Anyone selling sustainable and fair fashion needs one thing above all else: reputation and customer confidence. Potential buyers don’t just want to read product descriptions that say that their new blouse is of high quality, or very soft and skin-friendly. They want proof.
According to studies, the most trusted testimonials are by other customers. However, customers voluntarily give out the most reviews when they have been annoyed by a product or a provider. Generating positive reviews is a real challenge for retailers.
When it comes to asking for product reviews, it’s all about the right timing. With parcelLab, we have tailored the shipping communication to the various stages of the process and our request reaches our customers exactly when they are happy to hold their parcel in their hands and are really ready to evaluate them.
With parcelLab, hessnatur informs its customers about all relevant stages in the shipping process. Customers receive an email message after order receipt, after order processing, when the package has left the dispatch centre, when a package could not be delivered and is ready to be picked up elsewhere, and also after the receipt of any returns.
Shortly after receiving the goods, the customers are then contacted once again with the words "We are soooo curious" and the nicely worded request to give feedback on the products. Such close support is effective. Since hessnatur's customers asked for reviews with parcelLab in this way, the number has more than quadrupled. At the same time, the quality of reviews increased by 17 percent.