Success Stories bonprix: 24 message triggers ensure an optimal buying experience

24 message triggers ensure an optimal buying experience

About bonprix

bonprix is a major player in online fashion globally, operating in over 30 countries. They were named ‘Best E-Commerce Site 2022 – Fashion’ at the Favor’i awards (organised by BFM Business and FEVAD) and offer thousands of products across women’s, men’s and kids clothing and accessories. bonprix’s strength lies in its wide inventory, its excellent quality/price ratio and its five-star customer experience.

Products Used

Engage

Platform

Industry

Fashion & Luxury

parcelLab Impact

24

Post Purchase Messages

65%

unique open rate

3

carriers

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THE CHALLENGE

As soon as Jean-François Van Gool stepped into the role of Managing Director at bonprix France, his immediate goal was to enhance customer satisfaction and streamline operational processes. He understood the significant impact of the post-purchase phase on the brand. Even though bonprix had a loyal customer base, simply having quality products and a user-friendly website wasn’t cutting it in such a competitive market. Before making changes, customers only received occasional notifications, mainly from the logistics partner, resulting in a rise in customer service inquiries.

THE SOLUTION

When selecting a post-purchase communication provider, the bonprix team found parcelLab’s flexibility and shared values compelling, leading to a swift and successful partnership. With collaborative efforts, parcelLab’s solution was seamlessly integrated with bonprix’s shipping services, reducing customer service inquiries and offering customers a clear view of their orders. bonprix is now looking to further enhance the platform for improved customer service.

The Result

Bonprix is dedicated to ensuring a seamless customer journey, from browsing the online store to receiving deliveries. With the establishment of a "Customer Experience" team and the integration of the parcelLab solution, there has been a decline in customer service inquiries and a rise in customer satisfaction. This has facilitated uniform communication and bolstered the brand image of bonprix.

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The customer journey is now streamlined and informative. Next, we want to unlock the marketing potential hidden behind the 12 million notifications sent to our customers every year. Thanks to parcelLab, this is possible – it would be a shame to leave this potential untapped.

Séverine Toulemonde

Customer Experience Manager