BBG boosts their open rate to 88% and increases repeat purchases with proactive updates

About the brand

Berlin Brands Group (BBG) has been creating, building, buying, and scaling consumer brands globally since 2005. They distribute more than 4,800 products to consumers in 28 countries worldwide. From cooking, gardening, and exercising to enjoying music and designing the homes of millions of our customers around the world, BBG brings joy and challenge convention. The BBG team decided to look for a post-purchase partner so they could deliver a seamless and personalized customer experience. 

Tackling international growth while decreasing inquiries 

Before our partnership, BBG had minimal customer communication post-checkout, leading to an increased volume of inquiries. As an international online store, BBG required a solution that was multilingual and globally connected. The team aimed to achieve this by delivering a recognizable customer experience with seamless and personalized messaging, which is why they chose parcelLab. 

Here’s how parcelLab empowers BBG to delight their customers

• Enhanced customer experience with real-time, personalized updates: BBG now provides real-time, brand-specific shipping updates in 12 languages, keeping customers informed and engaged. By leveraging a real-time order status page that is embedded on their website, they boost customer loyalty and create more opportunities for repeat purchases.
• Reduced customer service workload & operational costs: With proactive communication, BBG has reduced customer service requests by 24%. This communication continues even through the customer’s returns journey so they are never wondering where their return is. Through actively communicating with customers every step of the way, they have streamlined operations, lowered support costs, and allowed the team to focus on higher-value interactions. 

“Our partnership with BBG is a testament to the power of proactive, personalized communication in transforming the post-purchase experience. By delivering real-time, multilingual updates and embedding a seamless order status page, we’ve helped BBG not only enhance customer satisfaction but also significantly reduce service inquiries. It’s exciting to see how this level of transparency and engagement drives both operational efficiency and long-term customer loyalty.” 

Sarah Hollington

Customer Success Manager at parcelLab