hessnatur Customer Success Story

Increase in higher quality customer reviews at hessnatur by targeting customers at the right time.

356 % Growth
in product reviews
17% Higher
review quality

hessnatur - Fair fashion for sophisticated customers

From farming to clothes hangers, hessnatur has stood for sustainable and fair fashion for over 40 years. Customers can buy clothing, underwear and home textiles made from natural fibres and natural fibre blends without harmful additives from there five stores, one outlet and online shop.
Branch:
Fashion
Orders/ month:
Five-figure range
Logistics Partner:
DHL, Hermes, Swiss Post

The challenge

Increase in authentic post-purchase customer reviews

Proof of quality instead of promise of quality

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.

Customer reviews are influential

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.

Product reviews by existing customers are an important revenue lever for hessnatur. Motivating customers to do so is a primary goal for the eco fashion retailer.
Deborah Kirchner Email marketing manager, hessnatur
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.

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The solution

parcelLab features in action

Shipping notifications

Fully automated shipping notifications in hessnatur’s branding

Returns

Proactive confirmation of returns

Individualisation

Ask for product reviews shortly after receipt of the goods

Fully informed

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.

In the right place at the right time

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.