The delivery process is the key component of the shopping experience. Customers require not only top quality products but also top quality service. Fashionette pursues this quality standard even after checkout by proactively supporting their customers during delivery.
Shopper attach great importance to customer service. However, Fashionette’s delivery to more than 16 countries represents a further challenge. As opposed to domestic deliveries, shipments are frequently transferred to smaller logistic service providers, get stuck at customs, or are affected by prolonged delivery times.
Delivery notifications are the crucial factor of an emotional shopping experience. In parcelLab we found a partner who gives us full control over our deliveries.
Say goodbye to boring shipping notifications. They always look the same and fail to establish any real connection with the Fashionette label. During delivery, parcelLab sends individual messages that perfectly match the customer's needs and increase anticipation.
Messages are sent in 5 different languages in the branding of Fashionette. Customers are proactively informed about the status of their shipment. As a white-label solution, parcelLab does not become a visible part of the delivery process. These details are remembered by customers who will be likely to return.
Besides brand building, this new channel of communication can also be used for content placement. Think of it as a newsletter—just better. Unique open rates of more than 60% were reached. parcelLab generates only information about the delivery process that is relevant to the customer. Customers don’t perceive this as spam but find it positive and enriching. The retailer however enjoys full attention and is given an opportunity to place coupons, campaigns, product recommendations or simply messages that make the customer feel good. Outstanding service after the purchase is exactly what creates lasting customer loyalty.