Farfetch sees 79% of customers return to website via tracking

About the brand

The FARFETCH marketplace connects customers in over 190 countries with items from nearly 1,400 of the world’s best brands. The team delivers a truly unique shopping experience with access to an extensive selection of luxury, all on one platform. To ensure they continue this unique experience after checkout, they chose parcelLab as their trusted partner to personalize the customer journey from end to end. 

“By launching Campaign Manager, we enhanced the delivery experience for customers by sending alerts for additional customs clearance information required. We reduced delivery-related contacts by 30-40% in the first roll-out and are now expanding the solution to new locations to localize the customer experience and best serve our customers.” 

José Pedro Sá 

Senior Business Analyst at FARFETCH 

Simplifying complex post-purchase processes 

FARFETCH faced a challenge in delivering a consistent post-purchase experience because they connect customers with products from multiple brands worldwide. This meant managing a complex logistics network involving numerous carriers and navigating international customs. Additionally, when customers ordered multiple items, each piece could be shipped from different locations, leading to fragmented tracking updates from various carriers. Recognizing that this disjointed experience didn’t align with their seamless pre-purchase journey, the FARFETCH team set out to find a solution that would give them greater control over customer communications and tracking pages. 

Here’s how parcelLab empowers FARFETCH to delight their customers

• Seamless and transparent customer experience: FARFETCH now provides customers with real-time updates at every step of the journey, including customs, split shipments, and delays. With all tracking information consolidated into a single platform, customers can easily monitor their orders and even adjust delivery options directly from the tracking page. This streamlined process reduces customer inquiries, enhancing overall satisfaction. 
• Empowered customer support teams: With access to comprehensive and up-to-date information from parcelLab’s advanced data core, FARFETCH’s customer care teams can quickly respond to inquiries with accurate insights. This improved visibility ensures faster resolutions and more efficient support, enhancing the customer service experience. 
• Targeted and effective communication: By leveraging parcelLab’s Campaign Manager, FARFETCH can target specific customer segments with tailored messaging. For example, they were noticing an increase in failed deliveries in Australia. To combat this, the team notified customers about the option to reschedule their deliveries for a more convenient time through a campaign banner in their post-purchase communications. This level of personalization not only reduces delivery issues but also drives customer loyalty by catering to individual needs. 

“FARFETCH delivers a world-class luxury shopping experience, and our partnership ensures that excellence extends beyond checkout. By working closely with their team, we’ve helped streamline their complex logistics network, providing real-time tracking, seamless communication, and personalized updates all in one place. With parcelLab’s post-purchase solutions, we’ve reduced delivery-related customer contacts, empowered their support teams with greater visibility, and created a more localized, customer-centric experience. Together, we’re transforming post-purchase into a key driver of satisfaction and loyalty.” 

Nick Clark

Strategic Customer Success Manager at parcelLab