Bergzeit sends customers proactive shipping updates and reduce inquiries with parcelLab’s platform

%

Fewer inquiries

THE MISSION

Bergzeit now operates a popular online store that stocks over 40,000 products.

Bergzeit was founded by Klaus Lehner, whose passion for
mountain sports was the driving force of the brand. The brand currently manages thousands of orders daily from across Europe.

Operating in multiple countries and using several carriers meant that Bergzeit struggled with customer communication. In fact, their contact with the customer stopped after checkout, and their inquiry rate was growing. This was a significant issue for the team, who were keen to find a solution.

Branch:
Outdoor & Sports

Global Net Sales (2019)
USD $51 Million 

Logistics Partner:
DHL, UPS, Swiss Post, Post Italiane
THE GOAL

Reduce customer inquiries

The products that are offered by Bergzeit experience seasonal fluctuations in popularity. This creates a logistical challenge. It also affects the customer service team, who can be overwhelmed with inquiries specifically during promotional events, such as Black Friday. In 2019, as peak season was approaching, Bergzeit decided to ask for parcelLab’s support to keep their customers informed throughout delivery and take the strain off their call center.
christoph wagner test manager lidl

Nicole Rosenthal,
Head of Customer Care

“By cooperating with parcelLab we offer our customers a service plus, because we give them more security during the shipping process. At the same time, we were able to reduce the number of shipping-related inquiries by 21.5% by Black Friday, which greatly relieves our teams.”

OUR SOLUTION

Proactive, informative shipping updates

 

Our platform helps Bergzeit to answer customers’ questions before they ask. By providing personalized, real-time updates that allow the customer to track the progress of their order any time, Bergzeit keeps customers informed and feeling cared for.

Bergzeit now sends branded shipping notifications including dispatch, delay, failed delivery and more through the parcelLab platform.

And because the customer touch points are personalized, customized and relevant, engagement is high.
THE RESULT

Seamless customer communication

Bergzeit was able to onboard our platform in time for the first big test… Black Friday 2019.

Our combination of branded, personalized communication and a real-time Order Status page successfully reduced shipping-related inquiries by 21.5% compared to the previous year.

That’s because any possible questions were answered proactively in advance.

Consequentially, the customer support team’s cost and workload became much more manageable – even on their busiest days!

Impact in numbers

%

Fewer inquiries

parcellab tracking interface on smartphone iphone

EXPERIENCE MORE
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