As with nearly all online shopping, Tradeo customers eagerly await their goods after they’ve hit the buy button. However, in most cases, their customers need their item urgently in order to repair a device and therefore patience is low. Despite offering of an express delivery, few shoppers rely on it due to the increased costs.
At the same time, the customer service teams continued to receive numerous queries regarding the whereabouts of their order. Tradeo needed a solution that kept the experience both short and positive. It was important for management to use a service that was easy, fast and efficient to implement whilst not costing the customer more.
A healthy company with optimised work processes is just as important to me as the satisfaction of our customers. That's the only way to be successful as an online shop!
Everyone was immediately impressed by the idea, and the decision was easy for the CEO and his team as customer satisfaction is the top priority at Tradeo. parcelLab’s service with event-related, customer-relevant news offered the perfect solution. Furthermore, the simple integration made the step much easier. "The whole process was associated with extremely low development costs for us." Says Sebastian Poll, CEO of Tradeo
A customer since 2015, Tradeo worked with parcelLab on a short test phase before gradually integrating all of its logistics providers. parcelLab optimised all of their shipping messages and deviation alerts and are now receiving positive ratings across the board, with a reduction of negative comments and complaints received by customer support.
Their customers are better informed and the team noticeably relieved.