Wyze decreases WISMO inquiries by 20% through proactive communications

About the brand

Wyze is a Seattle-based company that specializes in smart home products and wireless cameras. The company was founded in 2017 by former Amazon employees who noticed that smart home devices were not very smart or affordable. As a part of their campaign to have their customers never wonder, they picked parcelLab so their customers never have to wonder where their order is. 

“We needed a responsive and committed solutions provider to further build out our eCommerce and logistics operations. parcelLab provided all the tools we needed to deliver on our brand goals while minimizing overhead costs.

parcelLab excelled in our competitor evaluation for its exceptional customer support. The team is committed to providing tailored solutions to enterprise problems and we look forward to expanding our customer base with the help of parcelLab’s platform.”

Logan Dunn

Head of eCommerce at Wyze

Stepping back to move forward

After Wyze discovered their previous provider stopped sending their post-purchase emails for nine months due to a technology error, the team decided to look at their post-purchase experience to find out what they needed to do to achieve their goals.

One of Wyze’s standards is to get customers their orders as quickly as possible. This usually results in split shipments since products would come from different warehouses in order to deliver on their promise. When this happens, customers would reach out to customer support because they would receive one part of their order first without notification of when a second shipment would arrive. This led to higher customer service costs and a poor customer experience.

Delivering a best-in-class customer experience from start to finish

Wyze knows happy customers are loyal customers. That’s why they chose parcelLab to take their post-purchase and returns experience to the next level. parcelLab took the time to understand Wyze’s unique needs and seamlessly integrated with their existing tech stack. This future-proof approach ensures Wyze can continue to deliver a best-in-class experience as their business grows.

Here’s how parcelLab empowers Wyze to delight their customers

• No more confusion with split shipments: parcelLab enables Wyze to send targeted post-purchase emails based on individual shipments, keeping customers informed about the status of their entire order, including updates on the tracking page, even if it arrives in multiple packages.
• Smart recommendations on every step: Wyze is now able to suggest relevant products based on each customer’s purchase history, driving sales and boosting customer satisfaction with personalized recommendations.
• Proactive communication builds trust: Unexpected delays can happen. parcelLab empowers Wyze to create exception rules and send proactive emails, managing customer expectations and preventing frustration.

“By having post-pucrhase email communications and a DIY return portal integrated in one piece, it allows us to work closer than ever before instead of working in silos. 

The automation that parcelLab’s return portal has to offer really allows our customer success teams to deal with less WISMO tickets.” 

Richard Wang

eCommerce and Retail Operations Manager at Wyze