriented culture is the only way to live.

Interested for more information on the full agenda? View the brochure now!


Check out the incredible speaker line-up to see who will be joining Kelli.

Download The Latest Agenda