It took Weltbild less than 4 weeks to reduce returns by 5% with our platform

weltbild delivery tracking platform with dhl truck update

%

Email open rate

%

Fewer Returns

%

New touch points

%

E-mail open rate

weltbild delivery tracking platform with dhl truck update

Weltbild is a large, multi-channel bookseller and a trusted brand. 

With a good reputation for offering an outstanding shopping experience in-store. They 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.

icon branch

Branch:
Bookseller

icon orders box

Global Net Sales (2019)
USD $98.6 Million

icon logistics partner

Logistics Partner:
DHL, Post AT, Swiss Post, Hermes

Weltbild is a large, multi-channel bookseller and a trusted brand with a good reputation for offering an outstanding shopping experience in-store. They 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.

icon branch

Branch: Bookseller

icon orders box

Global Net Sales (2019)
USD $98.6 Million

icon logistics partner

Logistics Partner: DHL, Post AT, Swiss Post, Hermes

THE GOAL

Proactive customer contact

Before working with us, Weltbild lost contact with their customers post-checkout. Weltbild knew that this lack of contact was having a negative effect on their overall customer experience. When the team started experiencing a growing number of customer inquiries, they knew they had to make an improvement. That’s why they chose parcelLab’s solution to redesign their post-sales communication.

Christian Sailer,
Chairman of the Management Board

Christian Sailer Chairman of the Management Board Weltbild

“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.”

OUR SOLUTION

Seamless communication throughout the customer journey

Our solution connects Weltbild with their customers throughout every stage of the sales journey.

With our support, the team now send fully automated messages throughout delivery, delays and returns. Our smart algorithm sends these emails at the best possible time.

Weltbild also provide their customers with an Order Status page that includes parcel tracking technology enabling them to see the progress of their order without calling in.

weltbild delivery tracking platform pickup confirmation with google maps
weltbild delivery tracking platform pickup confirmation with google maps

THE RESULT

Deliver an engaging and exciting customer experience

By leveraging the parcelLab platform, Lidl has expanded their loyal customer base.
The proactive post-sales emails they send keep customers informed every step of the way.
Their targeted messaging adds value and leaves a lasting impression on customers, who become confident to reuse Lidl’s online shop.

Impact in numbers

%

Fewer returns thanks to improved experience

%

Email open rate

%

Fewer returns thanks to improved experience

%

Email open rate

LEARN MORE

Everything you need to know about reducing ‘Where is my order’ calls

Whitepaper: 6 tips for reducing WISMO

This whitepaper investigates how delivering proactive customer communication throughout delivery can reduce enquiries, including ‘Where is my order’ calls.

parcellab where is my order infographic of customer service woman
parcellab where is my order infographic of customer service woman

Whitepaper: 6 tips for reducing WISMO

This whitepaper investigates how delivering proactive customer communication throughout delivery can reduce enquiries, including ‘Where is my order’ calls.