In the understanding of entrepreneur Hugo Galvao de Franca Filho, there is a common contradiction among pet stores that sell on marketplaces: they invest in sponsored ads to attract buyers and, when those buyers show up with a question, leave it unanswered for hours. The questions section is the public space in a listing where interested shoppers can ask the seller something before buying.
Those who ask a question are already close to deciding, and every hour of waiting increases the chance that the purchase will happen at another store. Seeing this space as part of the sale, rather than as a customer service task, changes the way it is managed. A good test is to open your store’s dashboard right now and count how many questions are waiting for an answer.
A question is a customer who has almost decided
In the pet segment, the most frequent questions are practical: whether a collar fits a dog of a certain weight, whether food is suitable for neutered cats, and whether a pet bed can go in the washing machine. These are questions from people who have already chosen the product and only need confirmation to place the order.
Pet owners, however, rarely wait. If the answer takes too long, they go back to the search results and find a similar listing from another seller within seconds. As Hugo Galvao sees it, response speed carries as much weight as price at this stage, because an unresolved question acts as an obstacle between interest and purchase.
The answer is read by many buyers
Unlike a private conversation, the answer in a listing stays on record for every visitor who comes after. A clear explanation about dimensions, ingredients, or intended use resolves the doubt of the person who asked and also of dozens of others who would have had the same question. An answer that is too short or evasive, on the other hand, conveys carelessness to all of them.
Each answer, Hugo Galvao de Franca Filho suggests, should be written with the next reader in mind, with complete information and language that feels familiar to pet owners. This care applies to every channel, including the company’s own online store, such as www.enjoypets.com.br, where questions come in through customer service and reveal what the product page does not yet explain.
Repeated questions point to gaps in the listing
When the same question comes up several times, the problem lies in the description. If many buyers ask about the maximum weight a bed can support or the recommended age for a treat, that information should be in the text, the photos, or the technical specifications. Each repeated question may indicate that other visitors gave up without asking.
For this reason, Hugo Galvao recommends reviewing each product’s question history on a regular basis and bringing the most common answers into the listing itself. The effect is twofold: buyers find the information without waiting, and the team spends less time answering the same questions over and over. Over time, the volume of questions drops, and the ones that remain tend to be more specific.
Organizing a response routine
To respond quickly without sacrificing quality, the store needs a defined routine. This includes someone in charge for each shift, set times for checking throughout the day, and a bank of template answers for the most common questions, always adapted to the specific case before being sent. A check first thing in the morning keeps questions asked overnight from waiting until midday.
More than an operational task, this care reflects how the store relates to people who have not even bought anything yet. Hugo Galvao de Franca Filho points out that pet owners judge a seller by the attention they receive before paying, and that first impression carries over to every order that follows. A fast and complete answer, therefore, sells both the product and the store.