MOO takes control of the post-purchase journey and saw 3X customer growth

About the brand

MOO, the online printing company, has been revolutionizing the sector since 2006. With personalization as a core thread of the company’s offering, it began its journey by offering easy-to-tailor business cards. Now, with multiple locations across the UK and U.S., the brand is a giant in the ‘merch’ space – and all without cutting corners on providing quality and a personal touch to its offerings.  

A lack of personal touch

MOO’s team knew that inconsistent and boilerplate post-checkout experience was impacting customer loyalty and overall satisfaction. Relying on other platforms had left MOO with unbranded and disjointed messaging, directly at odds with the brand’s offering of personalized merch. The team wanted the air of specificity to be especially apparent post-purchase, so customers felt both seen and assured at every step of their interaction with the company. MOO recognized to retain customer loyalty and encourage continued growth; they had to address these issues with a cohesive and scalable solution. And this is where parcelLab came in. 

Here’s how parcelLab empowers MOO to delight their customers

• Branded and consistent communication: With parcelLab, MOO gained control over the look, feel, and content of delivery messages. This change solidified the company as not only visually consistent but trustworthy. This additional touch in the post-purchase journey continually reinforces customers’ loyalty and offers peace of mind with clearly signposted delivery updates.   
• Integrating with Solvemate for an enhanced customer experience: With automated responses to shipping inquiries through Solvemate and the clarity provided by parcelLab’s updates, MOO could efficiently manage customer queries and offer real-time updates. Customers gained autonomy and peace of mind with personalized emails providing confirmation and clear timelines, which they rewarded with loyalty. All this creates a memorable experience, for all the right reasons. 
  
  Now, with consistent branding in post-purchase messages, the experience is enhanced further with updates that look like MOO. This integration mitigates the burden on service teams by decreasing the possibility of WISMO inquiries. This not only saves time but creates more opportunities to address complex issues, ultimately improving operational efficiency and happier customers. 

We know that for MOO, the personal touch is everything – it’s a part of the offering. We’re happy to be a core part of their post-purchase strategy, both solidifying their clear brand and helping their customers, who are building theirs, know they have a trustworthy brand on their side. It’s great to see how much of a difference even the most subtle changes in post-purchase can make”

Andra Vilmane

Customer Success Manager at parcelLab