New Look reduces WISMO inquiries by 20%

About the brand

New Look is a leading fashion retailer operating in the value segment of the clothing and footwear market in the UK and Republic of Ireland, with a targeted online presence. Their mission is to offer products and a shopping experience based on excitement, value, and newness. The New Look brand is distinct and trusted in the UK, catering to a broad customer audience. 

“The partnership with parcelLab will help us to provide seamless post-purchase interactions that keep customers happy and engaged. Having timely and relevant communication with our customers at this important stage of the purchase journey not only reduces the pressure on our teams internally – meaning that when an issue does arise they can provide faster responses – but it means we are well positioned to drive greater loyalty and repeat purchases.” 

Nick Ormerod

Customer & Digital Director at New Look

Solving post-purchase gaps by improving customer communication 

New Look aimed to enhance their post-purchase experience to keep customers engaged and strengthen brand loyalty. They recognized that timely and relevant communication throughout the purchase journey not only improves customer satisfaction but also reduces the strain on internal support teams. To optimize this process, New Look sought a post-purchase partner capable of delivering direct and personalized communication to their online customers. Their key requirements included enabling multiple departments, to improve and streamline post-purchase communications, increasing efficiencies for internal teams while empowering them to provide better service, and enhancing transparency through more personalized customer interactions. 

Here’s how parcelLab empowers New Look to delight their customers

• Enhanced customer experience through proactive communication: New Look now provides customers with timely, personalized updates on their orders, ensuring transparency and reducing the need for customer inquiries, leading to a smoother post-purchase experience. 
• Increased revenue through personalized recommendations: By leveraging purchase behavior data, New Look can deliver tailored product recommendations, driving additional sales and supporting the brand’s growth goals.
• Stronger brand engagement and loyalty: With direct, branded post-purchase communication, New Look maintains customer engagement beyond checkout, fostering stronger relationships and long-term loyalty. 

“Our partnership with New Look is centered around creating a seamless and engaging post-purchase experience that keeps customers informed and enhances brand loyalty. By delivering proactive, personalized communication, we’re not only helping New Look reduce customer inquiries and streamline internal operations but also enabling them to strengthen customer relationships and drive additional revenue. It’s exciting to see how our solution is empowering their team and elevating their customer experience.” 

Sarah Hollington

Customer Success Manager at parcelLab