Success Stories Weltbild: 5% decrease in returns thanks to parcelLab Retain

5% decrease in returns thanks to parcelLab Retain

About Weltbild

Weltbild is a large, multi-channel bookseller and a trusted brand With a good reputation for offering an outstanding shopping experience in-store, Weltbild are known for providing advice, entertainment and value. As their online shop’s popularity grew, the team wanted to ensure that customers were receiving the same high-quality experience online as they would in-store.

Products Used

Engage

Platform

Industry

Toys, Hobby & DIY

parcelLab Impact

5%

Fewer Returns

75%

Email Open Rate

8

New Touchpoints

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The Challenge

Weltbild, a well-known multi-channel bookseller, prioritizes customer satisfaction. While they excel in offering advice and entertainment in-store, their goal is to replicate this top-tier experience online.

The Solution

Our solution enables Weltbild to guide customers through every phase of the sales process. Whether it’s delivery notifications, delay alerts, or return information, everything is dispatched automatically and at the optimum time. Additionally, with an integrated tracking page, customers stay informed, reducing the need to contact customer service.

The Result

Weltbild was up and running in four weeks with parcelLab and from day one, the team saw a return-on-investment (ROI). Our expert combination of proactive shipping emails and an Order Status page keeps customers engaged and informed throughout delivery. This caused a 7.5% reduction in customer inquiries and a significant 5% decrease in returns.

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Thanks to parcelLab, we were able to improve customer communication and make it more transparent. Weltbild puts its customers center stage across the entire customer journey – no matter where they are at the time. This gives them an all-round good shopping experience.