parcelLab: The perfect companion for the Weltbild parcel
Augsburg/Munich, June 28, 2018 - Greater customer satisfaction thanks to active information: Since August 2017, the multichannel retailer Weltbild has been relying on the solution of the Munich-based startup parcelLab when it comes to shipping communication. This offers efficient technology for communication during the shipping of orders. Important delivery events or deviations are identified and Weltbild customers are informed immediately.
After just under a year, the cooperation partners have now drawn a positive interim balance: With this solution, Weltbild increased customer satisfaction on the one hand and was able to significantly reduce customer service costs on the other. Shortly after implementation, the number of customer inquiries about the whereabouts of shipped parcels fell by 7.5 percent.
Shipping is the most emotional phase of the customer journey
"Shipping is the most emotional phase of the customer journey for many customers. After the purchase, people want to finally hold their novel, pillow or new tablet in their hands and are therefore very receptive to status messages. A retailer that proactively keeps its customers up to date and thus doesn't let the shopping experience drop off scores here," says Tobias Buxhoidt, founder and CEO of parcelLab.
Weltbild scores with individual customer care right to the door
"Thanks to parcelLab, we were able to make customer communication even more transparent. Weltbild now focuses on its customers throughout the entire customer journey. This gives them an all-round good shopping experience," said Weltbild CEO Christian Sailer. "Active and consistent communication around shipping increases customer satisfaction and creates higher customer loyalty."
Weltbild acts even before a customer asks customer service and uses parcelLab to identify important delivery events or deviations. If a package is delayed, the company writes to the customer directly. This reduces the workload of customer service staff, who can then devote more resources to other matters.
Weltbild has already achieved the following successes through its partnership with parcelLab:
- Reduction of customer inquiries by 7.5% .
- Mail open rate of 75% and click through rate (clicks on links contained in the mail) of 25% .
- A return reduction of up to 5% .
More information: Case Study on the parcelLab website or here as PDF.
About Weltbild:
Weltbild, as one of the largest multi-channel booksellers and, with 83 percent, Germany's best-known bookselling brand (BrandIndex 10/2014), offers customers a special shopping experience via online stores, direct marketing, its own stores and social networks. The Weltbild brand has its roots in a publishing house of the Catholic Church founded in 1948. Weltbild stands for advice, knowledge, entertainment and attractive prices. Only at Weltbild are exclusive books and top titles from the bestseller lists available as low-priced Weltbild editions.
The theme worlds of the Weltbild range combine publishing products and selected non-media assortments around the focal points of gifts, ideas and advice. The Weltbild umbrella brand is becoming a multi-channel marketplace, enabling shop-in-shop strategies for the company's own brands such as Jokers (modern antiquarian bookstore) and bücher.de (online bookstore), as well as brands from cooperation partners with complementary product ranges. In the future market of digital reading, Weltbild is one of the leading providers as co-initiator and co-founder of the tolino alliance and has over two million eBooks on offer. Online at weltbild.de, jokers.de and buecher.de, on social networks, in catalogs and in stores, many millions of Weltbild customers can choose from over ten million articles. Weltbild's online store received the "Germany's Best Online Shop 2017" award (3rd place generalists with a store network). More information can be found at: www.weltbild.com.
The sole shareholder of the Weltbild Group is the Droege Group consulting and investment company based in Düsseldorf, Germany.
About parcelLab:
parcelLab offers online stores efficient technology and implementation for successful post-purchase communication. The goal is to provide shoppers with interesting information throughout the entire shipping process and thus create an optimal shopping experience. Important delivery events or deviations are identified and sent individualized as an email, SMS, message via Facebook or within the retailer app. In this way, companies strengthen customer loyalty and can exploit further upselling potential by directing online shoppers back into the store via specific messages.
The Munich-based start-up was founded in 2014 by Anton Eder, Tobias Buxhoidt and Julian Krenge. Today, over 25 employees work for more than 300 international retailers in 32 countries and 18 languages.
Press contact:
Eva Großkinsky
Head of Corporate Communications, Weltbild
Tel.: +49 (0)821 7004 5555
E-mail: eva.grosskinsky@weltbild.com
Saskia Müller
PR & Events
Tel.: +49 (0) 178 342 15 67
E-mail: parcellab@saskiamueller.com
Written by
parcelLab
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